Esperanza Lastra
Phoenix
Summary
Dynamic customer service professional with experience at MTM - Medical Transportation Management, adept at resolving conflicts and enhancing customer loyalty. Skilled in active listening and critical thinking, contributing to a well-organized and efficient work environment.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
MTM - Medical Transportation Management3401
09.2019 - Current
- 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.
- Responded to customer requests for products, services, and company information.
Shift Lead
Dairy Queen Grill & Chill
12.2015 - 06.2017
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Maintained inventory count while on shift
Education
GED -
Call A Teen
Phoenix, AZ09-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Appointment scheduling
- Customer relations
Timeline
Customer Service Representative
MTM - Medical Transportation Management3401
09.2019 - Current
Shift Lead
Dairy Queen Grill & Chill
12.2015 - 06.2017
GED -
Call A Teen
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