Margaret Cervantez
San Jose,CA
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Tier 3 Hardware Support
Accenture Flex
San Jose , CA
2020.10 - Current
- Analyzed workflows and procedures to recommend operational support tools and technologies.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Collected, analyzed and reported on data for use in operational planning.
- Experience debugging PC hardware platforms, building systems and configuring hardware.
- Runs predefined software installation and tests in a controlled environment, and records both the system set up and test results accurately.
- Set up and calibrate systems for testing.
Customer Service Agent
BC Forward
San Jose , Ca
2018.05 - 2020.10
- Ensure customer satisfaction by providing excellent customer service.
- Assist users with general inquiries, product support, service information, billing inquiries, order processing and technical issues in a diverse technology environment (via phone/email/chat)
- Respond appropriately to customer escalations.
- Triage Support Queue for routing to Tier 2, Partner, or Department.
- Good understanding of customer’s needs and how to diagnose and fix their issues.
Assistant Manager
Amazing Lash Studio
San Jose , Ca
2017.10 - 2018.02
- Selected staff for specific positions and provided training and professional development.
- Collaborated with management on employee and customer service issues.
- Evaluated employee performance.
- Resolved customer complaints, addressed customer concerns and explained company or store policies.
- Coordinated daily customer service operations such as sales processes, orders and payments.
- Directed and led employees, supervising activities to drive productivity and efficiency.
Guest Services Lead
The Tech Museum of Innovation
San Jose , Ca
2013.11 - 2017.10
- Oversee Admissions, Guest Services and Membership and provide information about The Tech to visitors.
- Responsible for opening, closing and reconciling the receipts of the museum's admissions stations.
- Model outstanding customer service standards in all interactions with guests, both internal and external.
- Prepare and schedule lunch breaks on a daily basis.
- Work with Supervisor on training and development of staff.
- Book school, youth and tour group visits using the Tessitura ticketing system.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
Wireless Sales Associate
Fry's Electronics
San Jose , Ca
2011.08 - 2013.04
- Greeted many customers daily, offering assistance with purchases.
- Communicated store initiatives and promotions to customers to generate return business.
- Recommended alternative items if product was out of stock.
- Received multiple customer service satisfaction letters.
- Promoted from merchandiser to sales associate within 4 weeks.
Education
High School Diploma -
Yerba Buena High School
01.2011
Skills
- Defect Analysis and Resolution
- Help Desk Support
- Interpersonal Skills
- Training Materials Development
- Technical Troubleshooting
- Verbal and Written Communication
- Customer Service
- Resolving Problems and Incidents
- Account Administration
- Remote Technical Support
- Conflict Resolution
- Analytical and Methodical
Timeline
Tier 3 Hardware Support
Accenture Flex
2020.10 - Current
Customer Service Agent
BC Forward
2018.05 - 2020.10
Assistant Manager
Amazing Lash Studio
2017.10 - 2018.02
Guest Services Lead
The Tech Museum of Innovation
2013.11 - 2017.10
Wireless Sales Associate
Fry's Electronics
2011.08 - 2013.04
High School Diploma -
Yerba Buena High School
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