Sandra Loera
Customer Service
Albuquerque,NM
Summary
Dynamic sales and customer service expert with a proven track record at HP Inc, adept in account management and bilingual customer support. Excelled in expanding sales territories and enhancing customer satisfaction through empathetic service and technical proficiency. Skilled in sales team leadership and fluent bilingualism, consistently driving growth and fostering strong client relationships.
Overview
23
23
years of professional experience
Work History
Inside Sales Account Manager
Hp Inc
06.2014 - Current
- Help maintain and expand two sales territories in the Mid-Atlantic Region which total over a 20 million dollar quota every 6 months.
- Was one of the main contacts for sales activities and issue resolution for global 500 fortunes companies ex.) Nationwide Insurance, Procter and Gamble, Bath and Body Works, Victoria Secret, Dollar Tree and Humana.
- Help build a strong professional relationship with Key IT and Business Executives by providing exceptional customer service to all end users.
- Proactively offered and sold full solutions of hardware and services into accounts which provided a benefit shortening downtimes to all users.
- Directed and supported account maintains activities such as ordering processing, maintaining and supporting personalized ordering catalogue for each account.
- Established a professional working relationship with customers, business, pricing managers, operations, CSR, partners (Microsoft, Intel, NVIDIA, AMD, etc.), and resellers by being their trusted advisor and understanding their business requirements.
- Results-oriented professional with a demonstrated history of proactively delivering HP solutions to enterprise clients in the Mid-Atlantic region. Skilled in understanding client needs, developing customized solutions, and driving business growth through proactive account management.
Technical Support Representative
Hp Inc
06.2012 - 11.2014
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Bilingual Senior Customer Service Representative
T-Mobile
05.2002 - 06.2013
- Led frontline employees to provide differentiated customer experiences through ongoing coaching and development and helping T-Mobile achieve prestigious customer service award through JD Powers & Associates.
- Demonstrated and drove strong customer focus with emphasis on resolution and outside of the box solutions
- Exceptional ability to de-escalate highly irate customers through interpersonal skills and customer connection
- Excellent organizational, motivational, and time management skills.
- Maximized team performance – Effectively identified behavioral opportunities in each team member and executed on action plans to improve overall performance and drive superb customer experiences
- Coached to empowerment, critical thinking skills, and creative problem solving to efficiently and effectively resolve customer issues
- Convey new product information and changes in procedures to representatives by focusing on the positive of change and collectively obtaining buy in on execution of new initiatives
- Focused on month of month improvement through specific action plans and consistent inspection of goals
- Inspired each and every team member to perform and produce their absolute best by focusing on building rapport and gaining trust
Bilingual Customer Service Representative
T-Mobile
05.2001 - 05.2002
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.§ Became the lead “go-to” person for new reps and served as primary support to guide others through challenging calls and achieve customer resolution.
- Consistently met and exceeded all performance key indicators such Customer Resolution Time, Adherence to Schedule, and Quality expectations
- Assisted with training and development of new team members and served as point of contact for fellow team members and peers
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in yearly performance evaluations.
- Effectively communicated product and service information, feature functionality, billing procedures and equipment usage to each customer in both English and Spanish
- Focused on customer retention by identifying underlying issues gained through asking probing questions and performing visual audits to effectively relay benefits in products and services and retain customers’ business
Education
Bachelor of Arts - Psychology
University of New Mexico
Albuquerque, NM05.2004
High School Diploma -
Valley High School
Albuquerque, NM05.1998
Skills
- Sales Team Leadership
- Customer Service Management
- Account Management
- Empathy and Rapport Building
- Goal-oriented mindset
- Account planning
- Fluent Bilingualism
- Spanish translation
- Cross-cultural awareness
- Computer Skills
- Customer Service
- Data Entry
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteHybridImportant To Me
Work-life balancePaid sick leaveHealthcare benefitsPaid time off4-day work weekFlexible work hoursWork from home optionCompany CultureTeam Building / Company RetreatsPersonal development programsLanguages
Spanish
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Inside Sales Account Manager
Hp Inc
06.2014 - Current
Technical Support Representative
Hp Inc
06.2012 - 11.2014
Bilingual Senior Customer Service Representative
T-Mobile
05.2002 - 06.2013
Bilingual Customer Service Representative
T-Mobile
05.2001 - 05.2002
Bachelor of Arts - Psychology
University of New Mexico
High School Diploma -
Valley High School
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