Diana Gonzalez
Brownsville
Summary
Dynamic Customer Service Representative with proven expertise at Valley Storage Center, excelling in problem resolution and active listening. Enhanced customer loyalty through personalized solutions and effective conflict resolution. Skilled in data entry and CRM, contributing to improved operational efficiency and team development. Committed to delivering exceptional customer experiences.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Diligent CSR with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Valley Storage Center
01.2022 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed daily operations, ensuring compliance with storage policies and procedures.
- Assisted customers in selecting appropriate storage solutions to meet their needs.
- Maintained accurate records of transactions and customer interactions in database system.
- Collaborated with management to address and resolve escalated customer issues effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
ACT
10.2017 - 03.2020
- Trained new team members on customer service protocols and operational processes.
- Implemented process improvements that enhanced workflow efficiency within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Improved resolution time with effective problem-solving for customer complaints.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed daily operations, ensuring compliance with storage policies and procedures.
Education
High School Diploma -
Lopez High School
Brownsville, TX06-2021
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Product knowledge
- Team development
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Valley Storage Center
01.2022 - Current
Customer Service Representative
ACT
10.2017 - 03.2020
High School Diploma -
Lopez High School