Cristina Rosales
Mesa,Arizona
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Concentrix
07.2015 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Team Lead
TurboTax
07.2021 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Customer Service Representative
Ipacesetters
04.2014 - 07.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Fresh Food Associate
Pro Ranch Market
07.2011 - 04.2013
- Greeted customers at counter to fulfill requests and answer questions.
- Categorized items properly on shelves to facilitate easy navigation for customers while shopping.
- Rotated perishable foods effectively, reducing waste and ensuring product freshness.
- Collaborated with team members to maintain a clean and organized work environment, promoting efficiency and productivity.
- Assisted customers with their inquiries, offering personalized recommendations for optimal service experience.
- Verified proper merchandising for freshness and quality of goods by properly handling produce, minimizing damage and spoilage of products.
Education
High School Diploma -
J Sterling Morton High School
Mesa, AZ06.1989
Skills
- Teamwork
- Self-motivation
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Quality Control
- Complaint resolution
- Diversity and Inclusion
- Problem-Solving
- Teamwork and Collaboration
- Attention to Detail
- Team Supervision
- Analytical Thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Team Lead
TurboTax
07.2021 - Current
Customer Service Representative
Concentrix
07.2015 - Current
Customer Service Representative
Ipacesetters
04.2014 - 07.2015
Fresh Food Associate
Pro Ranch Market
07.2011 - 04.2013
High School Diploma -
J Sterling Morton High School
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