Maria Elena Sanchez
El Paso,TX
Summary
Dependable professional with experience in dynamic, high-performance environments. Skilled in processing transactions, handling cash, using registers and arranging merchandise. Maintains high-level customer satisfaction by smoothly resolving customer requests, needs, and problems.
Results-driven professional experienced in dispatch logistics and customer service. Effective in managing communications and problem resolution, leading to improved operational efficiency and enhanced client relationships.
Overview
18
18
years of professional experience
Work History
Dispatcher
Howl Transportation
El Paso, TX
03.2021 - 03.2023
- Coordinated dispatch logistics to ensure timely delivery schedules and efficient route planning.
- Monitored vehicle locations using GPS tracking systems to optimize operational efficiency.
- Communicated effectively with drivers to address issues and adjust routes as needed.
- Managed inbound and outbound communications to facilitate seamless transportation processes.
- Communicated effectively with drivers to ensure timely pickups and deliveries.
- Monitored shipment statuses and resolved issues promptly to maintain service quality.
- Maintained accurate records of shipments, ensuring compliance with industry regulations.
- Assisted in training new dispatchers on system usage and operational procedures.
- Monitored weather conditions daily to preemptively adjust routes when necessary, reducing potential delays due to adverse conditions.
- Built strong relationships with clients through effective communication and problem-solving skills, contributing to increased business opportunities.
- Served as point of contact for emergency situations involving company vehicles or drivers, coordinating appropriate response measures quickly and effectively.
Technical Support Customer Service Specialist
Alorica
El Paso, TX
01.2012 - 03.2016
- Resolved customer inquiries efficiently through multiple communication channels, enhancing satisfaction and loyalty.
- Trained new team members on company policies and customer service protocols to ensure consistency in service delivery.
- Implemented process improvements that streamlined complaint resolution, reducing average handling time significantly.
- Analyzed customer feedback to identify trends and recommend strategic enhancements to service offerings.
- Led quality assurance reviews to maintain high standards of customer interactions, ensuring compliance with company guidelines.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Technical Support Customer Service Specialist
ACS
El Paso, TX
06.2009 - 01.2012
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Processed payments, credits, and refunds
- Explained and assisted with billing inquiries from customers
- Provided Technical Assistance over the phone with products from the company
- Upsell products and services for company to customers
- Made outbound calls when necessary to ensure exceptional customer service
Customer Service Representative
Comdata
El Paso, TX
10.2007 - 04.2009
- Delivered exceptional bilingual support to customers via phone, email, and chat channels.
- Resolved complex inquiries and complaints while maintaining high customer satisfaction levels.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Processed payments, credits, and refunds
- Explained and assisted with billing inquiries
Secretary
Ultimate Rides
El Paso, TX
04.2005 - 10.2007
- Managed daily office operations, ensuring smooth workflow and efficient communication.
- Coordinated schedules and appointments for executive team, optimizing time management.
- Maintained accurate records and files, enhancing document retrieval processes.
- Assisted in preparing reports and presentations, improving information delivery to stakeholders.
- Oversaw inventory management of office supplies, reducing costs through effective procurement strategies.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Received shipments and mail and forwarded to correct department
- Process and track Clients payments
- Create and forward invoices for Clients
Education
Diploma - Legal Office Administration
International Business College
El Paso, TX05-2006
High School Diploma -
Fabens Highschool
Fabens, TX05-2004
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Microsoft Word -Bilingual (Spanish)
- PowerPoint -Responsible
- Excel
- Organized
- Keyboarding (60 wpm) -Reliable
- Legal Terminology -Honest
- Criminal Law -Hardworking
- Writing Skills -Multitasked
- Reading Skills -Efficient
- Communication Skills -Work Well under Pressure
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Dispatcher
Howl Transportation
03.2021 - 03.2023
Technical Support Customer Service Specialist
Alorica
01.2012 - 03.2016
Technical Support Customer Service Specialist
ACS
06.2009 - 01.2012
Customer Service Representative
Comdata
10.2007 - 04.2009
Secretary
Ultimate Rides
04.2005 - 10.2007
Diploma - Legal Office Administration
International Business College
High School Diploma -
Fabens Highschool