Summary
Overview
Work History
Education
Skills
Timeline
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SAMUEL CARDONA

Orlando

Summary

Experienced and dedicated Customer Service Representative with a proven track record of consistently surpassing customer expectations. Adept in both sales and service, consistently achieving performance targets while upholding the highest standards of quality. Expertise lies in comprehensive understanding of industry service protocols and best practices, enabling exceptional service delivery to customers.

Overview

7
7
years of professional experience

Work History

Freelancer

Myself
03.2023 - Current
  • Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
  • Negotiated contracts with both clients and vendors effectively, ensuring mutually-beneficial terms were agreed upon.
  • Enhanced client satisfaction by delivering high-quality work within deadlines.
  • Analyzed user feedback to gather input and identify areas required for improvement.
  • Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
  • Strengthened client relationships with consistent communication and timely project updates.
  • Developed customized solutions to address unique client needs, resulting in repeat business and referrals.
  • Streamlined project workflows by identifying areas for improvement and implementing changes accordingly.
  • Boosted personal brand recognition through regular blog posts or articles showcasing my expertise in the field.

Shift Manager

RaceTrac
03.2024 - 10.2024
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.

CSR

Spectrum/charter
01.2021 - 11.2021
  • Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
  • Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
  • Participated in training and workshops to enhance skills and acquire resourceful tools
  • Guided users with troubleshooting using diagnostic tools
  • Guided calls using excellent communication skills and decisive approach
  • Accommodated wide-ranging customer experience levels by adjusting technical support strategies
  • Informed programmers regarding errors and assisted in finding solutions to modify programs
  • Identified and resolved issues using software and hardware
  • Diagnosed and resolved technical hardware and software issues
  • Scheduled service maintenance for damaged hardware and software
  • Restored performance by completing basic repairs of hardware, software and equipment
  • Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software

Supervisor

24/7 intouch
05.2020 - 01.2021
  • Verified employee performance, checking each job and retraining or disciplining to correct problems
  • Tracked employee performance to determine areas of strength and improvement
  • Communicated team priorities by leading meetings and giving presentations
  • Worked hand-in-hand with cross-functional departments to maximize productivity and performance
  • Elevated performance levels and minimized compliance issues by fully training new hires
  • Helped managers enforce procedures and protocols with effective training strategies
  • Helped new hires assimilate into workforce and get up to speed on procedures with successful onboarding processes

Assistant Manager

Routes Car Rental
05.2018 - 05.2020
  • Helped senior managers run smooth operations by independently handling day-to-day requirements
  • Improved customer relations, maintained brand loyalty, and recaptured lost revenue opportunities by smoothly handling escalated problems
  • Maintained operational performance by skillfully handling opening and closing tasks
  • Handled rental agreements, deeds and important documentation for various transactions
  • Managed paperwork and contracts and collected customer payments
  • Closed sales with persuasive communication skills, leveraging knowledge of consumers, financing and vehicles to lock in deals
  • Maintained long-term revenue streams with careful management of client relationships, generating repeat business and consistent referrals
  • Enhanced sales potential by preparing vehicles and listing via dealer's website and other online portals

Education

Diploma -

William Fleming highschool
Roanoke, Va
06.2011

Skills

  • Complaint Handling
  • Information Security
  • Complaint Resolution
  • Consultative Sales
  • Microsoft Office Experience
  • Hardware Computer Knowledge

Timeline

Shift Manager

RaceTrac
03.2024 - 10.2024

Freelancer

Myself
03.2023 - Current

CSR

Spectrum/charter
01.2021 - 11.2021

Supervisor

24/7 intouch
05.2020 - 01.2021

Assistant Manager

Routes Car Rental
05.2018 - 05.2020

Diploma -

William Fleming highschool

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SAMUEL CARDONA