Michael Fierro
El Paso,TX
Summary
Knowledgeable and dedicated customer service professional with 14 year experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Advocate
Verizon Wireless
03.2009 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Educated customers about current plans and device options and processed purchases.
- Offered best practices to assist team members in offering each customer top-notch support.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Barista Shift Supervisor
Starbucks
08.2007 - 02.2009
- Served customers quickly and efficiently and created strategies to prevent delays.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Monitored customer feedback to improve barista performance and customer service.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
Education
Communications -
High School Diploma -
06.2005
- Extracurricular Activities: Marching Band, Cross Country
Skills
- Call Center Customer Service
- Technical Support
- Critical Thinking
- Complaint Resolution
- Strategic Sales Knowledge
- Team Development
- Staff Training
- Credit and Debit Card Processing
- Microsoft Word
- Prioritization
- Typing Proficiency
- Active Listening
- Bilingual
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Advocate - Verizon Wireless
03.2009 - Current
Barista Shift Supervisor - Starbucks
08.2007 - 02.2009
The University of Texas At El Paso - Communications ,
Jefferson High School - High School Diploma,