CRISTINA Z. CINTRÓN

200 Chartwell Road, Columbia, SC 29210  803-570-2034  provirtualassistantservices@gmail.com

EXCEPTIONAL SERVICE-DRIVEN PROFESSIONAL 

Dynamic, versatile, resourceful, and team-oriented with over 15 years of valuable customer support and problem resolution expertise, in both telecommunication and in person.  Excellent business communication, organizational, and interpersonal skills with the capacity to increase productivity and profit margins in fast-paced, demanding environments. 

CORE STRENGTHS

PROFESSIONAL SUMMARY

Achieved customer service and quality goals, positively impacting business performance.  Provided escalation support.  Honed supervisory and management skills through promotional advancement and college courses.  Trained in managing groups, setting goals, providing directives, and overseeing plan of action.  Able to lead, motivate, and train teams – by example – to improve quality, deliver outstanding service, and ensure procedural compliance.  Proven problem solving skills.  Knowledge of balanced scorecard.  Recruited, coached, and managed staff.  B2B and B2C experience.

CAREER PROFILE

U-Haul, Phoenix, AZ
June 2015 – Present    
Part Time Customer Care Representative

• Answer approximately 50+ inbound calls daily.       
• Set reservations for customers based on traveling or moving needs.
• Reach weekly sales goals and metrics.
• $ 8.25/Hour (Plus Overtime and Commission/Bonuses)

Teletech, Englewood, CO
May 2015 – Present
Part time Customer Care Representative

• Answer approximately 50+ inbound calls daily.
• Assist with various alternating projects from private clients via email, chat, and inbound calls.
• $ 8.75/Hour

Teleflora, Los Angeles, CA  
December 2014 – Present
Seasonal Customer Care Representative

• Answer approximately 50+ inbound calls daily.
• Fulfilled virtual orders via chat and inbound calls for floral arrangements.
• $ 8.25/Hour (Plus Overtime and Commission/Bonuses)

Asurion (Formerly NewCorp/N.E.W.), Nashville, TN            
September 2013 – January 2015
SMART Spanish (Bilingual) Customer Care Representative

• Answered approximately 50+ inbound calls daily.
• Assisted clients with basic to complex account or technical assistance regarding extended service warranties.
• Provided exceptional customer care on the first call avoiding a second call for the same issue.
• Translated for Computer Help Desk troubleshooting tablets, laptops, and desktops.
• Maintain positive relations between our clients (vendors) and our customers.
• Took ownership of each call, thus avoiding escalations.
• Voluntarily worked additional shifts to support call volume demand.
• Adhered to scheduled break and lunch times as indicated by staffing.
• Multi-tasked between chat, email, and Citrix calls to stay abreast of company updates.
• Excellent people soft and interpersonal skills.
• Went above and beyond to ensure a positive and engaging client service experience.
• $ 12.50/Hour (Plus Overtime)

H & H, Inc., Orangeburg, SC                                                          
November 2003 – March 2013
Assistant Manager

• Interviewed, trained, supervised, and coached employees.
• Handled weekly scheduling of employees.
• Inventoried products (both incoming and outgoing).
• Analyzed sales trends so as to increase profits.
• Sold merchandise to clients face-to-face and via phone.
• Provided positive feedback to both employees and managers via weekly team meetings.
• Selected and order new products to be sold to customers.
• Met with vendors to gauge product demand and tailored products to customers’ needs.
• Salaried $ 42,000 Annually

Cendant Mortgage, Mount Laurel, NJ
June 1999 – March 2001
Mortgage Service Specialist/Customer Service Supervisory Support                   

• Answered approximately 100+ inbound calls daily.
• Provided prompt & courteous assistance to mortgage clients with questions regarding their account.
• Exceeded expectations to ensure principal and interest payments were appropriately applied.
• Mediated between internal departments ensuring client satisfaction.
• Merrill Lynch Liaison Committee & First Call Resolution Team.
• Provided positive feedback to supervisors to enhance client satisfaction.
• Resolved customer service issues in a timely and efficient manner.
• $ 13.75/Hour

Comcast Metrophone, Wayne, PA                                                  
September 1998 – June 2000
Customer Service Supervisor

• Answered approximately 100+ inbound calls daily.
• Assisted customers with basic to complex account or technical issues regarding cellular phone service.
• Interfaced between coworkers and supervisors to discuss ways to improve service.
• Supervised employees.
• $ 15.00/Hour

EDUCATION

ORANGEBURG CALHOUN TECHNICAL COLLEGE, Orangeburg, SC 
Attended and received college credits for courses taken with a focus on Accounting & Business Management
Active participant in SIFE (Students in Free Enterprise) Program
SIFE (Students in Free Enterprise) Store Manager
SIFE (Students in Free Enterprise) Vice President of Accounting

EDISTO HIGH SCHOOL, Cordova, SC
High School Diploma