Guadalupe Mendez
CUSTOMER SERVICE SPECIALIST
Lynwood,CA
Summary
- Organized Customer Service Specialist and Appointment Setter with 18 years of experience creating schedules, maintaining appointments and assisting team members . Flexible and versatile professional with expertise in serving as point of contact for prospective clients, handling questions and inquiries via telephone and complying with security regulations.
Overview
18
18
years of professional experience
Work History
Customer Service Specialist / Universal Agent
Orkin Pest Control
03.2019 - Current
- Handled over 50-100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Resolved concerns with products or services to help with retention and drive sales
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Responded to customer phone calls and emails quickly to maximize service and improve retention rates
- Trained staff on operating procedures and company services.
Office Manager
Eco Concepts Termite & Pest Control
12.2018 - 03.2019
- Oversaw appointment scheduling and itinerary coordination for both customer and personnel
- 2
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
- Received and finalized contracts for Termite and Rodent contracts from Sales Reps and customers
- Completed payroll for employees
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members
- Interacted with customers professionally by phone and email to provide information and directed to desired staff members
- Submitting WDO Reports / Notice of Completions to State
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Customer Service Representative
Revolution Pest Solutions
05.2018 - 12.2018
- Received incoming calls and messages and addressed phone requests
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
- Scheduled pest control technician service appointments at customer request
- Entered customer data into Pest Pac system and communicated service concerns with management department
- Responded to customer inquiries via phone, email, and web-based platforms
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assisted call-in customers with questions regarding Pest Control Services
- Took payment information and other pertinent information such as addresses and phone numbers to place Pest Control services
Office Manager
Valiant Exterminators
04.2011 - 06.2017
- Managing office & Dispatching, supervising crew technicians, inspectors, and
- Telemarketers
- Selling jobs to real-estate agents and homeowners, setting appointments, typing termite inspection reports
- Phones, emailing, customer service, telemarketing, check cashing, invoicing, collections and payroll hours
- Recruited, hired, trained and supervised administrative office staff, and Field
- Representatives of 10-12
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities and communicate management instruction
- Answered inquiries and addressed, resolved or escalated issues to ensure client satisfaction
- Corresponded with clients through email, telephone, or postal mail
- Oversaw inventory and office supply purchases
- Contacted clients regarding unpaid and underpaid accounts to resolve any issues
- Developed weekly schedules for Inspectors and Crew Tech.
Cast Member
Disney Store
10.2007 - 03.2012
- Great communication skill with customers and coworkers
- Demonstrated use and care of merchandise
- Greeted customers and ascertained customers' needs
- Helped customers with questions, problems and complaints in person and via telephone
- Stocked shelves and supplies and organized displays
- Answered questions regarding the store and its merchandise
- Organized racks and shelves to maintain the visual appeal of the store
- Verified that all customers received receipts for purchases
- Developed positive customer relationships through friendly greetings and excellent service.
Office Clerk
Gun Exterminating
07.2004 - 07.2007
- Selling termite services, setting termite inspection appointments, filing, answering phones, making bank deposits, faxing
- Assisting manager in any other duties that needed to be done
- Greeted visitors entering the office, determined the nature and purpose of visit and directed them to the appropriate destination
- Processed accounts receivable
- Contacted clients regarding unpaid and underpaid accounts to resolve any issues
- Composed and drafted all outgoing correspondence and reports for managers.
Education
BUSINESS LEADERSHIP
Freedom Christian Center
Santa Fe Springs, CAHigh School Diploma -
VALLEY VIEW HIGH SCHOOL
Ontario, CA06.1993
Skills
- Fast learner
- Understanding Customer Needs
- Dispute Resolution
- Selling Skills
- Inbound and Outbound Calling
- High-Volume Environments
- Appointment Scheduling
- Time Management
- Cultural Sensitivity
- Telemarketing Expertise
- Productivity Standards
- Sales Quota Achievement
- Courteous with Strong Service Mindset
- Marketing Strategies
- Responding to Difficult Customers
- Patient and Empathetic
- AVAYA Aura
- Computer Proficiency
- Ability to Work Independently
- Call Documentation
Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Timeline
Customer Service Specialist / Universal Agent
Orkin Pest Control
03.2019 - Current
Office Manager
Eco Concepts Termite & Pest Control
12.2018 - 03.2019
Customer Service Representative
Revolution Pest Solutions
05.2018 - 12.2018
Office Manager
Valiant Exterminators
04.2011 - 06.2017
Cast Member
Disney Store
10.2007 - 03.2012
Office Clerk
Gun Exterminating
07.2004 - 07.2007
BUSINESS LEADERSHIP
Freedom Christian Center
High School Diploma -
VALLEY VIEW HIGH SCHOOL
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Achieved Appointment schedules by completing Customer Calls with accuracy and efficiency.