Iris Rumbo
San Jose,CA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Federal Express
Sunnyvale, CA
06.2022 - Current
- Provided technical support over the phone when needed.
- Attended training sessions regularly to stay current on new products or services.
- Developed strong customer relationships to encourage repeat business.
- Improved customer service wait times to mitigate complaints.
- Set up and activated customer accounts.
- Made outbound calls to obtain account information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Planned and completed group projects, working smoothly with others.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Understood and followed oral and written directions.
Crew Trainer
McDonald's
San Jose, CA
03.2020 - Current
- Provided constructive feedback and one-on-one coaching to employees.
- Identified areas of improvement within the team by implementing regular assessments and evaluations.
- Monitored performance of crew members in the field, providing feedback and guidance when needed.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Recognized by management for providing exceptional customer service.
- Worked with cross-functional teams to achieve goals.
Sales Associate
Carter's
Milpitas, CA
01.2018 - 12.2019
- Increased purchase amounts by cross-selling with similar products.
- Cleaned shelves, counters and tables to maintain organized store.
- Handled customer complaints in a professional manner.
- Greeted customers to determine wants or needs.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Organized stockroom shelves according to size, color or style.
- Understood and followed oral and written directions.
- Collaborated with others to discuss new opportunities.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained schedule of class assignments to meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Planned and completed group projects, working smoothly with others.
Education
High School Diploma -
James Lick Highschool
San Jose, CA06-2020
Some College (No Degree) - Medical Assisting
Unitek College - Fremont
Fremont, CASkills
- Call Control
- Case Management
- Information Verification
- Billing Inquiries
- Problem Resolution
- Customer Complaint Resolution
- Team Leadership
- Customer Service
- Attention to Detail
- Valid Driver's License
Affiliations
- Soccer
- Staying fit
- Babysitter
- Socialize and go out when I get the chance to
Languages
English
Professional
Spanish
Professional
Accomplishments
- Honor Roll (In middle school and high school)
- Public Anthropology award (2021)
- Seal of Literacy (Bilingual)
Timeline
Customer Service Agent
Federal Express
06.2022 - Current
Crew Trainer
McDonald's
03.2020 - Current
Sales Associate
Carter's
01.2018 - 12.2019
High School Diploma -
James Lick Highschool
Some College (No Degree) - Medical Assisting
Unitek College - Fremont
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