Emmanuel Monzon
Homestead,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
HVAC Technician & Customer Service Representative
Call-Air Air Conditioning
02.2019 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
HVAC Technician & Customer Service Representative
Jc & Jc Hvac Mechanical Contractors
05.2015 - 05.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
•HVAC Technician And Customer Service, High School - HVAC Service Technician And Customer Service
Homestead Job Corps Center
Homestead, FL09.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Customer satisfaction measurement
- Microsoft Outlook
- Scheduling
- Paperwork Processing
- Microsoft PowerPoint
- Microsoft Office Suite
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
HVAC Technician & Customer Service Representative
Call-Air Air Conditioning
02.2019 - 04.2024
HVAC Technician & Customer Service Representative
Jc & Jc Hvac Mechanical Contractors
05.2015 - 05.2018
•HVAC Technician And Customer Service, High School - HVAC Service Technician And Customer Service
Homestead Job Corps Center
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