Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Normalinda Paniagua

Tultitlan De Mariano Escobedo, México

Summary

I have been dedicated to providing exemplary customer support. My experience includes managing live chats, support tickets, and email inquiries, as well as handling inbound and outbound calls. I have a proven track record of efficiently resolving customer issues, enhancing client satisfaction, and fostering long-term relationships. Throughout my tenure, I have had the opportunity to lead a team of customer support supervisors, guiding them in delivering top-notch service. My responsibilities have equipped me with the skills necessary to manage and motivate a diverse team, ensure compliance with company policies, and maintain high service standards. Furthermore, my hands-on experience with tools such as Zendesk, Slack, and Google Meet has allowed me to streamline processes and improve communication within the team.

Overview

11
11
years of professional experience

Work History

Customer Service Specialist

Outdoorsy
04.2021 - 06.2025
  • Assisted customers with inquiries and concerns, ensuring timely resolution.
  • Collaborated with team members to enhance service delivery processes.
  • Adapted quickly to new systems and procedures during training sessions.
  • Contributed to a positive customer experience through effective communication skills.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Utilized CRM software to track customer interactions and feedback.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed knowledge of products and services to provide accurate information.

Cold Caller

Porch
06.2018 - 04.2020
  • Conducted outbound calls to potential clients, effectively introducing products and services.
  • Engaged prospects through persuasive communication, leading to increased interest and follow-up appointments.
  • Managed call scripts and adjusted messaging based on client feedback to enhance engagement rates.
  • Documented interactions in CRM systems, ensuring accurate tracking of leads and follow-ups.
  • Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
  • Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
  • Contributed to team sales goals by persistently reaching out to potential clients and setting appointments with qualified leads.
  • Originated and cultivated strong relationships with prospective clients by strategizing aggressive outbound calling campaigns.
  • Assisted in the development of new sales representatives by sharing best practices and providing mentorship for effective cold calling techniques.
  • Completed daily and weekly sales reporting using assigned tools.
  • Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
  • Followed up with customers to solicit further sales.
  • Made average of outbound and inbound calls per day.
  • Pitched products and services to potential customers, securing new deals and sales opportunities.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Overcame objections using friendly, persuasive strategies.
  • Provided information about available products and services, membership details, and purchase advantages.

Customer Service Representative

Ally Financial Inc.
02.2014 - 04.2018
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed customer accounts using CRM systems to ensure accurate data handling.


  • Developed and implemented process improvements that enhanced response times.
  • 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.

Education

High School Diploma -

Woodburn High
Woodburn OR
06-2007

Skills

  • Customer service
  • Good communication skills
  • Call center experience
  • Excellent written and oral communication
  • Customer relationship management (CRM)
  • Complaint handling
  • Problem resolution
  • Customer relationship management
  • Price quotes
  • De-escalation techniques
  • CRM software
  • Senior leadership support
  • Follow-up skills
  • Prioritization
  • Live chat support
  • [Software] CRM system proficiency
  • Dispute resolution
  • Escalation management
  • Team development
  • Staff training
  • Multi-line phone talent
  • Payment processing
  • Order processing
  • Spreadsheets
  • Staff education and training
  • Multitasking
  • Computer skills
  • Decision-making
  • Verbal communication
  • Friendly, positive attitude
  • Training and mentoring
  • Complex Problem-solving
  • Staff discipline
  • Processes and procedures
  • Operations management
  • Process improvement
  • Process monitoring and improvement
  • Schedule development
  • Policy enforcement
  • Coaching and mentoring
  • Performance management
  • Teamwork and collaboration
  • Problem-solving
  • Multitasking Abilities
  • Professionalism
  • Written communication
  • Goal setting
  • Teamwork
  • Team leadership
  • Performance improvement
  • Documentation and reporting
  • Quality improvement
  • Leading team meetings
  • Safety processes and procedures
  • Coaching
  • Feedback delivery
  • Verbal and written communication
  • Leadership
  • Team assessment
  • Time management
  • Idea development and brainstorming

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Customer Service Specialist

Outdoorsy
04.2021 - 06.2025

Cold Caller

Porch
06.2018 - 04.2020

Customer Service Representative

Ally Financial Inc.
02.2014 - 04.2018

High School Diploma -

Woodburn High

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Normalinda Paniagua