Marlen Estrada
Phoenix,AZ
Summary
Dynamic professional with a proven track record, adept in technical troubleshooting and fostering customer satisfaction. Skilled in managing high-stress situations and multitasking, I consistently exceed sales targets. My adaptability and problem-solving skills ensure top-notch service delivery and operational efficiency, achieving a significant improvement in customer service metrics.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Service Representative
Progress Residential
Tempe, AZ
03.2023 - Current
- Efficiently manage and process resident service requests, ensuring timely resolution.
- Proactively identify and resolve resident concerns, escalating issues as needed.
- Maintain accurate records of service requests and case management.
- Collaborate with various department to ensure seamless service delivery.
Technical Support Representative
Consumer Cellular
Phoenix, AZ
09.2023 - 03.2024
- Navigated multiple computer systems and applications to find information.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Achieved monthly sales targets consistently by implementing effective sales strategies and tactics.
Customer Service Representative
Wells Fargo
Phoenix, AZ
02.2022 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded proactively and positively to rapid change in new guidelines, policies and regulations.
- Reviewed transactions with customers to identify any suspicious activity.
Technical Support Representative
Asurion
Phoenix, AZ
07.2019 - 11.2021
- Managed high levels of call flow and responded to technical support needs.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Installed and configured operating systems and applications.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Team Leader Manager
Pizza Hut
Phoenix, AZ
01.2017 - 07.2019
- Supervise and motivate a team of employees, ensuring efficient and effective operations.
- Meet daily production target, maximizing efficiency and customer satisfaction.
- Manage inventory and ensure proper stock levels.
- Proficient in closing procedures, including profit reconciliation and system submissions.
- Experience with processing refunds and exchanges.
Education
High School Diploma -
Arizona Preparatory Academy
Mesa, AZSkills
- Customer service
- Time management
- Multitasking and organization
- Inbound customer service
- Data entry
- Technical troubleshooting
- Complaint handling
- Documentation and reporting
- Payment processing
- Quality assurance
- Stress management
- Problem-solving skills
- Active listening
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
Certification
- Certificate of Language Ability
Timeline
Technical Support Representative
Consumer Cellular
09.2023 - 03.2024
Customer Care Service Representative
Progress Residential
03.2023 - Current
Customer Service Representative
Wells Fargo
02.2022 - 07.2023
Technical Support Representative
Asurion
07.2019 - 11.2021
Team Leader Manager
Pizza Hut
01.2017 - 07.2019
High School Diploma -
Arizona Preparatory Academy