David Rios
Rio Rancho,NM
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Technologically-savvy with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Knowledgeable serving professional with exceptional leadership, training and observational skills. Diligent and forward-thinking with an adaptable approach and disciplined nature. Successful at maintaining calm in high-stress settings, building long-lasting customer relationships and supporting new employees throughout the learning process and beyond.
Overview
6
6
years of professional experience
Work History
Counter Sales/ Dispatcher
Southwest Block
Rio Rancho, NM
11.2022 - Current
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of multiple fleet vehicles.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Built strong rapport with customers, fostering loyalty and repeat business.
- Increased customer satisfaction by providing personalized service and product recommendations.
- Handled cash transactions accurately, maintaining accountability for register balances throughout shifts.
- Performed daily store opening and closing procedures, ensuring security and readiness for business operations.
- Developed lasting relationships with clients through genuine care and attentiveness to their preferences and desires.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Call Center Representative
T-Mobile
Albuquerque, NM
10.2021 - 07.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Audited customer account information to identify issues and develop solutions.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
Server Trainer/Hostess Trainer
Village Inn and Restaurant
NM
07.2019 - 10.2021
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Took orders, calculated charges, issued table checks and collected payments from customers.
- Performed continuous reviews of wait staff and provided feedback directly to team members as well as managers.
- Developed training program to improve menu knowledge of new hires.
- Performed side work such as cleaning, restocking, polishing silverware and preparing tables for next shift.
- Resolved guest issues related to food quality, service times and incorrect orders.
- Trained new employees on service standards and menu items to improve onboarding processes.
- Provided exceptional service to high volume of daily customers.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
Solar I.T. Tech
Solarize U.S
Albuquerque, NM
01.2021 - 05.2021
- Attended training sessions on new products, installation methodology and safety and proactively kept solar skills current.
- Utilized resources to transition leads into prospective customers and consistently follow up with customers under contract.
- Engaged with new prospects, followed up with interested prospects and set appointments to close sales.
- Built a CRM for all customer database
- Advertised on social media for solarize
Education
High School Diploma -
Rio Rancho High School
Rio Rancho, NM05.2021
Skills
- Call center operations
- Performance monitoring
- Prospecting skills
- Call documentation skills
- Data entry
- Customer communications
- Resolving issues
- Training and development
- Call control skills
- Technical troubleshooting
- Quality control
- Professional telephone voice
- Communicating with clients
- New Employee Mentoring
- Point of Sale (POS) System Operations
- Attention to Detail
- Creative Solution Development
- Leadership Development
- Effective Customer Upselling
- Foodservice Techniques
- Troubleshooting and Diagnostics
- Computer Configurations
Timeline
Counter Sales/ Dispatcher
Southwest Block
11.2022 - Current
Call Center Representative
T-Mobile
10.2021 - 07.2022
Solar I.T. Tech
Solarize U.S
01.2021 - 05.2021
Server Trainer/Hostess Trainer
Village Inn and Restaurant
07.2019 - 10.2021
High School Diploma -
Rio Rancho High School