Kimberly Cortez
Aurora
Summary
Dynamic Customer Service Representative with 5 years of experience focused on enhancing satisfaction for both employees and customers. Expertise in identifying customer requirements and executing solutions that adhere to company standards. Known for strong organizational skills and flexibility in handling various customer scenarios. Aiming to leverage experience and expand skill set as a Senior Client Support Specialist.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
I3logix
03.2024 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining a professional demeanor and ensuring customer satisfaction.
- Assisted in training new team members on customer service protocols and company policies.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative Lead
Worldwide Flight Services
12.2022 - 03.2024
- Supervised daily customer service operations to ensure adherence to company standards.
- Resolved escalated issues efficiently, maintaining positive relationships with clients and stakeholders.
- Managed escalated complaints effectively, minimizing negative impact on client relations while maintaining composure under pressure.
- Worked effectively in fast-paced environments.
- Conducted safety demonstrations and ensured adherence to protocol during emergency situations.
Shift Manager
Gj Mac Corporation
11.2020 - 10.2022
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
Education
High School Diploma -
Hinkley High School
Aurora, CO05-2022
Skills
- Strong verbal and written communication
- Escalation management
- Stress tolerance
- Continuous improvement
- Federal regulations
- Attention to detail
- Multitasking and organization
Languages
- Fluent Spanish speaking, writing, reading
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
I3logix
03.2024 - Current
Customer Service Representative Lead
Worldwide Flight Services
12.2022 - 03.2024
Shift Manager
Gj Mac Corporation
11.2020 - 10.2022
High School Diploma -
Hinkley High School