Karla Lagunas
Ceres,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Boyett Petroleum
09.2018 - 05.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
Customer Service Representative
United Pacific
05.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
Education
Bachelor Of Science - Dental Hygiene
Fresno City College
Fresno, CAHigh School Diploma -
Ceres High School
Ceres, CA05.2018
Skills
- Information Security
- Complaint Resolution
- Paperwork Processing
- Data Entry
- Office Equipment Proficiency
- Store Maintenance
- Problem-Solving Abilities
- Critical Thinking
- Multitasking
- Attention to Detail
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
United Pacific
05.2023 - Current
Customer Service Representative
Boyett Petroleum
09.2018 - 05.2023
Bachelor Of Science - Dental Hygiene
Fresno City College
High School Diploma -
Ceres High School
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