Lydia Villavicencio
Fontana,CA
Summary
Dynamic and results-driven professional with a proven track record at Spectrum, excelling in problem-solving and customer engagement. Leveraged leadership skills to enhance team performance and reduce repeat calls through effective education. Committed to delivering exceptional service and fostering rapport, ensuring high customer satisfaction and loyalty.
Developed key communication and support skills in mental health environment. Focused on active listening and crisis intervention, ensuring compassionate approach. Seeking to transition into new field, leveraging these transferable skills to make meaningful impact.
Understanding Peer Support Specialist knowledgeable in care system navigation and willing to share life experiences related to mental illness. Compassionate professional with advice and assistance to those wanting to change lives positively.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Phone/Internet Technical Support Representative
Spectrum
01.2018 - 11.2020
- Enhanced team performance by sharing expertise and collaborating on challenging cases to achieve successful outcomes.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
JR Lead Supervisor
Home Depot
08.2017 - 06.2018
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Education
No Degree - Psychology
California Baptist University
Riverside, CAHigh School Diploma -
Fontana High School
Fontana, Ca05-2005
Skills
- Stress reduction techniques
- Substance abuse awareness
- Problem-solving skills
- Leadership skills
- Relapse prevention
- Behavioral health
- Motivational interviewing
- Rapport building
Certification
- Medical Peer Support Training, NAMI - 2025
Timeline
Phone/Internet Technical Support Representative
Spectrum
01.2018 - 11.2020
JR Lead Supervisor
Home Depot
08.2017 - 06.2018
No Degree - Psychology
California Baptist University
High School Diploma -
Fontana High School
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