Leyla Orduno
Tucson,Arizona
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills. Experienced Customer Service Representative with over two years of experience working in busy, fast-paced environment's. Committed to providing prompt, quick and accurate service to large volume of incoming calls and or customers.
Overview
3
3
years of professional experience
Work History
Residential Support Technician III
Chamberlain Group
03.2023 - Current
- Completed job report cases and logs immediately following service calls.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Applied critical thinking and research to address complex issues.
- Tracked and recorded parts and labor costs related to each service call.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Specialist
Dicks Sporting Goods
08.2022 - 03.2023
- Proactively assist over 100+ customers per shift answering questions, providing merchandise expertise, processing orders and handling payments
- Delivered exceptional service to 100+ customers per day, building brand loyalty by providing exceptional support with wayfinding, production information, and purchase processing
- Applied problem-solving skills to resolve customer inquiries and disputes, and escalated using appropriate channels when necessary
- Promptly answered up to 30+ calls per shift within the company goal of 3 seconds with a success rate of 98%
- Meticulously handled POS system transactions include credit, cash exchanges, returns, and refunds to ensure seamless and accurate cash flow
Front End Supervisor
Ross Dress For Less
09.2021 - 10.2022
- Oversaw front end registers as well as managed the front end cashiers/associates
- Provided prompt customer support with a professional, friendly, and patient attitude
- Trained new hires on company-specific policies, procedures, and compliance guidelines
- Maintained a clean organized inventory and curated displays of rotating seasonal clothing and accessories
- Happily guided customers through the process of successfully finding their ideal styles
Education
Associate of Arts - Paralegal Studies/Criminal Justice Studies
Pima Community College
Tucson, Arizona05.2025
Skills
- Customer satisfaction measurement
- Training development aptitude
- Data Management
- Microsoft Office
- Salesforce CRM
- Team Development
- Microsoft Word
- Inbound Call Management
- Calm and Professional Under Pressure
- De-Escalation Techniques
Languages
Spanish
Professional Working
Timeline
Residential Support Technician III
Chamberlain Group
03.2023 - Current
Customer Service Specialist
Dicks Sporting Goods
08.2022 - 03.2023
Front End Supervisor
Ross Dress For Less
09.2021 - 10.2022
Associate of Arts - Paralegal Studies/Criminal Justice Studies
Pima Community College