Deborah Sanchez
Fontana,CA
Summary
Skilled Phone Representative with background in handling customer inquiries, troubleshooting technical issues, and managing customer accounts. Strengths include clear communication skills, problem-solving capabilities, and ability to multitask effectively. Known for maintaining high levels of customer satisfaction and contributing positively to team-oriented work environment.
Overview
19
19
years of professional experience
Work History
Internet/Phone Repair Rep 3
Spectrum Charter Communications
Ontario, CA
05.2016 - 08.2024
- Troubleshoot internet, email, streaming, and home phone service.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and internet/phone related issues.
- Assisted customers with product setup and installation issues over the phone.
- Offered resolutions to de-escalate calls and solve customer issues.
- Assisted customers with navigating the company's website and application to locate desired information.
- Attended regular training sessions on updates and changes within the industry or organization.
- Met or exceeded customer service metrics by providing excellent customer support.
- Escalated unresolved issues to appropriate departments for further investigation.
- Utilized problem solving skills in order to resolve complex customer inquiries.
- Researched account history to justify appropriate amount of credit and processed payments.
Sales/Tech Rep
Time Warner Cable
Ontario, CA
09.2009 - 05.2016
- Set up accounts for customers by order entry.
- Troubleshoot internet, cable tv, and home phone service.
- Identified root cause of technical issues and developed solutions.
- Provided customer support by answering inquiries regarding installation, billing and product features over the phone.
- Educated customers on equipment use, setup procedures and troubleshooting strategies.
- Identified opportunities for up-selling additional products or services.
- Researched customer complaints regarding billing errors or discrepancies.
- Assisted with billing inquiries including credit requests and payments.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance metrics.
Front Desk Receptionist
Pacific Self Storage
Fontana, CA
02.2006 - 06.2008
- Responded to customer inquiries via phone and in person.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Monitored visitor access control systems.
- Answered incoming calls and took messages as needed.
- Provided excellent customer service by responding quickly to inquiries via phone or in person in a professional manner.
- Verified identity documents and contracts for new customers before opening accounts in accordance with company policies.
- Scheduled and confirmed appointments for clients.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Handled sensitive information in a confidential manner.
Education
High School Diploma -
Fontana High School
Fontana, CASkills
- Complaint Handling
- Goal-Oriented
- De-Escalation Techniques
- Quality Assurance
- Customer Support
- Problem-solving skills
- Call Control
- Appointment Scheduling
- Building rapport
- Verbal and written communication
Timeline
Internet/Phone Repair Rep 3
Spectrum Charter Communications
05.2016 - 08.2024
Sales/Tech Rep
Time Warner Cable
09.2009 - 05.2016
Front Desk Receptionist
Pacific Self Storage
02.2006 - 06.2008
High School Diploma -
Fontana High School
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