Roselem Mata
Long Beach,California
Summary
Experienced Customer Service Representative with 9 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
RSCIII (Dispatch)
Charter Communications, Spectrum
08.2019 - Current
- Resolved escalated customer issues and provided solutions to ensure customer satisfaction.
- Coordinated and dispatched multiple service calls daily for a team of technicians.
- Communicated effectively with customers and technicians to ensure timely service arrivals.
- Communicated effectively with customers to provide accurate arrival estimates and updates.
- Managed high-volume calls with clear communication and problem-solving skills.
- 5 years of hands-on experience with SAP systems.
Retail Store Sales Manager
Metro By T-Mobile
10.2015 - 07.2019
- Collaborated with marketing teams to execute promotional campaigns that drove foot traffic and increased brand awareness in the local community.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Implemented systems and procedures to increase sales.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
- Implemented comprehensive training programs for new hires that emphasized sales techniques, product knowledge, and customer service best practices.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Financial Aid Assistant
Los Angeles Mission College ( Seasonal)
04.2017 - 07.2017
- Successfully consolidated role of two employees into one position by managing daily high traffic incoming calls, overseeing an effective accounts payable and invoice workflow, tending to general office essentials and needs as well as closely and effective coordinating with the sales, marketing and administrative internal departments.
- Utilized office management software to record and track customer information.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Assisted students and families in filling out financial aid applications.
- Created and maintained detailed records of all office activities.
Office Assistant
Youth Policy Institute (Seasonal)
08.2015 - 09.2015
- Increased community participation of the weekly children's reading group and celebrity Author events by more than 60%, resulting in an increase in 15% in sales, through a fresh implementation of improved marketing, in-store, and industry-focused programs.
- Within six months of employment, was placed in charge of training all new sales representatives on corporate policies and purchase order procedures, as well as, managing work schedules for a dozen employees, weekly marketing meetings, display creation, and outreach programs.
- Compiled and analyzed data to produce reports.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Reviewed files, records and other documents to obtain information to respond to requests.
Education
In Progress - Business Administration And Management
Los Angeles Valley College
Van Nuys, CAHigh School Diploma -
John H. Francis Polytechnic
Sun Valley, CA06.2015
Skills
- Critical Thinking
- Excellent written, verbal, and computer skills
- Proficient in Word and Excel
- Experience handling confidential customer information
- Professional telephone demeanor
- Problem-solving abilities
- Proficient in Word and Excel
- Knowledge of SAP
- Teamwork and Collaboration
- Self Motivation
Languages
Bilingual (English\Spanish) Read/Write
Timeline
RSCIII (Dispatch)
Charter Communications, Spectrum
08.2019 - Current
Financial Aid Assistant
Los Angeles Mission College ( Seasonal)
04.2017 - 07.2017
Retail Store Sales Manager
Metro By T-Mobile
10.2015 - 07.2019
Office Assistant
Youth Policy Institute (Seasonal)
08.2015 - 09.2015
In Progress - Business Administration And Management
Los Angeles Valley College
High School Diploma -
John H. Francis Polytechnic
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