Manuel Jorquera Soto
El Paso,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
El Paso, TX
11.2008 - 10.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Mentored new employees on procedures and policies to maximize team performance.
- Supported sales team members to drive growth and development.
- Surpassed sales goals through implementation of successful marketing strategies.
- Mentored junior team members and managed employee relationships.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Bachelor of Business Administration -
Strayer University
Washington, DC12-2022
Skills
- Paperwork Processing
- Information Security
- Inbound and Outbound Calling
- Complaint Resolution
- High-Energy Attitude
- Building Rapport
- Active Listening
- Sales Closing
- Multi-Task Management
- Conflict Mediation
- Tactful and Diplomatic
- Product Promotion
- Sales Expertise
- Customer Education
- De-Escalation Techniques
- Customer Service
- Positive and Professional
- Microsoft PowerPoint
- Reading Comprehension
- Problem-Solving Abilities
- Order Processing
- Problem Resolution
- Customer Relations
- Order Fulfillment
- Customer Consulting
- Follow-Up Skills
- Escalation Management
- Credit Card Payment Processing
- Researching
- Product Knowledge
- Documentation
- Complaint Handling
- Receiving Support
- Microsoft Excel
- Technical Support
- Administrative Support
- Account Management
- Microsoft Office Expertise
- Courteous Demeanor
- Project Management Abilities
- Service Upselling
- Critical Thinking
- Lead Generation
- Senior Leadership Support
- [Spanish] Fluency
- Strong Interpersonal Skills
- Database Research
- Upselling Strategies
- Payment Processing
- Problem-Solving
- Document Translation
- Service Recommendations
- Sales Promotion
- Call Management
Timeline
Customer Service Representative
Verizon Wireless
11.2008 - 10.2023
Bachelor of Business Administration -
Strayer University