Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sandra Luz Puerta C,

Phoenix ,AZ

Summary

Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at U-haul. Expert in administrative support and conflict management, achieving consistent customer praise. Skilled in utilizing POS systems and effective planning to exceed performance targets. Balances empathy with efficiency, driving significant improvements in service delivery. Passionate customer service offering 17 years of success and experience in customer and personal service. Additional expertise includes time management, effective planning and computer literacy.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Front Desk Coordinator

The Pelican Plumbing Complany
10.2021 - 03.2022
  • Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
  • Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
  • Scheduled appointments in computer system.
  • Trained all staff on front desk procedures and policies.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Handled assignments independently with good judgement and critical thinking skills.

Call Center Phone Representative

ACE Home Services
02.2019 - 11.2019
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
  • Managed escalated calls professionally, working towards swift resolutions that satisfied both customer and company needs.
  • Streamlined call center operations by implementing effective communication strategies.
  • Participated in regular performance evaluations, consistently meeting or exceeding established targets.
  • Balanced competing priorities while fielding simultaneous calls from customers seeking information about products, services or account details.
  • Assisted in the creation of call scripts, optimizing efficiency and effectiveness of communications with clients.
  • Collaborated with team members to share best practices, improving overall call center performance.
  • Navigated multiple software systems simultaneously, ensuring seamless customer assistance during calls.
  • Actively participated in ongoing training programs to continuously improve skill set and industry knowledge.
  • inbound / outbound and cold calls
  • Cross-trained and provided backup support for organizational leadership.

CSR Management

Valletta Insurance Agency
01.2006 - 10.2018
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Coordinated Monthly team meetings to encourage employees on sales and to creating new marketing ideas.
  • Operated the office from open to close, Monday -Sunday
  • I did all new hiring and training.
  • took care of all customer action files
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

High School Diploma -

Thomas Jefferson High
51st Aave And Southern
05.2008

Skills

  • Administrative Skills
  • Administrative Support
  • POS Systems
  • End-of-day reporting
  • Visitor check-in skills
  • Phone call direction
  • Effective Planning
  • Inventory understanding
  • Bookkeeping
  • Conflict Management

Certification

  • Certified CRS 123 punch
  • certified Propane dispenser
  • Storage, Trucks and Ubox rentals/ scheduling

Languages

Spanish
Native or Bilingual

Timeline

Front Desk Coordinator

The Pelican Plumbing Complany
10.2021 - 03.2022

Call Center Phone Representative

ACE Home Services
02.2019 - 11.2019

CSR Management

Valletta Insurance Agency
01.2006 - 10.2018

High School Diploma -

Thomas Jefferson High

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Sandra Luz Puerta C,