Paul Montoya
San Antonio,TX
Summary
Dynamic Customer Service Representative with a proven track record at AutoZone, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Recognized for improving customer satisfaction and retention rates by implementing effective solutions and fostering teamwork. Committed to delivering exceptional service and maintaining meticulous records.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Customer Service Representative
AutoZone
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
High School Diploma -
St. Philip's College
San Antonio, TX05-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Teamwork and collaboration
- Friendly, positive attitude
- Dependable and responsible
- Flexible and adaptable
- Attention to detail
- Time management
- Problem-solving
- Verbal communication
Certification
- Level 1 auto body collision certificate
- collision tech
- disassembly and reassembly tech including damage estimator
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
AutoZone
08.2024 - Current
High School Diploma -
St. Philip's College
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