Jennie Reynoso Cota
Customer Service Representative
San Diego,CA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
AT&T
Tustin, CA
03.1999 - Current
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
None - General Studies
Southwestern College
Chula Vista, CANone - General Studies
San Diego City College
San Diego, CASkills
- Critical Thinking
- Account updating
- Calm Under Pressure
- Transaction Processing
- Strategic sales knowledge
- Order Fulfillment
- Data Management
- Quality Control
- Problem Resolution
- Calm and Professional Under Pressure
- Complaint resolution
- Live chat support
- Conflict Resolution
- Salesforce CRM
- Order and Refund Processing
- Sales Transactions
- Call Center Operations
- Credit adjustments
- Call center experience
- Remote Office Availability
- Active Listening
- Payment Processing
- Customer satisfaction measurement
- Account Updates
- Call Management
- Sales and Upselling
- Customer Service
- Complaint Handling
- Product Recommendations
- Customer Relationship Management (CRM)
- Understanding Customer Needs
- Service standard compliance
- Teamwork and Collaboration
- Spanish Fluency
- Customer Education
- Order Processing
volunteer work
School Site Counsel member Taft Middle school
School Governance member Taft Middle school
University City HS Football Booster
Additional Information
none
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
AT&T
03.1999 - Current
None - General Studies
Southwestern College
None - General Studies
San Diego City College