Summary
Overview
Work History
Education
Skills
Timeline

Xiomara Ward

Houston,TX

Summary

Experienced Customer Relations Advisor bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

5
5
years of professional experience

Work History

Customer Service Supervisor Remote

Telus International
02.2022 - 03.2024
  • 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.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Coached employees through day-to-day work and complex problems.
  • Provided primary customer support to internal and external customers.

Lead Customer Service Representative

United Airlines
03.2021 - 02.2024
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Planned schedules and workflows based on expected customer demands.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.

Sales Representative Team Leader

Nordstrom
02.2019 - 01.2024
  • Fostered vital customer relationships to generate $50,000 in sales.
  • Trained and mentored new sales representatives.
  • Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Managed customer accounts to secure customer satisfaction and repeat business.

Education

High School Diploma -

Vallejo High School, Vallejo, CA
06.2017

Skills

  • Complaint resolution
  • Delegating Work
  • Issue Resolution
  • Report Generation
  • Team Building and Leadership
  • Records Management

Timeline

Customer Service Supervisor Remote - Telus International
02.2022 - 03.2024
Lead Customer Service Representative - United Airlines
03.2021 - 02.2024
Sales Representative Team Leader - Nordstrom
02.2019 - 01.2024
Vallejo High School - High School Diploma,

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Xiomara Ward