Summary
Overview
Work History
Education
Skills
Timeline
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Mathew Escalante

Tucson

Summary

Adept at managing high-stress situations and resolving customer complaints with empathy, I excelled at Alorica by enhancing customer loyalty and consistently exceeding performance metrics. My expertise in data entry and active listening, coupled with a proven track record of problem resolution, positions me as a valuable asset to any customer service team.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Afni
05.2024 - 08.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved accounting, service and delivery concerns.

Customer Service Representative

Alorica
03.2021 - 01.2022
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Investigated and resolved accounting, service and delivery concerns.
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.

Crew Member

Wendys Restaurant
10.2015 - 04.2018
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Trained new team members on procedures, customer service, and sales techniques.
  • Contributed to inventory management, minimizing food waste and controlling costs.
  • Maintained cleanliness and organization of dining area, leading to improved customer experiences.

Education

High School Diploma -

Project M.O.R.E
Tucson,AZ
05.2019

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution

Timeline

Customer Service Representative

Afni
05.2024 - 08.2024

Customer Service Representative

Alorica
03.2021 - 01.2022

Crew Member

Wendys Restaurant
10.2015 - 04.2018

High School Diploma -

Project M.O.R.E

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Mathew Escalante