Robert P. Cerda
Rancho Cucamonga,CA
Summary
Customer Service Representative bringing top notch skills in oral and written communication, active listening and analytical problem solving skills. Enhances customer experiences by employing service oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
23
23
years of professional experience
Work History
Remote Customer Care Representative
Forest Lawn Memorial Park
03.2021 - 09.2024
- 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.
- 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.
Remote Customer Care Representative
Automobile Club of Southern California
09.2016 - 02.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
Funeral Sales Customer Care Representative
Cerda Professional Services
09.2010 - 07.2016
- Provided consultation for Advanced Funeral Planning Services
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted call-in customers with questions and orders.
Funeral Service Care Representative
Todd Memorial Chapel
02.2002 - 07.2010
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Education
Trade School - Business Administration And Bereavement Counseling
Cypress Community College
Cypress, CA12.1993
High School Diploma -
Sierra Vista High School
Baldwin Park, CA06.1991
Skills
- Remote Customer Service
- Active Listening
- Problem Solving Abilities
- Critical Thinking
- Data Entry
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Dependable and Responsible
Timeline
Remote Customer Care Representative
Forest Lawn Memorial Park
03.2021 - 09.2024
Remote Customer Care Representative
Automobile Club of Southern California
09.2016 - 02.2021
Funeral Sales Customer Care Representative
Cerda Professional Services
09.2010 - 07.2016
Funeral Service Care Representative
Todd Memorial Chapel
02.2002 - 07.2010
Trade School - Business Administration And Bereavement Counseling
Cypress Community College
High School Diploma -
Sierra Vista High School
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