Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosalva Castanon

El Paso,TX

Summary

Proven Customer Service Representative with a track record of enhancing customer loyalty and streamlining service operations at Maximus Federal Services. Excelled in creative problem-solving and key stakeholder relationship building, achieving top performer status through exceptional administrative support and empathy-driven service. Skilled in POS systems, adept at fostering a customer-centric culture. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Maximus Federal Services
El Paso, TX
01.2020 - 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.

Customer Service Representative

The Results Company
Saint Joseph, MO
07.2016 - 11.2019
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Education

Medical Coding

Western Technical Institute
El Paso, TX
12.2023

Skills

Key stakeholder relationship building

POS systems expert

Stocking and replenishing

International sales support

Creative problem solving

Retail store support

Money handling abilities

Administrative support

Timeline

Customer Service Representative

Maximus Federal Services
01.2020 - Current

Customer Service Representative

The Results Company
07.2016 - 11.2019

Medical Coding

Western Technical Institute
Rosalva Castanon