Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Elizabeth V. Valdez

Houston,TX

Summary

Knowledgeable Customer Experience Supervisor with proven track record in enhancing customer satisfaction and streamlining service operations. Managed team to deliver consistent service improvements and resolve complex customer issues efficiently. Demonstrated strong leadership and problem-solving skills, fostering collaborative work environment.

Overview

14
14
years of professional experience

Work History

Customer Experience Supervisor

Cemex USA
09.2022 - 08.2025
  • Leveraged advanced communication skills to effectively manage challenging customer situations, leading to increased trust and satisfaction.
  • Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
  • Created detailed reports on team performance metrics, enabling management to make informed decisions regarding staffing needs and resource allocation.
  • Enhanced the quality of client interactions by regularly updating reference materials used by staff during consultations and troubleshooting scenarios.
  • Conducted regular evaluations of staff performance, identifying areas for improvement and implementing targeted training initiatives as needed.
  • Coordinated cross-functional teams to address complex client issues promptly, ensuring comprehensive solutions were provided every time.
  • Collaborated with other departments to ensure seamless communication and support for customers throughout the entire ordering process.
  • Led a team of 23 customer service representatives, fostering a supportive environment that encouraged growth and development.
  • Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
  • Implemented creative incentives for team members that fostered healthy competition and drove performance improvements, resulting in increased customer satisfaction rates.
  • Boosted overall productivity within the department through effective delegation of tasks based on individual strengths and skill sets among team members.
  • Established performance and service goals and held associates accountable for individual performance.
  • Developed new employees and on-going performance assessment of current employees.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

Customer Experience Agent

Cemex USA
09.2011 - 07.2022
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Managed approximately 100+ calls a day
  • Trained new customer service agents on policies and procedures to support favorable customer experiences.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
  • Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Reduced response time for customer queries by implementing effective communication strategies.
  • Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
  • Maintained detailed records of all interactions, ensuring accurate documentation for future reference or escalation purposes.
  • Streamlined workflows, consistently meeting or exceeding performance metrics for quality and efficiency.
  • Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
  • Conducted proactive follow-up calls to ensure complete resolution of customer issues and concerns.
  • Cooperated closely with other departments to support achievement of customer experience outcomes.
  • Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.

Education

High School Diploma -

Northbrook Senior High School
Houston, TX
05-2002

Skills

  • CRM software
  • Transportation Management Systems (TMS)
  • Supply Chain-Active Suite
  • Genesys
  • SAP
  • Cross-functional collaboration
  • Procedure writing
  • Teamwork and collaboration
  • Excellent communication
  • Team leadership
  • Employee training

Accomplishments

  • Documented and resolved customer and internal issues which led to [Results].
  • Collaborated with team of 6 in the development of Customer Visibility.
  • Supervised team of 23 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Customer Experience Supervisor

Cemex USA
09.2022 - 08.2025

Customer Experience Agent

Cemex USA
09.2011 - 07.2022

High School Diploma -

Northbrook Senior High School

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