Erica Castaneda
Kyle,Texas
Summary
Proven achiever with a background at Dell Computers, adept in technical troubleshooting and fostering customer service excellence. Skillfully managed project deadlines and customer concerns, driving satisfaction and retention. Balances strong complaint handling with effective communication, ensuring project success and service quality.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist Connection
Dell Computers
03.2018 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
Project Coordinator
Scheuff Steel Supply
11.2016 - 03.2018
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Wrote technical narratives to document processes and design changes.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
Education
Associate of Arts - Business Management
Southern Careers Institute Inc
Austin, TX06.2016
Skills
- [Product or Service] support
- Customer Response
- Customer service excellence
- SLA
- Appointment Scheduling
- Technical Troubleshooting
- Complaint Handling
- Ticket management
- Referral Coordination
Timeline
Customer Support Specialist Connection
Dell Computers
03.2018 - 08.2023
Project Coordinator
Scheuff Steel Supply
11.2016 - 03.2018
Associate of Arts - Business Management
Southern Careers Institute Inc
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