Sylvia Quiroz
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
SMS Assist
03.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Has been responsible for closing the site and maintaining company service levels on behalf of supervisors not being available.
Customer Service Representative
Fiserv
03.2021 - 06.2021
- Took inbound calls
- Assisting customers with issues regarding their debit/cards
- Conducted customer service surveys
- Worked in the inbound call center
- Responded to inquiries and issues
- Resolved customer issues
- Review transactions performed by customer
- Confirm fraudulent activity
- Sent notifications to customers financial institutions
Customer Service Representative
Safelite auto glass solutions
08.2020 - 09.2020
- Took inbound calls Filed glass claims through computer and company websites Took notes Scheduled appointments for glass repair Maintained great customer service to each customer
Customer Service Representative
RUI Management Services
02.2020 - 05.2020
- Made inbound and outbound calls
- Handled payments over phone
- Helped guide customers to get proper assistance as well as provide them informations on there account .
Teller
Checkmate
10.2019 - 02.2020
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Office administrator
STOP AND GO DRIVING SCHOOL
03.2017 - 09.2019
- Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management, and other applications
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Complete forms in accordance with company procedures
- Make copies of correspondence or other printed material
- Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
- Compose, type, and distribute meeting notes, routine correspondence, and reports
- Learn to operate new office technologies as they are developed and implemented
- Maintain scheduling and event calendars
- Schedule and confirm appointments for clients, customers, or supervisors
- Provide services to customers, such as order placement or account information
- Collect and disburse funds from cash accounts, and keep records of collections and disbursements
- Supervise other clerical staff and provide training and orientation to new staff.
Education
GED -
GED Testing Service LLC
Phoenix, AZ07.2022
Skills
- Outbound Calls
- Customer Relationship Management
- Adaptable Style
- Natural Leadership
- Professional Relationships
- Excellent Verbal Communication Skills
- Interpersonal Communication Skills
- Train Employees
- Operational Procedures
- Operational Standards
- Negotiation and Conflict Resolution
- Call Center Strategy
- Performance Feedback
Timeline
Customer Service Representative
SMS Assist
03.2022 - Current
Customer Service Representative
Fiserv
03.2021 - 06.2021
Customer Service Representative
Safelite auto glass solutions
08.2020 - 09.2020
Customer Service Representative
RUI Management Services
02.2020 - 05.2020
Teller
Checkmate
10.2019 - 02.2020
Office administrator
STOP AND GO DRIVING SCHOOL
03.2017 - 09.2019
GED -
GED Testing Service LLC
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