Yvette Contreras
Fontana,CA
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Cothran Carroll State Farm
Fontana, CA
12.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Updated and maintained information in customer accounts.
School Site Aide /Clerical Substitute
Fontana Unified School District
Fontana, CA
12.2017 - 12.2020
- Cared for children ages 4 to 11 in nurturing and age-appropriate way.
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Kept areas clean, organized and stocked, and sanitized surfaces and toys each lunch and recess.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
- Answered Calls and interacted with students and parents to provide information on upcoming events and services the the school and district offer.
- Assisted parents with navigating online applications
- produced and distributed brochures, flyers and packets covering the events the school was hosting.
- attended PTO meetings with parents.
Customer Service / Data Entry Clerk
Duro Dyne Corporaion
Santa Fe Springs, CA
06.2004 - 12.2009
- Answered customer questions about product availability and shipment times.
- Managed incoming calls each day with utmost professionalism and knowledgeable service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Submitted completed orders quickly to maximize delivery efficiency.
- Offered basic technical support for clients on wide range of company products.
- Supported senior management in executive decision-making by drafting informative reports.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Added documents to file records and created new records to support filing needs.
- Accurately handled data entry for clients into company-based software.
Education
Bachelor of Science - Human Services
University of Phoenix
Ontario, CAHigh School Diploma -
Sierra Vista High School
Whittier, CA06.2001
Skills
- Responding to Difficult Customers
- Understanding Customer Needs
- Customer Account Management
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Call Documentation
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Telephone Management
- Call Transfers
- Answering Customer Questions
- Credit Card Payment Processing
- Correcting Discrepancies
- Customer Service and Assistance
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
Cothran Carroll State Farm
12.2020 - Current
School Site Aide /Clerical Substitute
Fontana Unified School District
12.2017 - 12.2020
Customer Service / Data Entry Clerk
Duro Dyne Corporaion
06.2004 - 12.2009
Bachelor of Science - Human Services
University of Phoenix
High School Diploma -
Sierra Vista High School
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