Maynor Murcia
San Jacinto,CA
Summary
Dynamic professional with a proven track record in customer support and conflict resolution, honed at Confie Insurance Group. Excelled in complaint handling and CRM software, enhancing customer satisfaction and streamlining data management. Recognized for empowering teams and improving operational efficiency. Skilled in fostering customer relationships and resolving complex issues with tact.
I am a Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Confie Insurance Group
07.2019 - 02.2024
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Bilingual Customer Service Representative
CCSI International
03.2014 - 08.2020
- Documented customer service policies, scripts and procedures in [Language].
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and [Type]-speaking customers.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Tire Technician
Costco Wholesale Corp
05.2012 - 11.2013
- Assisted customers with selecting correct brand, type and size of tire for vehicle.
- Inflated tires to prescribed PSI per load requirements to optimize tire safety.
- Rotated, mounted and balanced tires on cars, trucks, and vans.
- Delivered outstanding service, addressing client concerns promptly and professionally.
- Reduced inventory costs by accurately tracking stock levels and ordering supplies as needed.
- Promoted energy conservation by properly inflating tires according to manufacturer specifications.
- Serviced customer vehicles quickly and accurately to meet daily appointment schedules.
Team Leader
Superior Wheels
02.2002 - 09.2004
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Prioritized safety through proper disposal of hazardous materials and adherence to company protocols.
Education
High School Diploma -
Garey High School
Pomona, CA06-1999
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Help desk support
Certification
- Tire Especialist Training
- Certified Haz-Mat Training, Superior Wheels
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Software
Windows 11
Word
Power point
Timeline
Customer Support Specialist
Confie Insurance Group
07.2019 - 02.2024
Bilingual Customer Service Representative
CCSI International
03.2014 - 08.2020
Tire Technician
Costco Wholesale Corp
05.2012 - 11.2013
Team Leader
Superior Wheels
02.2002 - 09.2004
High School Diploma -
Garey High School
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