Summary
Overview
Work History
Education
Skills
Timeline
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YESENIA GOMEZ

Tucson,AZ

Summary

Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.

Overview

2
2
years of professional experience

Work History

CSR

Russett Southwest
Tucson, AZ
03.2024 - Current
  • Maintained up-to-date knowledge of company products and services.
  • Educated customers on special pricing opportunities and company offerings.
  • Processed customer account changes with proprietary software.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided customer service support to customers over the phone and by email.
  • Followed up with customers to ensure their satisfaction.
  • Adhered to company's established protocols for handling confidential data.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Performed account maintenance activities such as updating client information in databases.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Developed strong customer relationships to encourage repeat business.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Assistant Lead With Keys

Petsmart
Tucson, AZ
09.2022 - 01.2024
  • Resolved customer complaints and escalated issues to management when necessary
  • Trained new employees on company policies and procedures
  • Utilized problem solving techniques and analytical skillsets while making decisions
  • Provided technical support and assisted customers with product inquiries in a timely manner
  • Cultivated strong working relationships with vendors to ensure timely delivery of goods and services
  • Developed and maintained positive customer relationships through effective communication skills
  • Monitored team performance metrics to ensure compliance with organizational objectives
  • Canceled orders based on customer requests, inventory or delivery problems
  • Reviewed and revised sustainability proposals or policies
  • Worked closely with human resources to support employee management and organizational planning.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Determined consumer needs to provide products and services appealing to larger market.

Veterinary Technician

ABC Vaccination Clinic
Tucson, AZ
03.2023 - 04.2023
  • Developed strong relationships with clients by providing excellent customer service and communicating effectively about the health of their pets
  • Reviewed vaccination records and prepared and administered shots according to clinic protocol
  • Administered medications, vaccinations, and treatments to animals
  • Utilized restraint techniques appropriately when examining or treating animals exhibiting aggressive behaviors

Education

High School Diploma -

Cholla High Magnet School
Tucson, AZ
12-2022

Skills

  • Client relationship management
  • Conflict resolution
  • Adaptability and flexibility
  • Attention to detail
  • Active listening
  • Decision-making capabilities
  • Critical thinking
  • Strategic planning
  • Training facilitation
  • Task delegation
  • Effective communication
  • Emotional intelligence
  • Team leadership
  • Staff development
  • Organizational skills
  • Scheduling
  • Information Security
  • Call Management
  • Account updating
  • Appointment Scheduling
  • Inbound and Outbound Calling
  • Problem Resolution
  • Account Management
  • Service Upselling
  • Multi-Task Management
  • Customer Relations
  • Payment Processing
  • Critical Thinking
  • Problem-solving abilities
  • Call Center Operations
  • Computer Proficiency

Timeline

CSR

Russett Southwest
03.2024 - Current

Veterinary Technician

ABC Vaccination Clinic
03.2023 - 04.2023

Assistant Lead With Keys

Petsmart
09.2022 - 01.2024

High School Diploma -

Cholla High Magnet School
YESENIA GOMEZ