Charles Ryan Mata
La Puente,CA
Summary
Proven Customer Service Advocate with a track record of enhancing customer satisfaction through expert resolution of conflicts and complaints. At DPS Security, leveraged problem-solving abilities and computer proficiency to improve team collaboration and customer service delivery. Achieved significant improvements in customer loyalty and satisfaction metrics.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Performance Auto Sales
2013.11 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Service Advocate
DPS Security
2018.02 - 2020.10
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Completed opening and closing functions to meet operational needs.
Education
High School Diploma - Automotive Mechanics
Whittier High School
Whittier, CASkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Product Knowledge
- Follow-up skills
- Team Development
- De-Escalation Techniques
Certification
ASE certification
Languages
English
Native or Bilingual
French
Professional Working
German
Limited Working
Timeline
Customer Service Advocate
DPS Security
2018.02 - 2020.10
Customer Service Representative
Performance Auto Sales
2013.11 - Current
High School Diploma - Automotive Mechanics
Whittier High School
ASE certification
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