Xochitl Guerra Corrales
Phoenix,AZ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Customer Service Representative IV
Lesson/ SMS Assist
03.2022 - 10.2023
- Actively listened to customers, handled concerns quickly and took escalated calls from other agents.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Monitored workflow to improve employee time management and increase productivity.
Tech Coach
Asurion/ Verizon
06.2021 - 02.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Increased sales by offering advice on purchases and promoting additional products.
- Generated brand awareness and positive product impressions to increase sales.
Preventative Maintenance Supervisor
Interplast Group/ Corporate Job Bank
01.2021 - 04.2021
- Created and maintained daily and weekly reports for upper management.
- Scheduled and oversaw maintenance, repair and installation activities.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Ordered necessary parts needed for maintenance to be completed on machines.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
Front Office Receptionist
Precision Surgery Inc
02.2020 - 01.2021
- Interacted with customers by phone, email, or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean reception area to promote positive, professional environment for clients.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Maintained transaction security by verifying payment cards against identification.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Entered and updated sensitive customer information during check-ins and room changes.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Call Center Representative
Aerotek/ Logisticare
10.2019 - 02.2020
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Schedule pickup times for rides to different appointments.
Check Casher
PLS Check Cashers
04.2018 - 12.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Answered questions about store policies and addressed customer concerns.
- Upsold additional products and services to customers, increasing revenue.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
High School Diploma -
Cesar Chavez High School
Laveen, AZ05.2015
Skills
- Microsoft Excel
- Senior Leadership Support
- Stocking and Replenishing
- Active Listening
- Microsoft Word
- Retail Sales Customer Service
- Sales Expertise
- Problem-Solving Ability
- Call Center Operations
- Critical Thinking
- Customer Service
- Money Handling
- Identification Checks
- Customer Service Excellence
- Product Management and Pricing
- Customer Relations
- Hardware Upgrades
- User Experience
- Appointment Scheduling
- Friendly and Patient
- Meeting Arrangements
- Hospitality Service
- Technical Support
- Front Desk Operations
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative IV
Lesson/ SMS Assist
03.2022 - 10.2023
Tech Coach
Asurion/ Verizon
06.2021 - 02.2022
Preventative Maintenance Supervisor
Interplast Group/ Corporate Job Bank
01.2021 - 04.2021
Front Office Receptionist
Precision Surgery Inc
02.2020 - 01.2021
Call Center Representative
Aerotek/ Logisticare
10.2019 - 02.2020
Check Casher
PLS Check Cashers
04.2018 - 12.2018
High School Diploma -
Cesar Chavez High School
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