TINA BERDUGO
El Cajon,CA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
11
11
years of professional experience
Work History
Assistant Customer Service Manager
SUPERCARE
City Of Industry, CA
05.2023 - Current
- Assisted customers with inquiries, complaints and feedback.
- Monitored customer service performance against established standards.
- Conducted performance reviews for customer service staff.
- Identified training needs to improve customer service quality.
- Resolved escalated customer issues in a timely manner.
- Implemented processes to ensure accurate and efficient order fulfillment.
- Created reports outlining customer service metrics and trends.
- Analyzed data to identify opportunities for improvement in service delivery.
- Generated daily, weekly and monthly reports on key performance indicators.
- Provided guidance to the team regarding operational tasks such as billing, refunds and returns.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Reviewed and updated existing policies, procedures and guidelines governing the provision of services to customers.
- Participated in regular meetings with senior management concerning strategic planning initiatives aimed at enhancing overall customer experience.
Assistant Customer Service Manager
Preferred Homecare
Phoenix, AZ
09.2013 - 05.2023
- Conducted performance reviews for customer service staff.
- Identified training needs to improve customer service quality.
- Resolved escalated customer issues in a timely manner.
- Implemented processes to ensure accurate and efficient order fulfillment.
- Created reports outlining customer service metrics and trends.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Consulted with customers regarding needs and addressed concerns.
- Drove customer escalations to resolution by engaging directly with clients.
Skills
- Inter-department collaboration
- Research and due diligence
- Expertise in sales
- Account Management
- Team Development
- Training programs
Timeline
Assistant Customer Service Manager
SUPERCARE
05.2023 - Current
Assistant Customer Service Manager
Preferred Homecare
09.2013 - 05.2023
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