Maria Luisa Sanabria
Fresno
Summary
Experienced in delivering exceptional customer service and effectively handling challenging calls. Consistently meeting deadlines and thriving in high-pressure environments. Known for adaptability and passion for PG&E. Committed to enhancing customers' experience, supporting the team, and giving utmost effort every day. Possessing a creative mindset and a penchant for asking insightful questions. Actively seeking new ideas and valuing others' perspectives.
Overview
11
11
years of professional experience
Work History
CSR CCO
PG&E
Fresno, CA
09.2022 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
Problem solver
amazon
Fresno
01.2020 - Current
- Ability to move boxes up to 30
- Work in a team environment to handle tasks and work independently as well
- Perform tasks efficiently under time constraints in a fast-paced working environment
- Receive guidance and direction to carry out duties with limited review
- Resolve issues with customer shipments
- In charge of responding to emails and messages in a timely manner
- Protect company’s property maintaining a safe and secure environment.
customer service rep
intervalley Insurance
FRESNO
07.2017 - 01.2020
- Acknowledge customers concerns by being courteous, empathetic and professional at all times
- Respond to customer inquiries and successfully resolve customer issues by providing information or taking action on behalf of the customer in a caring, timely and accurate manner
- Listen effectively; use probing skills to obtain relevant customer information and quickly establish customer relationships
- Utilize phone and computer to research and analyze account information to satisfy internal and external customers with customer inquiries, billing issues, service requests and emergency orders
- Listen effectively; use probing skills to obtain relevant information and establish rapport quickly with customers and co-workers
- Use interpersonal skills, communication skills; both written and verbal to assist customers and fellow-team members
- Effectively operate all required Intervalley Insurance applications and systems
- Work in a fast paced environment which is subject to change based on business needs.
Bail Bond Agent
Alladdin Bail Bonds
fresno
09.2013 - 07.2016
- Self-motivated and able to work with limited supervision
- Work flexible schedules, extended hours, nights, weekends, and overtime
- Drive to various county jails to interview inmates and drop off bond checks
- Provide telephone coverage and customer reception
- Build trust and relationships with customer and coworkers
- Negotiate payments and collect as much money upfront
- Empathize with friends and family of inmates
- Act professionally and ethically in all situations.
Education
High School diploma -
Fresno High school
Fresno, CA06.2007
Skills
- TECHNICAL/COMMUNICATION AND INTERPERSONAL SKILLS
- CA Driver’s License
- Proficient in Microsoft Word, Excel, Power Point, Access, and Internet Research Skills/Technical troubleshooting skills
- Decision making ability and effective judgement skills
- Excellent communication skills
- Bilingual; Spanish and English
- Excellent Customer Service
- Call center experience
- Customer Focus
- Complaint Handling
- Customer Service
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Problem-solving abilities
- Conflict Resolution
- Microsoft Outlook
- Computer Proficiency
- Customer Relations
- Documentation
- Payment Processing
- Data Entry
- Scheduling
- Office equipment proficiency
- Call Management
- Problem Resolution
- Product Knowledge
- Building rapport
- Team Development
- Product Sales
- Customer Education
- Account updating
- Paperwork Processing
- Appointment Scheduling
- Reading Comprehension
- Prioritization
- Project management abilities
- Sales closing
Accomplishments
- Compliments and praises from our customers. So much so that I received recognition in a leadership meeting.
- Medallion score reflex the level of great service I’ve provided.
Affiliations
- IBEW 1245- Organizing steward
- Safety Team- Ergo
Timeline
CSR CCO
PG&E
09.2022 - Current
Problem solver
amazon
01.2020 - Current
customer service rep
intervalley Insurance
07.2017 - 01.2020
Bail Bond Agent
Alladdin Bail Bonds
09.2013 - 07.2016
High School diploma -
Fresno High school