Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Venessa Ruiz

Avondale,AZ

Summary

Dynamic professional with extensive experience at U-Haul International, excelling in customer service and program management. Proven ability to enhance customer satisfaction through effective communication and problem-solving. Skilled in project management and mentoring, consistently achieving performance benchmarks while fostering teamwork and collaboration. Committed to delivering exceptional results in high-pressure environments.

Overview

9
9
years of professional experience

Work History

Roadside Assistance Agent

U-Haul International
07.2024 - Current
  • Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
  • Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
  • Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
  • Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
  • Established strong relationships with local service providers to ensure prompt response times during emergencies.
  • Conducted regular follow-ups with customers to ensure their satisfaction and gather feedback for continuous improvement.
  • Utilized GPS technology to accurately locate stranded motorists for faster response times.
  • Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
  • Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
  • Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
  • Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
  • Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
  • Updated internal databases with detailed notes regarding each call handled, allowing for seamless follow-up if needed.
  • Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.

Education Program Manager

U-Haul International
02.2023 - 06.2024
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Researched industry best practices in support of training development and program content.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Ensured alignment between organizational objectives and educational programming by working closely with senior leadership teams.
  • Checked on instructor lessons and communication in order to assess quality of education and assistance offered to students.
  • Represented educational program at meetings and conferences to serve as subject matter liaison for array of services and activities assigned.

Customer Service Live Chat Manager

U-Haul International
06.2018 - 02.2023
  • Streamlined chat support processes for improved response times and increased customer retention rates.
  • Enhanced customer satisfaction by efficiently managing chat support teams and ensuring prompt issue resolution.
  • Managed staffing requirements, including hiring, onboarding, and scheduling, to ensure adequate coverage during peak hours.
  • Managed the 24/7 Live Chat Team, which consisted of 45 team members, including 3 Senior Agents.
  • Resolved escalated customer issues promptly by communicating directly with customers or coordinating with relevant departments as necessary.
  • Established a positive work environment through effective communication and team building initiatives.
  • Organized regular refresher training sessions for experienced staff members to maintain high service standards.
  • Mentored junior team members in advanced troubleshooting techniques, fostering knowledge sharing culture within the department.
  • Initiated cross-department collaborations to address recurring problems, resulting in reduced repeat customer inquiries.
  • Analyzed chat data to identify trends and develop targeted solutions for common customer pain points.
  • Developed comprehensive training programs for new chat representatives, resulting in higher staff competency levels.
  • Introduced innovative reward systems that acknowledged outstanding individual contributions leading to increased employee motivation levels.
  • Continuously researched industry best practices for online customer support services to stay ahead of emerging trends and maintain competitive advantage.
  • Created monthly reports detailing key metrics such as response times, resolutions rates, and overall team performance indicators.
  • Implemented performance monitoring systems to identify areas of improvement and boost team efficiency.
  • Optimized chat workflows, reducing average handle time while maintaining high-quality service standards.
  • Collaborated with other managers to create cohesive strategies that addressed overall company goals and objectives.
  • Championed the implementation of new software tools that streamlined communication between chat agents and customers for enhanced user experience.
  • Conducted regular performance evaluations to provide constructive feedback and facilitate employee growth opportunities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Senior Customer Service Agent

U-Haul International
03.2018 - 06.2018
  • Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.
  • Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
  • Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
  • Streamlined call handling for improved productivity and reduced wait times.
  • Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
  • Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
  • Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
  • Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
  • Mentored junior agents to develop their skills and elevate the team''s overall performance.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Customer Service Representative

U-Haul International
02.2016 - 02.2018
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Skills

  • Strong multitasking
  • Teamwork and collaboration
  • Effective verbal and written communication
  • Attention to detail
  • Key performance indicators
  • Problem-solving abilities
  • Employee onboarding
  • Positive attitude
  • Critical thinking
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Mentoring and coaching
  • Schedule management
  • Personnel management
  • Project management
  • Content development
  • Remote learning
  • Multicultural leadership
  • Experience using Azure & Workday

Accomplishments

    Customer Service Department Manager of the Year 2020

Timeline

Roadside Assistance Agent

U-Haul International
07.2024 - Current

Education Program Manager

U-Haul International
02.2023 - 06.2024

Customer Service Live Chat Manager

U-Haul International
06.2018 - 02.2023

Senior Customer Service Agent

U-Haul International
03.2018 - 06.2018

Customer Service Representative

U-Haul International
02.2016 - 02.2018

Similar Profiles

CREATE PROFILE
Venessa Ruiz