Summary
Overview
Work History
Education
Skills
Timeline
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Desirie Castro

Lubbock,TX

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Vexus
Lubbock, TX
03.2022 - 09.2023
  • Consulted with customers to resolve service and billing issues.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Bartender

Mateo's Bar
Lubbock, TX
02.2021 - 04.2022
  • Check identification of customers to verify age requirements for purchase of alcohol
  • Balance cash receipts
  • Serve wine, and bottled or draft beer
  • Slice and pit fruit for garnishing drinks
  • Plan bar menus
  • Stock bar with beer, wine, liquor, and related supplies such as ice, glassware, napkins, or straws
  • Clean glasses, utensils, and bar equipment
  • Order or requisition liquors and supplies
  • Mix ingredients, such as liquor, soda, water, sugar, and bitters, to prepare cocktails and other drinks
  • Clean bars, work areas, and tables
  • Ask customers who become loud and obnoxious to leave, or physically remove them
  • Arrange bottles and glasses to make attractive displays
  • Plan, organize, and control the operations of a cocktail lounge or bar
  • Collect money for drinks served
  • Supervise the work of bar staff and other bartenders.

Cashier

Polly's Place
Lubbock, TX
10.2021 - 01.2022
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
  • Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately
  • Greet customers entering establishments
  • Process merchandise returns and exchanges
  • Issue receipts, refunds, credits, or change due to customers
  • Assist customers by providing information and resolving their complaints
  • Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
  • Answer customers' questions, and provide information on procedures or policies
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Cashier/Host/Restaurant Waitress

Josie's Mexican Restaurant
Lubbock, TX
07.2018 - 01.2021
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits
  • Assist customers by providing information and resolving their complaints
  • Provide guests with menus
  • Greet customers entering establishments
  • Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation
  • Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
  • Worked closely with front-end staff to assist customers
  • Processed sales transactions to prevent long customer wait times
  • Accepted cash and credit card payments, issued receipts, and provided change
  • Trained new team members in cash register operation, stock procedures and customer services.

Advance Technical Support

AT&T Inc.
Lubbock, TX
03.2016 - 04.2018
  • Use all tools and technology to assist customers in first call resolution
  • Stay up to date on products and billing to further educate customers
  • Break down bills, billing cycles and charges to help customers understand their billing questions
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries
  • Be able to keep customer engaged with no dead air while finding solution
  • Sell products and services
  • Troubleshoot technical problems for mobile, cable, internet services
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
  • Involved in multiple training classes to further product education
  • Keep individual stats high while assisting customers
  • Help fellow coworkers with their own stats
  • Maintain a clean work environment
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
  • Maintained records, logs and lifecycle documentation of work requests
  • Processed average of 42 inbound technical support calls daily.

Telemarketer

Quality Exteriors Home Improvements
Lubbock, TX
08.2015 - 11.2015
  • Responded to prospects' questions with persuasive communication skills and in-depth knowledge of available products and services
  • Maintained and recorded customer information in database
  • Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems
  • Broke down objections using friendly, persuasive strategies
  • Contacted private individuals or businesses by telephone to solicit sales
  • Made appointments with interested customers according to schedule availability
  • Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures
  • Set up new accounts and listed personal, demographic and payment information in system
  • Contributed to team efforts by successfully accomplishing and exceeding daily sales goals
  • Asked customers questions to understand needs and requirements.

Sorter

Unifirst Corp
Lubbock, TX
03.2015 - 03.2016
  • Inspected materials and sorted items into piles or in containers according to type, size, condition, coloring or grade
  • Sorted incoming shipments and separated packages by size, type and destination within warehouse
  • Communicated clearly and effectively with colleagues to facilitate workflow and troubleshoot issues needed
  • Scanned packages with RF scanner, sorted packages and palletized products according to warehouse or shipping destination
  • Operated standard warehouse equipment to load, unload and transfer products, taking extra precaution when moving fragile materials
  • Organized and marked materials with indications such as grade or acceptance-rejection status
  • Loaded and unloaded powered sorters and conveyors and monitored and cleared jams.

Waitress/Bartender

MCM Elegante Hotel
Lubbock, TX
03.2014 - 09.2014
  • Maintained accuracy while handling payments, giving change and printing receipts to customers
  • Stocked server areas with supplies before, during and after shifts
  • Greeted customers, answered questions, and recommended specials to increase profits
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation
  • Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties
  • Prepared salads, appetizers, and garnishes to assist kitchen staff
  • Increased beverage sales with food and drink pairing suggestions to suit unique customer preferences
  • Arranged place settings with clean tablecloths, napkins, and tableware to prepare for incoming guests
  • Presented menus to patrons to answer questions about menu items and make recommendations
  • Transported dirty tableware from dining room to dishwashing area for proper cleaning
  • Utilized POS system to total meal costs and add taxes for final bill calculation
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options
  • Set up dining room to meet hospitality and service standards
  • Greeted newly seated guests promptly, filled water glasses and brought bread to table
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens
  • Implemented sanitary food handling, holding and service protocols.

Aviation Ordnanceman

United States Navy, USN
Norfolk, VA
02.2009 - 02.2013
  • Worked effectively with fellow team members in fast-paced, dangerous and intense environments
  • Supervised operation of aviation ordnance shops, armories, and storage facilities
  • Serviced bombs, missiles and rockets and launched test devices
  • Maintained airborne weapons, aircraft guns, and targets and operated magazine sprinkler systems
  • Stowed, inspected, assembled and loaded aviation ammunition, including bombs and missiles
  • Monitored assets including vehicles, weapons, materials and equipment valued over $8.5 billion
  • Moved weapons, lifted them, stored them, tracked them and transferred them to neighboring ships
  • Inspected, maintained and repaired mechanical and electrical weapons and ordnance systems.

Education

High School Diploma -

Frenship High School
Wolfforth, TX
05.2006

Skills

  • Outstanding Customer Service
  • Product Knowledge
  • Customer Service
  • Call Response and Transfer
  • Policies and Procedures
  • Customer Relations
  • Honest and Dependable
  • Cooperative Attitude
  • Problem Solving
  • Positive and professional

Timeline

Customer Service Representative

Vexus
03.2022 - 09.2023

Cashier

Polly's Place
10.2021 - 01.2022

Bartender

Mateo's Bar
02.2021 - 04.2022

Cashier/Host/Restaurant Waitress

Josie's Mexican Restaurant
07.2018 - 01.2021

Advance Technical Support

AT&T Inc.
03.2016 - 04.2018

Telemarketer

Quality Exteriors Home Improvements
08.2015 - 11.2015

Sorter

Unifirst Corp
03.2015 - 03.2016

Waitress/Bartender

MCM Elegante Hotel
03.2014 - 09.2014

Aviation Ordnanceman

United States Navy, USN
02.2009 - 02.2013

High School Diploma -

Frenship High School

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Desirie Castro