Alexandria Oropeza
Bellflower
Summary
Dynamic customer service professional with extensive experience at Best Buy, excelling in active listening and critical thinking. Proven track record of enhancing customer satisfaction through effective complaint resolution and upselling strategies. Proficient in Zendesk and adept at managing high-stress situations, fostering loyalty and repeat business.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Pedal Movement
01.2022 - Current
- Learned product knowledge to provide accurate information to customers.
- Managed customer interactions through various communication channels effectively.
- Maintained a positive and professional demeanor during all customer interactions.
- Documented customer feedback to improve service quality and processes.
- Collaborated with team members to enhance overall customer satisfaction.
- Adapted quickly to new systems and procedures for improved service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Call Center Representative
Esalon
04.2020 - 10.2021
- Managed high volume inbound calls, providing exceptional customer service and support.
- Resolved customer inquiries and complaints efficiently, ensuring satisfaction and retention.
- Documented call interactions accurately in CRM systems to maintain thorough records.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Call Center Representative
LD Products
01.2019 - 04.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Customer Service Representative
Best Buy
01.2014 - 12.2018
- Supported training initiatives for new staff on customer service protocols.
- Assisted customers in resolving inquiries and issues efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Downey High School
Downey, CASkills
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Computer proficiency
- Zendesk
- Live chat support
- Microsoft outlook
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Pedal Movement
01.2022 - Current
Call Center Representative
Esalon
04.2020 - 10.2021
Call Center Representative
LD Products
01.2019 - 04.2020
Customer Service Representative
Best Buy
01.2014 - 12.2018
Downey High School
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