ROSALIE ACOSTA
Sanford,FL
Summary
Dedicated Customer Service Specialist with extensive experience in sales support, return processes, and high-volume customer communication. Proven ability to manage complex inquiries and resolve escalated issues while navigating internal systems such as Pinnacle and Fuse with precision. Recognized for professionalism, attention to detail, and composure under pressure while delivering clear, solution-focused support. Highly adaptable and committed to continuous learning, with readiness to expand system knowledge to enhance specialized return functions like Powerlink.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
All Star Auto Parts
Orlando, FL
07.2023 - Current
- Managed high-volume inbound calls and outbound follow‑ups, providing efficient and accurate customer support.
- Collaborated cross-functionally through Microsoft Teams to address order updates, tracking, pricing, shipping, and escalated issues.
- Facilitated responses to inquiries regarding order status, quotes, invoices, credits, shipping issues, and part verification to maintain customer satisfaction.
- Supported Sales and Returns by handling shared inboxes, follow-ups, and workflow coordination.
- Oversaw processing and monitoring of sales orders, credit requests, and return inquiries including pending or failed RMAs, past due credits, and replacement verification to ensure accuracy and policy compliance.
- Guided customers through sales and return procedures, provided status updates, and responded promptly to all communications
- Maintained accurate recordkeeping and ensured timely responses to customer inquiries
- Coordinated cross-departmental efforts to address and resolve intricate multi-step challenges effectively.
- Navigated internal systems including Pinnacle and Fuse to review order details, initiate returns, and verify customer information
- Prioritized multiple cases in fast-paced, high volume environments while maintaining service quality
- Facilitated prompt resolution of escalated customer service return and accounting inquiries, prioritizing effective solutions and fostering customer satisfaction.
Customer Service Representative
Orlando Utilities Commission
Orlando, FL
10.2022 - 06.2023
- Managed customer call routing to ensure efficient handling of inquiries outside customer service.
- Oversaw service activation for relocating customers, coordinating efforts to ensure smooth service discontinuation at former residences.
- Analyzed credit data through Experian to accurately calculate down payments necessary for launching new residential accounts.
- Investigated reported product malfunctions to effectively address and resolve customer service and billing inquiries.
- Assisted customers with managing utility accounts. Processed orders and collected information regarding complaints. Resolved issues by offering practical solutions.
- Leveraged customer information systems to maintain precise records of interactions and transactions.
- Directed unresolved customer grievances to specialized departments to enhance investigation and resolution efficiency.
- Educated customers on various payment methods, ensuring seamless access to payment phone line, website, and authorized centers.
- Facilitated communication of company policies and procedures to ensure compliance and support customer inquiries.
Inside Sales Agent
CSA Electrical Sales
Lake Mary, FL
05.2021 - 03.2022
- Leveraged multiple ERP systems to streamline order processing and inventory management.
- Drove sales growth exceeding 1.2 million through strategic distributor stock conversions.
- Established and surpassed inside sales goals by setting ambitious targets and inspiring sales representatives.
- Resolved customer inquiries regarding product pricing and availability.
- Executed precise order entry and data verification processes to ensure operational efficiency.
- Resolved customer complaints by addressing inquiries and offering effective alternative solutions.
- Facilitated customer communication to verify information and complete necessary paperwork.
- Compiled and structured quarterly commission reports for outside sales team.
- Developed and maintained relationships with clients to drive sales growth.
Inside Sales
IMAGEONE JANITORIAL
Altamonte Springs, FL
09.2019 - 04.2021
- Identified client needs, provided tailored solutions, and addressed objections through consultative selling techniques.
- Utilized CRM software to manage comprehensive contact logs and account records.
- Employed mathematical expertise to facilitate accurate calculations, price negotiations, and contract setups.
- Monitored and updated product knowledge to effectively address customer needs and optimize sales opportunities.
- Facilitated collaboration with vendor representatives and company customers to establish efficient delivery schedules.
- Surpassed targeted sales goals by actively seeking new sales opportunities and expertly closing customer deals.
- Cultivated strategic relationships with existing customers through preference analysis and proactive communication management.
Sales Agent
TOTAL MARKETING CONCEPTS
Sanford, FL
07.2014 - 05.2019
- Serviced blend of inbound and outbound calls
- Utilized scripted sales strategies to converse with customers reached by manual dialing and automatic systems
- Made appointments with interested customers according to schedule availability
- Maintained proficiency in revenue and sales
- Increased market share by 80% through building lasting relationships.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
Education
Nuclear Medicine
Manhattan College
New York, NY2011
High School Diploma -
Talent Unlimited High School
New York, NY2007
Skills
- Customer service expertise in fast-paced settings
- Experienced with order-management platforms
- In-depth knowledge of company processes
- Expertise in handling escalated customer interactions
- Strong verbal and written communication
- Experience with RMAs and return label management
- Strong multi-tasking skills
- Proficient in managing inbound and outbound customer calls
- Adaptable learner of new systems
- Effective communication
Timeline
Customer Service Specialist
All Star Auto Parts
07.2023 - Current
Customer Service Representative
Orlando Utilities Commission
10.2022 - 06.2023
Inside Sales Agent
CSA Electrical Sales
05.2021 - 03.2022
Inside Sales
IMAGEONE JANITORIAL
09.2019 - 04.2021
Sales Agent
TOTAL MARKETING CONCEPTS
07.2014 - 05.2019
Nuclear Medicine
Manhattan College
High School Diploma -
Talent Unlimited High School