Ramon Cisneros
Victorville,CA
Summary
Multifaceted Customer Service Specialist with 23+ years experience in customer service, resolving account service concerns for customers and corporation. Expert in Sales, data entry, technical support and offline support experience. Seeking full-time position that offers professional challenges utilizing management and problem-solving skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
LEAD CUSTOMER SERVICE SPECIALIST
Frontier Communications
04.2016 - 06.2023
- Responded to telephone inquiries and complaints following standard operating procedures.
- Offline Support to internal departments, worked on different offline queue's to complete assigned tasks for correspondence, upgrades, bill adjustments , override credit requests
- Perform daily assistance to field techs and internal departments using established workforce management systems
- Responsible for reviewing, updating, processing orders, handle Customer inquiries , complains, billing questions and payments
- Resolved average of 350 to 400 inquiries in any given week and consistently met performance benchmarks in all areas ( speed, accuracy and volume).
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
CUSTOMER SERVICE REPRESENTATIVE SPECIALIST
Verizon
02.2000 - 04.2016
- Exercised sales environment on daily basis to provide customer satisfaction and loyalty
- Assisted supervisors with complex issues including customer escalations
- Contributed to quality customer experience and sales revenue
- Assisted customers with Lifeline services
- Communicated fluently to Spanish Speaking market
- Managed over 50 customers calls per day
- Resolved customer complaints and mitigated dissatisfaction by employing timely solutions.
- Addressed various internal and external customer questions and concerns regarding shipments, billing
- Managed conflict resolutions with customers, Technicians and other personnel.
- Spanish customer service single point of contact
- Billing, Sales, Repair and Orders
- Answered customer telephone calls promptly to avoid on-hold wait times
- Tracked customer service cases and updated service software with customer information
- Cross-trained and provided backup support for organizational leadership
- Answered constant flow of customer calls with minimal wait times
Education
HIGH SCHOOL DIPLOMA - Hight School Diploma
Chula Vista High School
Chula Visa, CA08.1989
Skills
- Billing Adjustments and Refunds
- Multitasking and Organization
- Livechat Messaging
- Call Volume and Quality Metrics
- Administrative and Office Support
- Microsoft Office
- Payment Processing
- Investigate Claims
- Help Desk Support
Certification
Multitasking And Organization Customer Relations Effective Written And Verbal Communication
Senior Leadership Support Microsoft Office Telephone Etiquette
Languages
Spanish
Native or Bilingual
Timeline
LEAD CUSTOMER SERVICE SPECIALIST
Frontier Communications
04.2016 - 06.2023
CUSTOMER SERVICE REPRESENTATIVE SPECIALIST
Verizon
02.2000 - 04.2016
HIGH SCHOOL DIPLOMA - Hight School Diploma
Chula Vista High School