Santa Perez
White Plains,NY
Summary
Polite and professional control room operator, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
9
9
years of professional experience
Work History
CALL CENTER REPRESENTATIVE
Magnolia River
01.2022 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound calls to set up appointments and consistently met company's quotas.
- Responds to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers
- Accurately track scheduling information on Appointment Plus, 10-25 appointments per day for 5 days a week.
- Communicate with service technicians to ensure they arrive at the proper location to perform work.
- Maintained confidentiality of customer's nonpublic information.
- Provided written and verbal responses to customers and technician's inquiries as needed.
- Learned multiple computer systems to keep up with rapid changes in technology.
- Completed multiple projects on or before set deadline.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
APPLE & AT&T Field Expert
ENJOY TECHNOLOGY
01.2021 - 01.2022
- Responsible for $50,000 inventory in the company's mobile store (van) driven by me from visit to visit, from city to city
- Successfully completed over 1000 in home visits by delivering, activating, and configuring customers gadgets
- Sympathized with customers and found solutions to their everyday problems by making recommendations that would benefit the customer and would generate revenue for both the company and myself
- Took on different roles to help our team win together during difficult times
- Using KATANA, I secured the correct distribution of inventory (pick lists) from mobile containers to the mobile stores (vans) to guarantee successful and profitable visits for Field Experts on the road
- Assisted management oversees Live Schedule to ensure that Field Experts would arrive on time for visits
- Received incoming and made outgoing phone calls from field experts to help solve problems, overcome objections from customers, and / or help execute sales over the phone
- Analyzed quarterly variances for the Westchester branch.
- Followed standards and procedures to maintain safe work environment.
SALES MANAGER
Boost Mobile
03.2015 - 06.2019
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction
- Provided high quality telephone calls to follow up on customers to create a 5-star experience for our customers
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
- Handled inventory and relationships with various vendors
- Oversaw 200+ accounts while protecting sensitive customer information to maintain customers privacy rights
- Processed business payments, payroll, bank deposits, and organized employee schedules
- Created marketing materials to attract new customers.
Education
IBM Cybersecurity Analyst Professional Certificate
IBM Technology Corporation
10.2023
High School Diploma -
White Plains Senior High School
White Plains, NY06.2014
Skills
- Bilingual- fluent in English and Spanish
- Growth Mindset
- Experience Obsessed
- Strong problem solving skills and ability to adapt quickly in a fast-paced environment
- Efficiency in Microsoft Office (Outlook, Word, Excel, Teams)
- Ability to work independently, and in group setting
- Ability to interact well, and understand needs of a diverse population
- Able to adhere to schedules, multitask, and meet deadlines
- Inbound Phone Call Management
- Customer Service Optimization
- Customer Communication
- Customer Support
- Sales and Upselling
Timeline
CALL CENTER REPRESENTATIVE
Magnolia River
01.2022 - Current
APPLE & AT&T Field Expert
ENJOY TECHNOLOGY
01.2021 - 01.2022
SALES MANAGER
Boost Mobile
03.2015 - 06.2019
IBM Cybersecurity Analyst Professional Certificate
IBM Technology Corporation
High School Diploma -
White Plains Senior High School
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