Ernest Cortez
Walnut,Ca
Summary
A Team player who values the importance of creating an efficient, safe, and productive work environment. Excellent at incorporating the idea of teamwork to draw the best overall outcome. Customer service and Team Building skills with a dedication to ensure quality and satisfaction in all projects. Self-Motivated and encouraged to always learn new skills. Personable and dedicated Customer Service Representative with extensive experience in Music industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Amflow
01.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Educated customers on special pricing opportunities and company offerings.
Sales manager
Dunable Guitars
01.2021 - 01.2022
- Managed daily operations of sales department, including supervision of staff members.
- Tracked monthly sales to generate reports for business development planning.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Established relationships with key clients, while maintaining existing customer base.
- Performed sales consultations and educated clients on products and services.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Created and maintained sales environment to support business objectives.
- Achieved company growth and brand development through market expansion and sales.
Operations Manager
Guitar Center
01.2017 - 01.2021
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
Customer Service Manager
Guitar Center
01.2017 - 01.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored staff performance to ensure adherence to customer service standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Education
Marketing -
Jc Fullerton
03.2013
Diploma -
Ron Hockwalt Academies
06.2012
Skills
- Workflow Management
- Call Center Operations
- Team Building and Leadership
- Customer-Focused
- One Call Resolution
- Customer Service
References
- Aaron Alkiezar, 909 973 1334
- Daniel Delgadillo, 909 451 3352
- Mychael Philips, (951) 741 9968
Timeline
Customer Service Representative
Amflow
01.2022 - Current
Sales manager
Dunable Guitars
01.2021 - 01.2022
Operations Manager
Guitar Center
01.2017 - 01.2021
Customer Service Manager
Guitar Center
01.2017 - 01.2021
Marketing -
Jc Fullerton
Diploma -
Ron Hockwalt Academies
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