Alicia Verdugo
Tolleson
Summary
Experienced in customer interactions and service solutions, I excel in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. As an effective team collaborator, I adapt to changing needs while consistently focusing on achieving results through efficient and empathetic service. Known for my reliability and proactive approach, I build strong customer relationships and maintain high satisfaction levels. Committed to exceptional service, I utilize customer service best practices and explore various solutions to meet customer needs. I am also adept at managing multiple projects while prioritizing tasks and meeting deadlines.
Overview
18
18
years of professional experience
Work History
Escalated Complaints Specialist
Wells Fargo
2150 W. Pinnacle Peak Rd
10.2023 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Lead
24-7 Intouch - Mesa
1320 E. Country Club Dr
02.2018 - 09.2023
- Throughout my time at IntouchCX- 24/7Intouch I Assisted in multiple lines of business ranging from Hyundai, Apple Support, Apple Chat Support, to Green Dot Bank.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Manager
Organic’s Smoke Shop
Phoenix, AZ
03.2018 - 03.2022
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Addressed customer needs and made product recommendations to increase sales.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Administrative Assistant
Duffy Refrigeration
Higley, AZ
09.2007 - 01.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted in onboarding new employees,
- Managed expense reports for executive staff members and the Owner ensuring accurate documentation of spending for budgeting purposes
Education
High School Diploma -
East Valley High
Queen Creek, AZ08-2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Escalation management
- Administrative support
- De-escalation techniques
- Assertiveness
- POS systems expert
- CRM software
Timeline
Escalated Complaints Specialist
Wells Fargo
10.2023 - 03.2025
Manager
Organic’s Smoke Shop
03.2018 - 03.2022
Customer Service Lead
24-7 Intouch - Mesa
02.2018 - 09.2023
Administrative Assistant
Duffy Refrigeration
09.2007 - 01.2018
High School Diploma -
East Valley High