Dulciana Clayburn
Phoenix,AZ
Summary
Personable and professional under pressure. Hardworking and time efficient employee who takes pride in my work. Enthusiastic to grow and be successful in your company with my level of expertise and experience. I will be an integral asset to your company.
Overview
9
9
years of professional experience
Work History
Senior Escalations Representative
Global Lending Services
Tempe, Arizona
09.2024 - Current
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Consistently met daily performance goals set by management team members.
- Responded to customer inquiries and complaints, providing timely and effective solutions to maintain high service standards.
Shift Manager
RaceTrac
Yulee, Florida
10.2022 - 06.2024
- Addressed and mitigated any guest concerns on designated shifts with a sense of urgency and involved appropriate regional team members as needed
- Responsible for executing shift duties, maintaining overall presentation standards, and representing the RaceTrac brand
- Displayed leadership qualities through acting with a servant-leader mentality, prioritizing tasks appropriately, going the extra mile for guests and team, listening, and communicating respectfully, and solving problems with a proactive, solutions-oriented approach.
Customer Retention Representative
AT&T Call Center
Mesa, AZ
12.2020 - 11.2021
- Responsible for improving customer retention through programs and service provided to the customer. Customer Retention Rate of 80% or better.
- Made recommendations according to customer's needs on features, accessories, upgrades and rate plans
- Answered customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reported problem areas.
Customer Service Representative
General Motors Financial
Chandler, Arizona
05.2017 - 01.2018
- Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
- Became the lead “go-to” person for new reps and particularly challenging calls
- Calmed disappointed callers, repaired trust, located resources for problem resolution and designed best-option solutions.
Personal Stylist; Sales Associate
White
Chandler, Arizona
08.2015 - 07.2016
- Alerted customers to upcoming sales events and promotions
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
Education
High School Diploma -
Mountain Pointe High School
Phoenix, AZ05.2016
Skills
- Production goal setting
- Customer retention
- Skill development
- Data entry
- Scheduling
- High-energy attitude
- Professional telephone demeanor
- Punctuality and reliability
- Call center operations
- Positive and professional
- De-escalation techniques
- Creative problem solving
- Technical support
- Microsoft Office and POS system proficiency
- Empathy and patience
- Banking operations support
Languages
- Spanish
- English
Timeline
Senior Escalations Representative
Global Lending Services
09.2024 - Current
Shift Manager
RaceTrac
10.2022 - 06.2024
Customer Retention Representative
AT&T Call Center
12.2020 - 11.2021
Customer Service Representative
General Motors Financial
05.2017 - 01.2018
Personal Stylist; Sales Associate
White
08.2015 - 07.2016
High School Diploma -
Mountain Pointe High School