Tonya Castro
Perrysburg,OH
Summary
Dynamic detail-oriented Customer Service Representative with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure, engages with customers to help establish rapport. Proven track record of building customer relationships and delivering exceptional customer service.
Organized and dependable with a willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Customer Service Representative/Inside Sales
Fulton County Processing LTD.
Delta, OH
12.2020 - 04.2021
- Followed up with customers after completed sales to assess satisfaction.
- Delivered superior customer service to retain existing customers and attract future customers.
- Built client list and strengthened customer relationships through consistent communication via phone and internet.
- Answered 20+ calls daily per to manage customer accounts and responded to service queries.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to team objectives in fast-paced environment.
- Built relationships with customers and community to promote long term business growth.
- Exceptional computer skills
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Kept detailed records of daily activities through online customer database.
- Presented information to customers, peers and management.
- Maintained high levels of product knowledge and solutions to covert casual shoppers into customers
- Prioritized tasks and projects to meet tight deadlines.
- Attended monthly sales meetings.
Customer Service Representative
Dana Holding Corporation
Maumee, OH
04.2000 - 03.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer total 80+ telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Answered 80+ calls daily, as well as daily chats, emails and faxes daily addressing customer inquiries, solving problems and providing product information.
- Provided excellent customer care by responding to requests quickly.
- Sought ways to improve work processes.
Education
High School Diploma -
Perrysburg High School/Penta Career Center
Perrysburg, OHSkills
- Inbound Customer Calls
- Speaking Clearly
- Excellent Customer Communication
- Team building
- Analytical and Critical Thinking
- Multitasking Abilities
- Self-Motivated
- MS Office
- Decision-Making
- Flexible and Adaptable
- Data Entry
- Attention to Detail
- Interpersonal Communication
- Teamwork and Collaboration
- SAP
Accomplishments
- Collaborated with team of 2 team members regularly and with other teams as needed in the development of SAP implementation.
- Trained team members on how to use SAP.
Timeline
Customer Service Representative/Inside Sales
Fulton County Processing LTD.
12.2020 - 04.2021
Customer Service Representative
Dana Holding Corporation
04.2000 - 03.2020
High School Diploma -
Perrysburg High School/Penta Career Center
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