Alfonso Robles
Roseville,CA
Summary
At NetCE, I leveraged my customer service expertise and problem-solving abilities to enhance customer satisfaction and resolve complex issues, leading to increased loyalty. Proficient in Microsoft Office and adept at critical thinking, I trained new hires. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in healthcare continuing education industry. 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.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
NetCE
09.2010 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Responded to customer calls and emails to answer questions about products and services.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
Research Analyst
NetCE
10.2017 - 07.2019
- Submitted application to different state disciplinary boards to obtain mailing lists
- Interpreted data regarding new state mandates.
- Assisted with updating links as well as information displayed on website.
- Updated professional reference manuals when new information was released.
- Created release notes for new profession catalogs.
- Helped process and clean up mailing lists that were obtained from state boards.
Education
High School Diploma -
River Valley High School
Yuba City, CA06.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Professional telephone demeanor
- Product Knowledge
- Administrative Support
- Microsoft Office Suite
- Staff Training
- Order Fulfillment
Languages
Spanish
Native or Bilingual
German
Professional Working
Japanese
Limited Working
Vietnamese
Elementary
Timeline
Research Analyst
NetCE
10.2017 - 07.2019
Customer Service Representative
NetCE
09.2010 - Current
High School Diploma -
River Valley High School
Similar Profiles
Joseph CastillonJoseph Castillon
Field Service Technician at SacPowerField Service Technician at SacPower
Gavin RanadaGavin Ranada
Loma Linda Radiologic Technologist Student at Loma Linda East Campus HospitalLoma Linda Radiologic Technologist Student at Loma Linda East Campus Hospital
Cameron JamesCameron James
Transportation Manager at Saladino's/USFoodsTransportation Manager at Saladino's/USFoods
Jaskiran ShergillJaskiran Shergill
Licensed Vocational Nurse at Golden Living Nursing HomeLicensed Vocational Nurse at Golden Living Nursing Home
Kyra FieldsKyra Fields
Customer Service Representative/Outbound Customer Service Representative at Rooms To GoCustomer Service Representative/Outbound Customer Service Representative at Rooms To Go