Summary
Overview
Work History
Education
Skills
References
Certification
Languages
Timeline
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Michelle Cardenas

Sunnyside,WA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Motivated to maintain customer satisfaction and contribute to company success. Solid teamplayer with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Gold Trusted Advisor-CSR

Safeco Insurance Company
Sunnyside, WA
10.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Increased efficiency and team productivity by promoting operational best practices.

Customer Service Representative

State Farm
Sunnyside, WA
10.2021 - 09.2022
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Consulted with outside parties to resolve discrepancies and create expert solutions
  • Optimized customer support by establishing collaborative service environment
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Resolved complex issues over phone with 20 customers on average everyday
  • Handled upset customers in fast-paced setting in coordination with solid team of 2 other customer service associates.

Lab Assistant

Washington State University
Pullman, Washington
05.2020 - 02.2021
  • Assisted with support duties such as filling products, labeling products, testing samples and taking inventory
  • Demonstrated flexibility working in fast-paced and ever-changing environment
  • Logged samples correctly into computerized tracking system
  • Documented experimental data and completed reports
  • Led projects and analyzed data to identify opportunities for improvement
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Education

Bachelor's Degree in Management of Informational Systems -

Washington State University, Pullman
Pullman, WA
05.2021

Associates degree in Arts -

Yakima Valley College
GRANDVIEW, WA
09.2016

Skills

  • Time Management
  • Customer service
  • Creative problem solver
  • Teamwork and Collaboration
  • Reliability
  • Effective Communication

References

  • Kevin Mark Imel, Administrative Services- Information Systems, (509)-336-9340, kimel@wsu.edu
  • Maggie Gaspar, Talent Acquisition- Austin, (509)-515-8844, gaspar.maggie10@gmail.com
  • Jacson Dowen, Entomology department- Washington State University, (314)-630-7256, dowen.jocson@wsu.edu

Certification

  • General Lines Property and Casualty Producer License- Multiple States

Languages

Spanish
Native or Bilingual

Timeline

Gold Trusted Advisor-CSR

Safeco Insurance Company
10.2022 - Current

Customer Service Representative

State Farm
10.2021 - 09.2022

Lab Assistant

Washington State University
05.2020 - 02.2021

Bachelor's Degree in Management of Informational Systems -

Washington State University, Pullman

Associates degree in Arts -

Yakima Valley College
Michelle Cardenas