Lorena Lizbeth Alarcon
Summary
Highly proficient Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
Sheraton Palo Alto
01.2022 - Current
- Interact with 300+ guest per day with daily follow-ups via email, phone, and LightSpeed system
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Senior Customer Service Representative
Patelco Credit Union
01.2019 - 01.2021
- Up-sold minimum of 40 customers per quarter by adding value to IRA/Money Market Accounts
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Collaborated with management to advertise and increase product offering by 30% via Community tabling events
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Referred on average 5+ customers per week to our Mortgage Loan Officers
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Retail Sales Consultant
AT&T Telecommunications Company
01.2015 - 01.2019
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions
- Maintained Customer Retention Rate between 88% and 97% over a three-year period
- Remained current on all AT&T offers updates and features to inform customers
- Consistently increased sales by 20-40% by developing key customer relationships
- Expanded sales by performing comprehensive market research on AT&T competitor's products and market locations
- Oversaw deposits, processed financial transactions and maintained inventory.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Managed cash register after end of shift to balance and record accurate transactions.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Education
Bachelor's - Psychology
CSU East
Skills
- Client Relations Product Knowledge Collaboration/ Teamwork
- Hospitality Services
- Operations Oversight
- Team Building and Supervision
- Conflict Management
- Staff Development
- Strategic Thinking Customer Relation Management Relationship Building
- Training and Mentoring
- Prospecting Techniques Customer Needs Analysis
- Adaptability/Coachability
- Lead Qualification Marketing Research Analyst Problem-Solving
- Interpersonal Skills LinkedIn Sales Navigator Self-Motivation
- Consultative Sales Approach Salesforce Fluent in Spanish
- Time Management
- Administrative Skills
- Team Building
- Problem-Solving Skills
- Compliance Monitoring
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor
Sheraton Palo Alto
01.2022 - Current
Senior Customer Service Representative
Patelco Credit Union
01.2019 - 01.2021
Retail Sales Consultant
AT&T Telecommunications Company
01.2015 - 01.2019
Bachelor's - Psychology
CSU East
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