Jose Araujo
San Francisco,CA
Summary
Motivated Customer Success Specialist processes and tracks customer orders in fast-paced environment with demonstrated commitment to customer service excellence. Multitasks, prioritizes and problem solves while creating and maintaining well-organized workflow. Strong software knowledge and proficiency to navigate multiple systems.
Overview
16
16
years of professional experience
Work History
Order Management - WFH
Peet’s Coffee & Tea
04.2023 - 04.2024
- Received and processed an average of 50 customer sales orders in a timely manner, set order ship schedules, ensured company system was up to date
- Communicated with sales and customer service teams to address any issues or discrepancies, update changes to order(s) ship/delivery dates, and provided accurate order statuses as needed
- Contacted customers to remind and collect outstanding payments and unpaid invoices.
- Responsible for resolution of diverse range of issues including general questions and problems involving pricing, inventory, transportation, and product delivery.
- Reduced order errors with meticulous attention to detail, thorough review, and effective communication.
Product Support Agent - WFH
Patreon
04.2022 - 03.2023
- Identified customers’ needs and provided excellent customer service by consistently exceeding service level agreements
- Trained new hires via shadow sessions and reviewed ticket work for accuracy and efficiency
- Responsible for reporting and triaging basic bug issues and handling time sensitive and confidential information.
Sales Support Analyst
Elastic
07.2021 - 04.2022
- Provided first level contact to internal teams to ensure data and territory were aligned correctly to appropriate teams
- Responsible for ensuring accuracy of customer master, sales organization hierarchy and product hierarchy for sales reporting
- Responsible for maintenance of territory alignment requests and ensured timely processing of changes.
Solar Finance Specialist
Sungage Financial
08.2019 - 03.2020
- Provided excellent support to installers and customers via phone, email and chat
- Revised project documents for accuracy and compliance with product requirements
- Managed day-to-day flow of projects towards funding while educating customers and installers about Sungage platform and products.
Customer Support Analyst
Denizen
03.2019 - 07.2019
- Resolved product and service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
- Worked with cross-functional teams to ensure quality throughout the app development lifecycle
- Identified different types of data that need tracking to improve business performance.
Customer Support Representative
Solar Mosaic
03.2018 - 03.2019
- Resolved product or service issues by clarifying customer’s complaint via phone and email
- Provided support to partners and customers by answering questions regarding payments and/or uploading of documents to internal platform
- Provided excellent customer service by managing high volume of different customer relationships, including receiving inbound customer calls to help explain any verification steps and documents that are needed in order to move forward with loan decision.
Office Coordinator
Career Group
01.2018 - 03.2018
- Monitored office supplies inventory and placed orders
- Assisted in vendor relationship management
- Supported other teams with various administrative tasks such as redirecting calls, disseminating correspondence and scheduling meetings.
Customer Service Representative
Sephora
08.2017 - 12.2017
- Provided client support via email and over the phone
- Assisted with client inquiries, troubleshooting and general support
- Maintained business acumen, courtesy and professionalism while dealing with all clients.
National Customer Service Representative
Hyundai Motor America
01.2017 - 05.2017
- Engaged in consultative discussions and negotiated resolutions that met clients’ and Hyundai Motor America objectives
- Addressed and resolved customer concerns to achieve first contact resolution
- Worked directly with appropriate departments to ensure the quality of resolution.
Teller/Customer Service Rep
Wells Fargo
08.2016 - 02.2017
- Utilized sales, service, and product knowledge to provide excellent customer service and increase sales opportunities
- Processed transactions in order to help customers manage their finances
- Identified ways to make financial services more convenient for customers by recommending relevant products and services.
Customer Success Agent
Insikt
02.2016 - 11.2016
- Answered all customer service inquiries in an accurate and timely manner
- Alerted applicants to pending applications and addressed customer concerns
- Found alternative contact information for customers that we have not been able to reach.
Shift Supervisor
California Yellow Cab Company
11.2007 - 08.2015
- Managed the flow of cabs at the airport including supervising and maintaining order in the taxi lot
- Greeted customers, answered questions, provided quotes, and ensured all needs were met
- Trained new employees, monitored and ensured quality of customer service at all times.
Education
High School Diploma -
Los Amigos Lobos High School
Fountain Valley, CA06.2005
Skills
- Salesforce
- Zendesk
- Dynamics 365
- Jira
- Google applications
- Microsoft Suite
- Fluent in Spanish
Timeline
Order Management - WFH
Peet’s Coffee & Tea
04.2023 - 04.2024
Product Support Agent - WFH
Patreon
04.2022 - 03.2023
Sales Support Analyst
Elastic
07.2021 - 04.2022
Solar Finance Specialist
Sungage Financial
08.2019 - 03.2020
Customer Support Analyst
Denizen
03.2019 - 07.2019
Customer Support Representative
Solar Mosaic
03.2018 - 03.2019
Office Coordinator
Career Group
01.2018 - 03.2018
Customer Service Representative
Sephora
08.2017 - 12.2017
National Customer Service Representative
Hyundai Motor America
01.2017 - 05.2017
Teller/Customer Service Rep
Wells Fargo
08.2016 - 02.2017
Customer Success Agent
Insikt
02.2016 - 11.2016
Shift Supervisor
California Yellow Cab Company
11.2007 - 08.2015
High School Diploma -
Los Amigos Lobos High School
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