Summary
Overview
Work History
Education
Skills
Timeline
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Jose Lopez Cerrato

Customer Service Expert
Orlando,FL

Summary

Dynamic, results-driven Customer Service Associate with over two years of experience in fast-paced retail environments, consistently delivering personalized service and exceeding sales targets. Proven expertise in engaging customers through hands-on product demonstrations and tailored support, complemented by strong organizational and multitasking skills that enhance territory management and new business prospecting. Bilingual in English and Spanish, with a track record of effectively training and mentoring staff to foster team success. Prepared to leverage problem-solving and communication skills to drive business growth and elevate customer experiences.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Albizu University
Orlando, FL
02.2023 - Current
  • Handled high volumes of inbound and outbound calls, providing prompt and professional customer service
  • Actively listened to customer concerns and provided accurate, effective solutions to resolve issues
  • Maintained a calm and empathetic tone while de-escalating challenging situations
  • Consistently met or exceeded performance targets, including call handling time, first-call resolution, and customer satisfaction
  • Used CRM systems to document call details, track issues, and follow up as needed
  • Assisted customers with order placement, account inquiries, billing explanations, and basic troubleshooting
  • Adapted to changing scripts, policies, and procedures while maintaining a positive customer experience
  • Collaborated with team members and supervisors to share feedback and improve call quality
  • Balanced multiple tasks efficiently while maintaining attention to detail and accuracy
  • Communicated clearly and professionally with a diverse customer base
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Field Sales

AT&T
02.2022 - 01.2023
  • Engaged customers through tailored interactions, understanding specific needs and preferences for AT&T products.
  • Delivered hands-on demonstrations of advanced AT&T technologies, including 5G Phone Lines, ensuring comprehensive product understanding.
  • Effectively negotiated sales and closed deals, consistently exceeding performance targets while resolving customer inquiries and processing agreements.
  • Managed territory through strategic scheduling, including evening and weekend appointments, while prospecting new business opportunities.
  • Monitored industry trends and competitive landscape, adapting sales strategies to enhance AT&T's market presence.

Customer Service Associate

Goodwill
Orlando, FL
03.2021 - 02.2022
  • Greeted and assisted customers to create a positive shopping experience, ensuring accuracy in cash handling, payment processing, and credit/debit transactions, including gift cards.
  • Helped customers locate items, resolved concerns, and provided professional service to ensure customer satisfaction.
  • Cleaned and prepared jewelry for display in locked cases and high-value areas, maximizing sales opportunities.
  • Sorted and priced incoming donations based on category, condition, and store policies.
  • Organized and restocked merchandise on the sales floor, creating attractive and accessible displays.
  • Trained new staff and volunteers on donation sorting, register operation, and customer service practices to maintain service quality.
  • Offered product knowledge and provided personalized jewelry recommendations to customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

Associate of Arts - Business Administration

Valencia
Orlando, FL
05.2001 -

Skills

  • Effective team collaboration

  • Analytical problem solving

  • Bilingual in English and Spanish

  • Proficient in organization

Targeted sales techniques

Timeline

Customer Service Representative

Albizu University
02.2023 - Current

Field Sales

AT&T
02.2022 - 01.2023

Customer Service Associate

Goodwill
03.2021 - 02.2022

Associate of Arts - Business Administration

Valencia
05.2001 -

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