Laura Sandoval
Escondido
Summary
Dynamic Service Support with a proven track record at Green Guard Services, excelling in staff development and incident management. Enhanced customer satisfaction through effective communication and quality controls, while implementing strategies that reduced operational risks. Recognized for fostering strong client relationships and optimizing service delivery.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Service Support
Green Guard Services
02.2020 - 11.2022
- Prepared employee schedules for maximum coverage during key hours.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Created, prepared, and delivered reports to various departments.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
Reservation Agent
Holiday Travel Agency
03.2017 - 10.2019
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Sales Associate
Cricket Wireless
12.2015 - 01.2017
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Recommended complementary purchases to customers, increasing revenue.
Education
Certificate of Proficiency - Income Tax Preparer
Mira Costa College
Oceanside, CA12-2023
High School Diploma -
San Marcos High School
San Marcos, CA06-2006
Skills
- Staff development
- Incident management
- Service delivery optimization
- Technical support understanding
- Customer service understanding
- Verbal and written communication
- Support services
- Quality controls
- Office administration
Languages
Spanish
Native or Bilingual
Timeline
Service Support
Green Guard Services
02.2020 - 11.2022
Reservation Agent
Holiday Travel Agency
03.2017 - 10.2019
Sales Associate
Cricket Wireless
12.2015 - 01.2017
Certificate of Proficiency - Income Tax Preparer
Mira Costa College
High School Diploma -
San Marcos High School