Stephanie Sánchez
Monterrey, Nuevo León
Summary
Proven track record in enhancing customer satisfaction and loyalty, notably at Sitel, through exceptional problem-solving and active listening skills. Excelled in high-pressure environments, achieving significant repeat business. Skilled in critical thinking and customer service, consistently resolving complex inquiries, and fostering trust. Demonstrated leadership in mentoring peers, contributing to a positive and results-driven team dynamic.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Results CX
Monterrey, NL
02.2024 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Seasonal Retail Associate
Ross Dress For Less
Brownsville, TX
11.2021 - 01.2022
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed inventory effectively, ensuring proper stock levels and timely replenishment of merchandise.
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies during shift changes.
Community Manager
Alina Kalon
Monterrey, NL
09.2020 - 10.2021
- Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities.
- Trained new staff members on effective use of digital tools for managing communications within the online community environment efficiently.
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
- Conducted regular inspections to identify needed improvements and maintain highest standards.
Recruitment Specialist
Jinzai
Monterrey, NL
01.2019 - 06.2020
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
- Maintained an updated database of potential candidates for future opportunities, allowing for quick access to a qualified talent pool.
- Managed multiple requisitions simultaneously while maintaining attention to detail and excellent organizational skills.
Sales Agent Representative
Global Telesourcing
Monterrey, NL
09.2017 - 10.2018
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Increased sales revenue by developing and maintaining strong client relationships.
- Developed tailored solutions for clients based on their unique needs and challenges, creating customer loyalty and trust.
- Improved overall team performance by providing mentorship and guidance to junior sales representatives.
English as a Second Language (ESL) Teacher
Secretaría De Educación Pública (SEP)
Monterrey, NL
08.2016 - 08.2017
- Developed strong rapport with students, fostering a positive learning environment that encouraged active participation.
- Contributed to a positive school culture by participating in faculty meetings, serving on committees, and maintaining open lines of communication with colleagues and administrators.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
Customer Service Representative
Sitel
Monterrey, NL
08.2015 - 08.2016
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
CIDEB, UANL
Monterrey, NLSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Customer Service Representative
Results CX
02.2024 - 06.2024
Seasonal Retail Associate
Ross Dress For Less
11.2021 - 01.2022
Community Manager
Alina Kalon
09.2020 - 10.2021
Recruitment Specialist
Jinzai
01.2019 - 06.2020
Sales Agent Representative
Global Telesourcing
09.2017 - 10.2018
English as a Second Language (ESL) Teacher
Secretaría De Educación Pública (SEP)
08.2016 - 08.2017
Customer Service Representative
Sitel
08.2015 - 08.2016
CIDEB, UANL