Cristina Diaz
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Conduent
06.2023 - 03.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Purchasing Manager
Proteinas Regias
10.2011 - 02.2023
- Wrote standard operating procedures for department.
- Adjusted procedures to maximize department effectiveness.
- Performed monthly reconciliation of open purchasing orders.
- Authorize and monitor purchase orders and consumables.
- Implemented policies to reduce cost and eliminate waste.
- Coordinated paperwork, updated spreadsheets, and maintained permanent records.
- Purchased new products and oversaw inventory stocking and availability.
- Sourced vendors, built relationships, and negotiated prices.
- Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors.
- Contacted location managers and department supervisors to assess requirements.
- Progressed through various purchasing, warehousing and leadership roles.
- Generated reports, documents and analysis in Microsoft for senior management review and approval.
- Monitored and evaluated vendor performance to determine compliance with quality standards.
- Established and maintained accurate records of purchases, pricing and payment terms.
- Negotiated pricing and terms with vendors to secure best value for company.
- Created purchasing policies and procedures that complied with company standards and regulatory requirements.
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services.
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods.
- Hired and trained purchasing staff to improve effectiveness of purchasing operations.
- Monitored inventory levels and avoided shortages with timely replenishment of stock.
- Generated reports on purchasing activities to support management decisions.
- Cultivated strong relationships with vendors to maintain and improve levels of customer service.
Real Estate Agent
She Rent, She Sale
04.2020 - 02.2024
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
- Advertised client properties through websites, social media, and real estate guides.
- Presented purchase offers to sellers for consideration.
- Maintained connections with clients to encourage repeat business and referrals.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Communicated with clients to understand property needs and preferences.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Coordinated appointments to show tenants and buyers prospective homes.
Reservations Agent
Gran Hotel Ancira
03.2010 - 09.2011
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled reservations and answered questions from interested patrons for busy Number-room hotel.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- Worked closely with front desk to achieve full occupancy of property.
- Generated and reported performance metrics to management to inform decision-making.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Produced and shared customer service reports to support management decision-making.
Hotel Telephone Operator
Hotel Barcelo
07.2007 - 04.2009
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Operated switchboard and routed incoming calls to appropriate departments.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Identified service improvement opportunities through call volume and performance reports.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Connected callers with appropriate professional, department, or business.
- Provided helpful, informative technical support to customers on product usage and installation.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained new staff members in customer service techniques and hotel operations.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Master Of Business Administration - Education Administration
EDEC
Monterrey, MexicoBachelor Of Communication - Humanities
ICAHM
Monterrey, Mexico07.2004
Skills
- Paperwork Processing
- Account updating
- Report Generation
- Product Knowledge
- Appointment Scheduling
- Data Collection
- Complaint resolution
- Problem Resolution
- Money handling abilities
- Complaint Handling
- System implementation
- Warehousing functions
- Report Preparation
- Critical Thinking
- Research
- Conflict Mediation
- Customer Service
- Document Control
- Live chat support
- Training development aptitude
- Product Education
- Travel Planning
- Staff education and training
- De-Escalation Techniques
- Coordination
- Microsoft Office Suite
- Conflict Resolution
- Call center experience
- Active Listening
- Problem-solving abilities
- Warranty Service
- Customer Relations
- Staff Training
- Building rapport
- Retail store support
- Product and service solutions
- Materials Transport
- Report Transcription
- Sales closing
- Payment Processing
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Service Representative
Conduent
06.2023 - 03.2024
Real Estate Agent
She Rent, She Sale
04.2020 - 02.2024
Purchasing Manager
Proteinas Regias
10.2011 - 02.2023
Reservations Agent
Gran Hotel Ancira
03.2010 - 09.2011
Hotel Telephone Operator
Hotel Barcelo
07.2007 - 04.2009
Master Of Business Administration - Education Administration
EDEC
Bachelor Of Communication - Humanities
ICAHM
Similar Profiles
Evelyn CorroEvelyn Corro
Customer Service Representative at ConduentCustomer Service Representative at Conduent
Frances (Jan) GarrettFrances (Jan) Garrett
Customer Service Representative at ConduentCustomer Service Representative at Conduent
Kevi GarciaKevi Garcia
Customer Service Representative at ConduentCustomer Service Representative at Conduent
Terryona SmallTerryona Small
Remote Customer Service Advisor at ConduentRemote Customer Service Advisor at Conduent
Kyra FieldsKyra Fields
Customer Service Representative/Outbound Customer Service Representative at Rooms To GoCustomer Service Representative/Outbound Customer Service Representative at Rooms To Go