David Ponce
North Hills,CA
Summary
Empathetic Customer Service Representative with a proven track record at Pet PAWZitive, adept in critical thinking and data entry. Excelled in managing high-pressure situations, enhancing customer loyalty through effective resolution of complaints, and achieving satisfactory outcomes. Skilled in active listening, significantly improving customer satisfaction and repeat business.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Petpawzitive
03.2018 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer about company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Van Nuys Community Adult School
Van Nuys, CA06-2011
Skills
- Active Listening
- Critical Thinking
- Data Entry
- Complaint Handling
- Professional Demeanor
- Appointment Scheduling
- Customer Service
- Customer relations
- Supervisor
Timeline
Customer Service Representative
Petpawzitive
03.2018 - Current
High School Diploma -
Van Nuys Community Adult School
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