Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Mariana Carbajal Siegfried

Mariana Carbajal Siegfried

El Paso,TX

Summary

Eight-year customer service professional with a track record of exceeding expectations and cultivating strong relationships with internal and external clients. Specialize in digital technology sales and support.

Overview

7
7
years of professional experience

Work History

CS – Digital Technology Champion II

Verizon
03.2022 - Current
  • Interacted with customers, displaying courtesy and strong interpersonal skills, to promote loyalty. Developed connections by listening and responding appropriately in all chats, ensuring a comprehensive interaction from start to finish.
  • Minimized transfer between departments by proactively resolving issues independently and providing personalized interactions that focused on the customer.
  • Handled challenging technical situations for clients in bilingual environments by successfully troubleshooting and resolving network or device manufacturer issues.
  • Submitted forms to investigate issues related to Network, device manufacturer issue, or customers' device usage.
  • Provided technical education to customers to aid in future troubleshooting of devices while delivering first-contact resolution to prevent unnecessary chat back
  • Recognized as a high achiever in both revenue and AAL, with proven ability to positively impact overall metrics according to feedback received from leadership.
  • Providing weekly updates to colleagues through monthly reports that encompassed all key metrics including attendance, adherence, and lost time while encouraging team members to surpass organizational targets.
  • Completed Tech U Network Provisioning and Tech U certifications with expertise in MARS, TRG, MVD, and NATIVEM-TASK.
  • Utilized de-escalation techniques to handle difficult situations and sought proactive engagement with unhappy customers.
  • Remained calm and composed even in tough customer situations, effectively addressing their concerns.
  • Enhanced customer experience by providing first contact resolution through the clear and concise communication of complex technical information.
  • Experience in all social media platforms.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Bilingual Chat Tech Expert

Verizon
El Paso, TX
10.2018 - 03.2023

Bilingual Chat Tech Specialist

Verizon
El Paso, TX
02.2018 - 10.2018

Rep- Customer Service Advocate

Verizon
El Paso , TX
04.2017 - 02.2018

Skills

  • Skilled at problem solving
  • Time management
  • Willing leader
  • Billing Procedures
  • Social Media Platform Expert
  • Bilingual (English /Spanish)
  • Adapt & Open to change
  • Proficient in all Social Media platforms
  • Analytical and problem-solving ability
  • Product Knowledge
  • Organizational Skills
  • Problem Resolution
  • Calm Under Pressure
  • Microsoft Office expertise
  • Upselling techniques
  • Customer Retention
  • Financial Services
  • Sales
  • Mobile & VHI

Accomplishments

  • Tier 3 Recognizition in Add a lines
  • OE champ recogniztion

Timeline

CS – Digital Technology Champion II

Verizon
03.2022 - Current

Bilingual Chat Tech Expert

Verizon
10.2018 - 03.2023

Bilingual Chat Tech Specialist

Verizon
02.2018 - 10.2018

Rep- Customer Service Advocate

Verizon
04.2017 - 02.2018

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Mariana Carbajal Siegfried