Rachel Arencibia
Miami,FL
Summary
Service-oriented Customer Support Representative with 6+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Flagstar Bank
Remote- Work From Home
08.2024 - Current
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Sales Consultant Representative
AT&T RETAIL CORPORATE STORE
Miami
05.2022 - 09.2023
- Full-time RSC interacting with customers face-to-face at corporate retail store
- Working with systems like OPUS, MST, CCKM on a day-to-day basis
- Assisting customers with trade-ins, upgrades, new VGA’s, data, DTV stream services etc.
Sales Representative – applied BellSouth
AT&T SERVICES, INC.
Miami
01.2019 - 07.2020
- Full-time sales/service representatives in AT&T Call Center
- Exceeded Customer Satisfaction objective in 2019 at 104% attainment
- Enhancing product knowledge through coaching and training to improve sales and service performance
- Resolving complex and sensitive customer escalations
- Ensuring accuracy and efficiency of service, maximization of sales revenue, and adherence to established policies and procedures
- Partnering with peers and leadership to design and implement resolution strategies and process improvements.
Mobility team Lead
AT&T Mobility sales & service
Miami
05.2016 - 01.2019
- Coordinate and oversee the center's day-to-day operation to attain the center’s overall quotas and practice of company guidelines
- Developing agents by plugging in and having one-on-ones
- Handling complex customer escalations.
Education
Bachelor’s in Psychology with Minors in Criminal Justice -
Florida International University
Miami, FL01.2023
Associates in Arts -
Miami Dade College
Miami, FL01.2019
Skills
- Customer Success Management
- Complaint Handling
- Report Generation
- Data Management
Timeline
Customer Support Representative
Flagstar Bank
08.2024 - Current
Sales Consultant Representative
AT&T RETAIL CORPORATE STORE
05.2022 - 09.2023
Sales Representative – applied BellSouth
AT&T SERVICES, INC.
01.2019 - 07.2020
Mobility team Lead
AT&T Mobility sales & service
05.2016 - 01.2019
Bachelor’s in Psychology with Minors in Criminal Justice -
Florida International University
Associates in Arts -
Miami Dade College