Maria Madrigal
Salt Lake City,UT
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Support Advocate II
ServiceTitan
UT
08.2022 - Current
- As a CSA II I serve as a primary point of contact for customers by troubleshooting and resolving software, workflow, and integration issues through phone, email, chat, and social media support channels. Manage a high volume of complex and escalated cases, utilizing strong problem-solving and root-cause analysis skills to restore platform functionality and minimize customer downtime. Collaborate closely with CSM’s, Associate Specialists, Developers, and other internal teams to investigate issues, coordinate solutions, and ensure customers can quickly get their business operations back up and running while maintaining a high level of customer satisfaction.
Manager
AT&T
Salt Lake City, UT
04.2021 - 07.2022
- As a manager my expectations are to meet and exceed customer experience and sales goals for the store as well as train, coach, motivate, develop, and guide employee performance through a variety of mechanisms such as feedback analysis, table touches, observations, and others. I lead several projects assigned to me like remodeling the store's layout, putting out inventory, and installing new signage to follow up with new or current promotions.
Retail Sales Consultant
AT&T
Kimball Junction, UT
03.2020 - 03.2021
- As a retail sales consultant my job was to educate customers on service and products, help with personalization of phones, accessories, that best fits their personal needs, build customer trust by listening to their concerns and giving them positive feedback, meet or exceed our monthly goals, opened and closed the store, counted cash till and report any variances.
Key Holder
Uptown Cheapskate
Salt Lake City, UT
11.2019 - 02.2020
- As a key holder I was responsible for opening and closing the store, being fast and efficient on projects and tasks assigned to me, count registers and made sure there was no discrepancy, customer service skills, making sure every single person in the store is being welcomed and are well informed about our sales, mannequins, social media, making outfits for customers with my fashion skills.
Manager/Sales Associate
American One
Antioch, CA
10.2015 - 11.2019
- As a manager and key holder I was responsible for training new hires, opening and closing the store, going to the bank to get change, counting weekly sales summary and reporting it to my district manager, handling customer’s complaints, answering the phone and resolving conflicts or complaints, customer service skills, increased business sales and customer satisfaction.
Sales Associate
Forever 21
Antioch, CA
11.2018 - 01.2019
- Greeting customers, helping guests on the sales floor, informing customers of sales or specials, ringing up purchases, going above and beyond by giving customers certain makeup recommendations that were sold at store, positive feedback, resolving conflicts, and encouraging customers to sign up for credit cards.
ROP Student Teacher
Little Falcons Preschool
01.2018 - 03.2018
- Created and planned preschool lessons, supervised and instructed small and large group activities, and recorded observations.
ROP Student Intern
Gehringer Elementary School
Oakley, CA
08.2017 - 11.2017
- Observed and helped a kindergarten class in writing, reading, and math. Taught small groups and supervised class inside and out.
Education
ROP Careers - Child Development
Freedom High School
Oakley, CA01-2018
Skills
- Fluent (Spanish & English)
- Active listening
- Customer service
- Conflict resolution
- Problem resolution
- Computer proficiency
Timeline
Customer Support Advocate II
ServiceTitan
08.2022 - Current
Manager
AT&T
04.2021 - 07.2022
Retail Sales Consultant
AT&T
03.2020 - 03.2021
Key Holder
Uptown Cheapskate
11.2019 - 02.2020
Sales Associate
Forever 21
11.2018 - 01.2019
ROP Student Teacher
Little Falcons Preschool
01.2018 - 03.2018
ROP Student Intern
Gehringer Elementary School
08.2017 - 11.2017
Manager/Sales Associate
American One
10.2015 - 11.2019
ROP Careers - Child Development
Freedom High School