Summary
Overview
Work History
Education
Skills
Timeline
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MAETZY ALARCON TORIBIO

LAS VEGAS,UNITED STATES

Summary

Detail-oriented customer service professional with over 5 years of experience in high-volume call center and retail environments. Proven expertise in Salesforce, Zendesk, and UJET with a track record of improving customer satisfaction and exceeding performance metrics. Adept at conflict resolution and multitasking in dynamic, fast-paced settings.

Overview

7
7
years of professional experience

Work History

Customer Experience/Vanguard Specialist

Instacart
Remote
01.2023 - Current
  • Provided support for Audible and Coinbase customers, adapting to different platforms and customer needs.
  • Provided chat and phone support, assisting shoppers with order cancellations, rescheduling, and payment issues.
  • Resolved account and order-related issues, escalating complex concerns as needed.
  • Documented interactions and resolutions accurately using Zendesk/Salesforce.
  • Managed a maximum concurrency of three chats, maintaining an average handling time below 750 seconds.
  • Consistently exceeded performance metrics and sought opportunities for process improvement.

Customer Service Representative

Telus International
Las Vegas, NV
01.2020 - 01.2023
  • Handled a high volume of inbound and outbound calls, ensuring minimal wait times and high customer satisfaction.
  • Educated customers on billing, payment processes, and company policies.
  • Cross-trained in Salesforce and Customer Service Central to provide comprehensive support.

Cashier

Sam's Club
Las Vegas, NV
07.2018 - 09.2019
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Maintained work area and kept cash drawer organized.
  • Maintained current knowledge of store promotions to highlight sales to customers.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.

Education

HIGH SCHOOL DIPLOMA -

Durango High School
01.2018

Some College (No Degree) - Business

University of Nevada, Las Vegas
Las Vegas, NV

Skills

  • Problem Solving
  • Time Management
  • Adaptability
  • Conflict Resolution
  • Multi-tasking
  • Customer Engagement
  • Active Listening
  • Empathy
  • Technical Support
  • Customer service
  • Chat support

Timeline

Customer Experience/Vanguard Specialist

Instacart
01.2023 - Current

Customer Service Representative

Telus International
01.2020 - 01.2023

Cashier

Sam's Club
07.2018 - 09.2019

HIGH SCHOOL DIPLOMA -

Durango High School

Some College (No Degree) - Business

University of Nevada, Las Vegas

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