Stella Cisneros
San Diego,CA
Summary
Over 25 years of experience in the customer service environment. Have successfully collaborated with all levels of management to identify gaps and create improvements to existing processes, systems, and/or policies. Highly skilled in handling customer escalations and negotiating resolutions, while keeping the company’s interest in the forefront. Focused on developing value stream mapping to analyze production and improve workflow processes. Expert in identifying risks and developing solutions that reduce potential issues.
Overview
25
25
years of professional experience
Work History
Manager – Continuous Improvement
AT&T
07.2018 - Current
- Managed development and implementation of lean and continuous improvement manufacturing initiatives across the production environment.
- Determined quality department standards, practices, and procedures.
- Collaborated with various policy/process owners to apply root cause analysis guidance and establish effective corrective action plans.
- Developed quality planning for multiple new product launches by verifying customer requirements and implementing them in design and production.
- Changed existing processes and implemented new processes to improve efficiency by 33% (WIN ratio).
Customer Service Representative/Team Lead
AT&T
08.2014 - 06.2018
- Responsible for investigating and negotiating resolutions for consumer complaints filed with the Federal Communications Commission (FCC), Better Business Bureau (BBB), Public Utilities Commission (PUC), and any other available platform, including social media
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative/Team Leader
AT&T
01.2012 - 08.2014
- Trained new personnel regarding company operations, policies, and services.
- Assisting with orders, accessing systems and M&P to best resolve customers’ complaint
- Experienced in ALL regions Billing and Ordering systems (West, Southwest, Midwest, and Southeast)
- Handled customer inquiries and suggestions courteously and professionally.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor of Science - Business
University of Phoenix
San Diego, CA07.2022
Skills
- Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Critical Thinking
- Professional Phone Etiquette
- Customer Implementation
- Complex Problem-Solving
- Recipient of AT&T's Service of Excellence Award
Timeline
Manager – Continuous Improvement
AT&T
07.2018 - Current
Customer Service Representative/Team Lead
AT&T
08.2014 - 06.2018
Customer Service Representative/Team Leader
AT&T
01.2012 - 08.2014
Bachelor of Science - Business
University of Phoenix
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