Ruby Serrano Email & Phone Number

Tucson, Arizona Area

Position summary:Provide end-to-end support for our customers/communities in a way that is in accordance with the Company's service delivery strategy. Establish rapport and promote effective relationships, upholding our commitment to the customer experience through our Operating Principles, Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee. Primary responsibilities:• Accurately and confidently handle customer inquiries including billing and technical questions.• Responsible for handling escalated cancellation requests from customers and responsible for solving all issues, taking a consultative approach to finding custom solutions to customers' needs, as well as handling potential sales opportunities.• Resolve problems related to Comcast products as well as customer equipment.Additional skills:• Promote company products and services and make recommendations that meet the customer's needs.• Relate well to the customer, and demonstrate favorable image of the organization through effective use of soft skills and problem solving skills, professional communications and internal/external customer interactions. • Exercise sound judgment within the scope of empowerment, and act in the best interest of both the customer and company.

Tucson, Az

Position summary:As a Customer Care Escalation Representative, I was responsible for providing a "best of brand" customer experience in all facets of customer service. I took initiatives to own the customer experience by resolving a wide variety of customer inquiries, requests, complaints and escalations. I added value to the customer experience by resolving issues with a win-win attitude that built trust with the customer.Primary responsibilities were to:• Receive incoming calls in a professional and courteous manner• Take immediate ownership of the customer experience• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems to appropriate team members for resolution• Influence sales by recognizing opportunities to up-sell accounts; explain new features and other service offerings• Provide prompt and excellent serviceAdditional skills:• Excellent verbal and written communication skills• Conflict resolution skills• Finely tuned interpersonal communication skills, both online and off• Strong problem solving and analytical skills• Proficiency with Sword CiBoodle, Customer Relationship Management (CRM) software• Proficient with MS Windows environment, including MS Word, Excel, Outlook• Technical understanding of the Internet, search engines, and modems• Strong data entry skills (70 wpm)

Tucson, Az

Position summary:As a Part Sales Representative I was responsible for driving sales by answering inbound calls from customers in need of placing an order for repair parts. I responded with a professional, courteous and efficient style that allowed me to provide the customer a positive experience. I also influenced sales by recognizing opportunities to up-sell accounts; explaining new features and other service offerings.Primary responsibilities were to:• Receive incoming calls in a professional and courteous manner• Convert inquires into part orders, recommend related parts, and/or add-on and promotional merchandise• Transfer appropriate calls to parts specialist, customer relations or other Sears toll-free numbers as needed.• Maintain call center database by correctly entering information• Prioritize and perform multiple tasks• Fulfill orders by clarifying information; completing transactions; forwarding requestsAdditional skills:• Finely tuned interpersonal communication skills, both online and off• Strong problem solving and analytical skills• Proficiency with Sword CiBoodle, Customer Relationship Management (CRM) software• Proficient with MS Windows environment, including MS Word, Excel, Outlook• Technical understanding of the Internet, search engines, and modems• Strong data entry skills (70 wpm)

7877 E. Broadway Blvd. Tucson, Az 85710

Position summary:As a front end cashier for this popular farmers market in Tucson, later acquired by the Sprouts Farmers Market in 2012, I welcomed and greeted all of our customers courteously. My position required excellent communication and interpersonal skills to ensure that each customer enjoyed a positive shopping experience, especially the many seniors who frequented our store.Primary responsibilities and tasks were to:• Check out customers efficiently so as to reduce their wait time• Accurately enter prices and product categories at check out• Accurately process debit/credit card or EBT card transactions, etc.• Maintain familiarity with monthly specials, sales, in-store promotions, and programs• Encourage non-members to join, and sign up new members• Maintain the physical appearance of the cashier register area• Perform opening and closing duties, following established procedures

7235 E. Golf Links Rd., Tucson, Az 85730

Position summary:This entry level job allowed me to earn extra cash while still in High School, and to begin to understand the principles of good customer service. As a drive thru cashier my voice was the first a customer would hear, so being friendly and courteous was important. Listening carefully was also a talent I developed while at Eegees.Primary responsibilities and tasks were to:• Listen attentively to customer orders as they approached drive-thru• Answer any questions customers had related to their order• Share all promotions and/or discount offerings with customer(s)• Correctly enter customer orders into the database• Accurately process debit/credit card transactions, etc.• Assist in food preparation and beverage orders• Check and package food items correctly• Ensure that condiments and napkins were packed with the order• Maintain cleanliness in the food service areas• Thank every customer for choosing Eegees• Perform opening and closing duties as needed

In Progress, General Education, Sophomore Year

Activities and Societies: Sociology, Human Biology and Sociology, Gender Identities.

High School, General Studies