Silvia Orellana
Sunnyvale,California
Summary
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Administrative Assistant/Customer Service Representative
Ellison's Towing Inc
Mountain , CA
11.2018 - 01.2021
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Entered orders into [Type] computer database system.
- Processed [Number] invoices each [Timeframe] and mailed documentation to clients.
Customer Service Cashier
Nob Hill Foods
3555 Monroe St, Santa Clara, , CA
02.2017 - 11.2018
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Performed cash, card and check transactions to complete customer purchases.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Lifted up to [Number] pounds at once and used forklift to move heavier loads.
- Solicited customers to purchase loyalty and item protection plans, successfully bringing in $[Amount] per month in new revenue.
Education
High School Diploma -
Silver Creek High School
San Jose, CA05.1996
Skills
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Understanding Customer Needs
- Answering Customer Questions
- Cash Register Operations
- Responding to Difficult Customers
- Accounts Payable and Accounts Receivable
- Skilled in Microsoft Office
- Upselling Products and Services
Timeline
Administrative Assistant/Customer Service Representative
Ellison's Towing Inc
11.2018 - 01.2021
Customer Service Cashier
Nob Hill Foods
02.2017 - 11.2018
High School Diploma -
Silver Creek High School
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