(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Positive and upbeat Customer Service Specialist bringing more than 15 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about the industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.

Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.

  • Problem-solving abilities
  • Call center experience
  • Customer relations
  • Quality control
  • Courteous demeanor
  • Retail sales customer service
  • System implementation
  • Promotional support
  • Active listening
  • High-energy attitude
  • Conflict mediation
  • Sales expertise
Education and Training
Miami Dade College Miami, FL Expected in 12/2004 Associate of Arts : Sound Engineering - GPA :
UNIVERSIDAD LITORAL DEL ATLANTICO BARRANQUILLA, COLOMBIA, Expected in 12/2002 Associate of Arts : Marketing - GPA :
Franklin Wireless - Company Owner
San Diego, CA, 01/2016 - Current
  • Automated office operations, managed client correspondence and tracked records.
  • Strengthened product branding initiatives and coordinated effective marketing campaigns.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Improved productivity initiatives, coordinating itinerary and scheduling appointments.
  • Interacted with prospects and customers at various events, including trade shows, seminars and workshops.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
PSID Group - Sound Technician & on Field Manager
City, STATE, 01/2009 - 01/2016
  • Supervised the production and post-production of events and other media projects.
  • Installed and integrated live audio equipment and systems to suit various applications and venues.
  • Managed setup and tear-down of sound and music equipment before and after performances to promote efficient workflow.
  • Coordinated the setup and breakdown of live events and concerts.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Maintained close communication with clients to mitigate service issues.
  • Hired and trained staff for cross-functional assignments and ensured employee knowledge of specific procedures related to each event type.
  • Paid and settled vendors, venues, staff, and contracted services.
  • Selected event materials which aligned with clients' requests and vision.
  • Trained customer service, marketing, and sales teams for events.
AT&T Inc. - Customer Service & Technical Support
City, STATE, 01/2004 - 12/2008
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Technical Service RepresentativeTechnical Customer Service Representative systems.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Monitored service orders to completion and closed service tickets.
  • Managed user profiles, security access and shared file structures.
  • Supported customers with online billing, access and account issues.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Observed system functioning and entered commands to test different areas of operations.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement.

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School Attended

  • Miami Dade College

Job Titles Held:

  • Company Owner
  • Sound Technician & on Field Manager
  • Customer Service & Technical Support


  • Associate of Arts
  • Associate of Arts

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