Kenneth Sosa
Olmito
Summary
Seeking a position which will offer a challenge, an opportunity for advancement where I can fully utilize my skills and abilities.
Professional with robust experience in customer support and solutions. Skilled in resolving complex issues, fostering positive client relationships, and driving team collaboration. Strong adaptability, communication, and problem-solving abilities ensure effective responses to evolving customer needs. Reliable and focused on delivering exceptional results and continuous improvement.
Overview
18
18
years of professional experience
Work History
Sales and Customer Solutions Representative
Spectrum
04.2022 - Current
- Provided exceptional customer support through effective communication and problem-solving skills.
- Assisted customers in navigating product features and resolving inquiries efficiently.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled high-volume calls while maintaining professionalism and courtesy, contributing to a positive work environment.
- Contributed to sales growth by identifying upselling opportunities during interactions with customers, promoting additional products or services when appropriate.
Customer Service Representative Supervisor
Maximus
02.2014 - 03.2022
- Provided bilingual support to customers, resolving inquiries efficiently and enhancing satisfaction.
- Supervised call center operations, ensuring adherence to quality standards and performance metrics.
- Trained and mentored staff on effective communication techniques and customer service best practices.
- Monitored team performance, providing feedback to drive continuous improvement in service delivery.
- Collaborated with upper management to formulate strategies for achieving departmental goals and objectives.
- Analyzed call data to identify trends and areas for enhancement in service quality and customer satisfaction.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Facilitated communication between English and Spanish-speaking clients, ensuring clarity in service delivery.
- Managed high volume of customer interactions, maintaining accuracy in information provided and services rendered.
Cashier
Sam’s Club
03.2012 - 12.2013
- Maintained organized checkout area to enhance efficiency and customer experience.
- Trained new cashiers on operational procedures and best practices.
- Handled cash, credit, and electronic payments while ensuring security protocols.
- Resolved customer complaints promptly to maintain high satisfaction levels.
- Greeted customers entering store and responded promptly to customer needs.
- Processed transactions accurately using point-of-sale systems.
- Assisted members with product inquiries and provided exceptional customer service.
Dental Assistant
ABC Family Dental
07.2012 - 09.2012
- Externship 200 hours
- Assisted in patient preparation and comfort during dental procedures.
- Managed sterilization of instruments and adherence to infection control protocols.
- Collaborated with dentists to ensure efficient workflow in clinical settings.
- Maintained accurate patient records and updated treatment plans as needed.
Customer Service Representative/Cashier
HEB
04.2008 - 06.2011
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new staff on customer service protocols, ensuring consistent quality in service standards.
- Implemented best practices in conflict resolution, resulting in a more positive customer experience overall.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Diploma - Dental Assisting
South Texas Vocational Technological Institute
Associates Degree - Spanish Education
University of Texas At Brownsville
High School Diploma -
Los Fresnos High School
05-2006
Skills
- Organization
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
- Customer service
- Teamwork
- Problem-solving
- Multitasking
- Excellent communication
- Computer skills
Languages
Spanish
Native or Bilingual
Timeline
Sales and Customer Solutions Representative
Spectrum
04.2022 - Current
Customer Service Representative Supervisor
Maximus
02.2014 - 03.2022
Dental Assistant
ABC Family Dental
07.2012 - 09.2012
Cashier
Sam’s Club
03.2012 - 12.2013
Customer Service Representative/Cashier
HEB
04.2008 - 06.2011
Diploma - Dental Assisting
South Texas Vocational Technological Institute
Associates Degree - Spanish Education
University of Texas At Brownsville
High School Diploma -
Los Fresnos High School