Didier Villanueva
Orange
Summary
Dynamic customer service professional with extensive experience at ATT, excelling in conflict resolution and building rapport. Proven ability to enhance customer loyalty through empathetic communication and critical thinking. Skilled in team development and detail-oriented data management, consistently achieving positive outcomes in high-pressure environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ATT
04.2015 - 06.2025
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Store Manager
Shiekh Shoes
06.2009 - 04.2015
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Education
No Degree - Business
San Diego State University
San Diego, CATransfer Degree - TAG
San Diego Miramar College
San Diego, CA06-2008
High School Diploma -
Rocklin High School
Rocklin, CA06-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Detail-oriented data management
- Customer relations
- Problem resolution
- Call center experience
- Skilled in resolving conflicts
- Team development
- Building rapport
- Sales expertise
- Demonstrated key holder expertise
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team [Between 5 to 8] staff members.
Certification
- First Aid/CPR Certified
Languages
Spanish
Native or Bilingual
Italian
Limited Working
Russian
Limited Working
Timeline
Customer Service Representative
ATT
04.2015 - 06.2025
Store Manager
Shiekh Shoes
06.2009 - 04.2015
No Degree - Business
San Diego State University
Transfer Degree - TAG
San Diego Miramar College
High School Diploma -
Rocklin High School
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