Regina A Valdivia
Denver
Summary
Customer service leader with extensive experience at EcoShield Pest Solutions, specializing in conflict resolution and client communication. Skilled in strategic problem-solving and time management, consistently achieving operational goals and enhancing customer satisfaction. Proficient in Microsoft Office for efficient documentation and reporting.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Lead
EcoShield Pest Solutions
Denver
04.2023 - Current
- Managed customer inquiries and concerns via incoming and outgoing call handling.
Resolved complaints efficiently by offering timely solutions alongside alternatives.
Accurately recorded all customer interactions for future reference purposes.
Diligently followed established communication policies and procedures throughout operations.
Oversaw office staff productivity to ensure deadlines were achieved consistently.
Facilitated effective communication and resource sharing with offshore personnel.
Proactively engaged customers to enhance overall satisfaction and loyalty. - Led team of customer service representatives to resolve client inquiries promptly.
- Trained new hires on company policies and customer service protocols.
- Managed scheduling and workflows to ensure optimal coverage and efficiency.
Call Center Representative
MAG Group
Denver
12.2021 - 01.2022
- Answered incoming calls, assisting customers with product inquiries, billing questions, and resolving service issues.
- Provided resolutions to de-escalate calls and effectively address customer issues.
- Navigated computer systems to efficiently review information and respond to callers' needs.
Document Management Specialist
Doc 1 Sol
Denver
04.2018 - 01.2021
- Implemented procedures for document storage, sharing, transmission, and destruction to enhance compliance and security.
- Evaluated existing documents, identified gaps, and recommended actionable improvements.
- Consulted with customers during system access and acquisition to ensure smooth transition with minimal disruption.
Education
High School Diploma -
Overland High School
Denver, CO05-2007
Skills
- Customer relationship building
- Client communication
- Inbound & Outbound call handling
- Customer service analysis
- Effective time management
- Adaptability to change
- Conflict resolution
- Critical thinking
- Data analysis
- Proficient in Microsoft Office, Word, Excel,
- Strategic pro
- Team leadership
Timeline
Customer Service Representative Lead
EcoShield Pest Solutions
04.2023 - Current
Call Center Representative
MAG Group
12.2021 - 01.2022
Document Management Specialist
Doc 1 Sol
04.2018 - 01.2021
High School Diploma -
Overland High School