Cynthia Madrigal
Tempe
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Crew Leader
Little Ceasars Pizza
06.2023 - Current
- Delegated to provide every customer with the correct, complete orders within service time goals according to the Customer Service Standards, the Priority Guidelines, the telephone and front counter station procedures and if necessary, the Remedy Process.
- Trained employees in time management and proper ways to complete job duties.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and promptly addressing potential hazards.
- Provided ongoing training and support for new hires, ensuring they were well-equipped to perform their duties effectively.
- Boosted customer satisfaction by ensuring that all crew members provided high-quality service in line with company standards.
- Motivated team members by setting high expectations, recognizing achievements, and providing ongoing encouragement throughout challenging projects.
- Performs cash management responsibilities and ensures correct amount of cash is dropped at the end of the night. Reconciling or balancing cash registers. As well as properly securing all cash in a drop safe.
- Guarantee all night duties were correctly followed such as clean and organized work stations and ensure the standards for restaurant image are maintained as directed by management and as required by the local health department.
Customer Service Representative
Consumer Cellular
01.2020 - 05.2023
- Handle 40+ calls daily, with duties including upgrading cellular devices, presenting relevant product information and explaining billing or general questions.
- Memorized entire line of company products and services, including price and special discounts.
- Improved operational efficiencies while managing customers request, transactions, new purchase orders and pricing needs.
- Resolved and explained technology in a way that resonated with non technology users. With step by step trouble shooting instructions on a wide range of cellular devices, setting up new devices and transferring data.
Mobile Expert
T-Mobile
08.2020 - 06.2021
- Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
- Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
- Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
- Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.
- Increased customer satisfaction by providing expert advice on mobile devices and plans.
- Boosted sales performance with personalized recommendations tailored to each customer''s unique needs.
- Managed inventory effectively, ensuring stock levels were maintained at optimal levels for peak business periods.
Retail Consultant
Sprint
02.2020 - 08.2020
- Maintained a clean, organized store environment to enhance customer experience and drive repeat business.
- Conducted regular audits of store operations, identifying areas for improvement and implementing appropriate changes.
- Stayed current on industry trends and product knowledge to provide informed recommendations to customers looking for specific items or solutions.
- Established strong rapport with clients & customers on the phone/ walk-ins resulting in customers returning and new customer referrals.
- Performed strategic upselling and cross selling of phones, electronics, accessories, service plans and other products based on current promos, customers taste/interest which exceeded in sales.
- Answered questions about store policies and addressed customer concerns.
- Succeeded in providing professional customer support to 2k+ customers helping to improve sales by 35% in 2020
Retention Specialist II
Concentrix
07.2017 - 01.2020
- Handled 80+ calls daily while remaining courteous and calm even during moments of customer dissatisfaction with 90%.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Received an average 90% customer satisfaction rating 15% higher than the companies average.
- Increased team productive by staying in the top 5 highest performers, taking sup calls, training new agents on best practices for deescalating calls.
Education
Physical Education
Porterville College
Porterville, CAHigh School Diploma - General Studies
Porterville Adult School
Porterville, CA05.2012
Skills
Bilingual, Communication skills, Team management, Problem solving and adaptability
Languages
Spanish
Timeline
Crew Leader
Little Ceasars Pizza
06.2023 - Current
Mobile Expert
T-Mobile
08.2020 - 06.2021
Retail Consultant
Sprint
02.2020 - 08.2020
Customer Service Representative
Consumer Cellular
01.2020 - 05.2023
Retention Specialist II
Concentrix
07.2017 - 01.2020
Physical Education
Porterville College
High School Diploma - General Studies
Porterville Adult School
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