Iris Flores
San Benito
Summary
Driven professional with extensive experience in customer service and sales. Complied in upselling strategies and CRM software, enhancing customer satisfaction and loyalty. Ability in staff training and problem resolution, enhancing customer interaction and loyalty. Adaptable to changing needs and committed to achieving results.
Overview
8
8
years of professional experience
Work History
Retention Customer Service Representative
Charter Communications, Spectrum
05.2024 - Current
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs.
- Ensured compliance with industry regulations and company policies throughout all dealings with customers.
- Handled high-volume calls, ensuring great customer service while maintaining professionalism.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
Fraud Specialist
ACT
01.2024 - 04.2024
- Answered phone calls in a timely manner to avoid long hold times.
- Optimized fraud investigation workflows, accelerating resolution times and minimizing customer impact.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
Inbound Sales Representative
Qualfon
08.2022 - 01.2024
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
Inbound Sales Representative
Qualfon
12.2020 - 06.2021
- Documented details of calls and customer interactions.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Performed work in compliance with established regulations, policies and standard operating procedures.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
Sales Manager
Siempre Wic Stores
09.2019 - 09.2020
- Hired, trained employees after recruiting, interviewing, and hiring them.
- Sales of consumable goods.
- Maintain clean/organized work environment.
- Take in/Track shipment & store inventory.
Cahshier/Shipment Supervisor
Fallas Paredes Discount Stores
11.2016 - 09.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Take payments via cash, debit/credit cards.
- Maintain clean/organized work environment.
- Trained employees with our POS system.
Education
Associates - Automotive Technology
TSTC
Harlingen, TX12.2015
Skills
- Call center experience
- Upselling strategies
- CRM software proficiency
- Customer Service
- Active Listening
- Problem Resolution
- Computer Proficiency
- Money handling abilities
- Microsoft Outlook
- Staff Training
- Payment Processing
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Retention Customer Service Representative
Charter Communications, Spectrum
05.2024 - Current
Fraud Specialist
ACT
01.2024 - 04.2024
Inbound Sales Representative
Qualfon
08.2022 - 01.2024
Inbound Sales Representative
Qualfon
12.2020 - 06.2021
Sales Manager
Siempre Wic Stores
09.2019 - 09.2020
Cahshier/Shipment Supervisor
Fallas Paredes Discount Stores
11.2016 - 09.2018
Associates - Automotive Technology
TSTC
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