Sheila May Cordova

• Enhanced customer satisfaction by promptly addressing concerns and providing personalized solutions.
• Implemented new systems for tracking requests and feedback from clients, enhancing responsiveness and adaptability of the team.
• Handled simple check processing, client paperwork, minimum distributions and digital services.
• Developed a loyal clientele base by consistently offering personalized attention that fostered ongoing relationships.
• Coordinated appointment scheduling to optimize time management for both clients and staff members.
• Ensured client privacy by adhering to strict confidentiality policies, maintaining trust in the concierge service and protecting sensitive personal information at all times.
• Anticipated, identified and solved ongoing client needs.
• Utilized strong problem-solving skills to address unforeseen challenges effectively while minimizing any disruption to the client experience.

● Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks

● Provided solutions to operations issues for users of different applications and software, specifically for the clients, and worked closely via phone, email, live chat, and web teleconference with end users

● Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems, or respond to questions

● Explained technical information in clear terms to non-technical individuals to promote better understanding

● Documented all transactions and support interactions in the system for future reference and addition to knowledge

• Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
• Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
• Ensured compliance with company policies regarding data security during interactions with customers.
• Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
• Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
• Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
• Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
• Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
• Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
• Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
• Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.

• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Provided solutions to operations issues for users of different applications and software specifically only for the clients and working closely via phone, email, live chat and web teleconference with end users
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
• Explained technical information in clear terms to non-technical individuals to promote better understanding
• Documented all transactions and support interactions in system for future reference and addition to knowledge base

• Educated customers on promotions to enhance sales
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
• Cultivated customer loyalty, promoted repeat customers and improved sales
• Responded to customer requests for products, services and company information
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Answered customer telephone calls promptly to avoid on-hold wait times

• Worked as a 411 Directory Assistance Operator to provide information to customers queries for business, government and residential listings, improve operations and provide exceptional customer service
• Provided primary customer support in fast-paced environment
• Offered advice and assistance to customers, paying attention to special needs or wants
• Answered constant flow of customer calls with up to at least 2 calls in queue per minute
• Answered customer telephone calls promptly to avoid on-hold wait times

• Kept server areas clean and stocked during service hours to increase efficiency while serving tables
• Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously
• Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
• Used correct cleaning, sanitizing and food handling procedures to maintain optimal protections for customers
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
• Assisted with various banquet food stations, set up and service to multiple dining areas
• Prepared hot and cold beverages to highest standard while providing guests with legendary customer service
• Set dining tables to prepare for diverse types of events and follow strict service standards

• Collaborated with various team members to ensure guests' requests are met
• Promptly responded to inquiries and requests from prospective customers
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Enhanced productivity levels by anticipating needs and delivering outstanding support

• Promptly responded to inquiries and requests from prospective customers
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences