Dora Sifuentes
Austin
Summary
Customer Care Representative with notable background in customer service, demonstrating strong problem-solving and communication skills. Experienced in providing top-notch support to customers, resolving inquiries efficiently and maintaining high levels of satisfaction. Proven ability to make significant improvements in customer experience by applying proactive listening and empathy in interactions.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Apple One Employment - Austin Energy
Austin
05.2019 - 01.2020
- Answer a high volume of inbound Customer calls. Provide professional customer service in regards to their utility account. Assist new customers in opening new accounts. Maintain professional attitude, respond to irate, difficult and challenging customers. Input information and request timely and accurately. Adhere to company policies and procedures.
Lead Operator
MEDLINK INC.
Austin
07.2016 - 09.2018
- Perform all Medical Operator duties. Respond to emails. Compile after hour electronic emails and fax records, print and manually fax to offices. Handle escalated calls from patients, nurses or doctors. Complete our weekly schedule received from over 150 medical offices, hospitals, nursing homes and rehabilitation centers. Speak with all medical personnel on any changes, make changes to show correct doctor on call, note and lock account to prevent use. Other duties as assigned by the office Manager.
Medical Operator
MEDLINK INC.
Austin
09.2015 - 07.2016
- Answer patient inbound after hour calls for medical offices, for medical emergency advice get necessary info to page/call their Dr. Follow up with patient within the necessary time frame to ensure their Dr. called. Answer hospital and private office calls; speak with nurses, doctors, all other medical personnel to get them in contact with their requested doctor.
Customer Early Response Agent
ADITYA BIRLA MINACS/GENERAL MOTORS
Austin
05.2011 - 07.2012
- Proactively work with new customer concerns. Work with Technical Assistance, GM Dealer, and all management for timely resolution. Communication and rapport building with customers. Case management of 10-15 per week. Empowered to make decisions up to $6,000. Process compensation checks, repurchase or trade vehicles. Assigned high-risk cases.
Mediation Liaison
ADITYA BIRLA MINACS/GENERAL MOTORS
Austin
04.2010 - 05.2011
- Assist dissatisfied customers who filed with the Better Business Bureau. Work on time sensitive NISMs’ (not in suit matter) cases, Attorney contact, Review and comply with the customer’s State Lemon Law. Handle negotiations between the customer and General Motors. Build a firm business case for compensation, repurchase or trade. Case management of up to 15 cases weekly.
CSR District Specialist
ADITYA BIRLA MINACS/GENERAL MOTORS
Austin
11.2008 - 04.2010
- Work escalated cases from customer service. Work with GM Service, Dealer Sales, and GM Field Manager to create an action plan for resolution. Accurate documentation of all interactions. Empowered to make decisions of up to $2,000. Handle daily 30+ cases weekly.
Customer Service Representative
ADITYA BIRLA MINACS/GENERAL MOTORS
Austin
10.2007 - 11.2008
- Obtain customer information, case set up. Provide product knowledge, answer a wide range of questions, resolve customer complaints, one call resolution, and escalate high priority cases. Assist with website navigation and technical assistance. Refer and transfer to appropriate departments for individual needs. Handle 30+ calls per day.
Education
Medical Assisting
National Institute of Technology
Austin, TX07.2005
GED -
Life Works
Austin, TX11.2002
Skills
- Customer service excellence
- Analytical problem solving
- Effective listening and communication
- Rapport building skills
- Empathy and understanding
- Organizational abilities
- Case management expertise
- Independent judgment
- Ethical decision making
- Multitasking proficiency
- Constructive feedback reception
- High-pressure performance
- Complaint resolution techniques
- Accurate documentation and reporting
- Policy compliance
- Metric achievement
- Calendar management skills
- De-escalation and negotiation strategies
- Time management proficiency
- Calmness in emergencies
- Microsoft Office proficiency
Accomplishments
- Maintained a 98% and above Customer Satisfaction Survey rating
- Perfect Attendance Awards.
- In the top 3 Medical Operators with highest number of inbound calls and handle time
- Best Call of the Week Award- Business Resource Center
- CSAT Award/Customer satisfaction survey- Customer Service Dept. & Business Resource Dept
Mission Statement
Committed to provide exceptional quality customer service while maintaining customer relations in all initiatives and interactions, always putting the customer/client first.
Timeline
Customer Care Representative
Apple One Employment - Austin Energy
05.2019 - 01.2020
Lead Operator
MEDLINK INC.
07.2016 - 09.2018
Medical Operator
MEDLINK INC.
09.2015 - 07.2016
Customer Early Response Agent
ADITYA BIRLA MINACS/GENERAL MOTORS
05.2011 - 07.2012
Mediation Liaison
ADITYA BIRLA MINACS/GENERAL MOTORS
04.2010 - 05.2011
CSR District Specialist
ADITYA BIRLA MINACS/GENERAL MOTORS
11.2008 - 04.2010
Customer Service Representative
ADITYA BIRLA MINACS/GENERAL MOTORS
10.2007 - 11.2008
Medical Assisting
National Institute of Technology
GED -
Life Works