Miranda Castro
Newport,KY
Summary
Experienced Customer Service Representative with excellent oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Dedication to improving customer experiences through consistent use of service-oriented behaviors and understanding their desires. Committed to delivering customized solutions that meet their needs and foster long-term loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Fidelity Investments
2023.09 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
Barista
Starbucks
2021.09 - Current
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Maintained calm demeanor during high-volume periods and special events.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
- Gave samples of popular coffee and tea blends to create sales opportunities.
- Described menu items to customers and suggested products based on stated preferences.
Management Trainee
Taco Bell
2021.06 - 2021.08
- Resolved client issues by delivering excellent customer service and maintaining positive attitude.
- Resolved customer issues efficiently to build loyalty.
- Learned company processes, procedures and employee role functions.
- Shadowed managers to gain understanding of organizational expectations and management techniques.
- Acted on training and mentoring opportunities to set team members up for success.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Utilized technology to engage customers. identify needs and present solutions.
Education
High School Diploma -
Newport High School
Newport, KY05.2020
Skills
- Product Upselling and Cross Selling
- Cash Handling
- Equipment Checks and Assessments
- Hospitality and Professionalism
- Machinery Troubleshooting and Maintenance
- Relationship Building
- Customer Service
- Detail-Oriented
- POS System Operation
- Solid Problem Solver
- Speedy and Efficient
- Team Leadership
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Payment Processing
- Professional telephone demeanor
- Follow-up skills
- Scheduling
- Call Management
- De-Escalation Techniques
- Building rapport
Timeline
Customer Service Representative
Fidelity Investments
2023.09 - Current
Barista
Starbucks
2021.09 - Current
Management Trainee
Taco Bell
2021.06 - 2021.08
High School Diploma -
Newport High School