Mark Navarro Sr
Mesa,AZ
Summary
Organized and dependable candidate consistently demonstrating effective management of multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals and contribute to overall organizational success. Strong organizational capabilities and thorough team contributor excelling at handling numerous projects simultaneously with accuracy. Experienced in prioritizing tasks and meeting deadlines, making me an effective asset to any team.
Overview
4
4
years of professional experience
Work History
Customer Service Advocate
Grease Monkey
Mesa, AZ
07.2024 - 11.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Completed opening and closing functions to meet operational needs.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Jiffy Lube Oil Change Center
Mesa, AZ
02.2024 - 06.2024
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Work sabbatical
Mesa, AZ
03.2023 - 02.2024
Paused career to care for my mother who became very ill due to Chronic myelomonocytic leukemia (CMML) which is cancer of the blood.
Lube Tech/ Asst. Manager
JACKSONS CAR WASH
Mesa
03.2021 - 03.2023
- Kept shop areas neat, clean, and free of safety hazards
- Greeted customers and answered questions about oil changes and other services
- Educated customers on vehicle systems operation and recommended regular maintenance schedules to promote optimal vehicle functionality
- Installed wiper blades and headlamps and confirmed items' functionality to promote safe vehicle operation
- Inspected vehicles to determine need for changing oils and filters and provided feedback to customers
- Engaged in customer follow-up phone calls to promote quality and consumer satisfaction
- Changed oil and filters in customer vehicles and safely disposed of used oil in approved receptacles.
Education
High School Diploma -
Mesa High School
Mesa, AZ05-2004
Skills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Complaint resolution
- Assertiveness
- Appointment setting
- Technical support
- Technical troubleshooting
- Live chat support
- Multi-line phone talent
- Credit card processing
- Escalation management
- Policy review
Timeline
Customer Service Advocate
Grease Monkey
07.2024 - 11.2024
Customer Service Representative
Jiffy Lube Oil Change Center
02.2024 - 06.2024
Work sabbatical
03.2023 - 02.2024
Lube Tech/ Asst. Manager
JACKSONS CAR WASH
03.2021 - 03.2023
High School Diploma -
Mesa High School