Siera Galvan
San Antonio,TX
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and streamlining processes at Conduent. Expert in active listening and critical thinking, adept at using Microsoft Excel for data analysis. Increased repeat business through empathetic resolution of escalated calls, demonstrating exceptional problem-solving skills and a commitment to excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Conduent
12.2022 - 11.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Guest Experience Expert
Aramark
10.2021 - 12.2022
- Welcomed customers and helped determine their needs.
- Used POS system to enter orders, process payments and issue receipts.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Performed cash, card, and check transactions to complete customer purchases.
Customer Service Representative
Family Dollar
08.2019 - 10.2021
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Informed customers of promotions to increase sales productivity and volume.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Education
Bachelor of Science - Criminal Justice
Post University
Online07-2026
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Cash handling
- Call center experience
- Microsoft Excel
- Payment processing
Certification
- ServSafe Food Handler's Certification
- Basic Life Support Certification (BLS)
- CPR/AED Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Languages
ASL
Professional Working
Timeline
Customer Service Representative
Conduent
12.2022 - 11.2024
Guest Experience Expert
Aramark
10.2021 - 12.2022
Customer Service Representative
Family Dollar
08.2019 - 10.2021
- ServSafe Food Handler's Certification
- Basic Life Support Certification (BLS)
- CPR/AED Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Bachelor of Science - Criminal Justice
Post University
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