1. Sonia Washington
3692 Forest RD, Oceanside, California 92058
Home: 760-231-5910 • Cell: 760-809-8685
soniazaldana@cox.net
Seasoned customer service specialist with background in providing advice on diverse customer
situations. Customer Service Specialist with a track record of managing a wide variety of
customer service issues quickly and efficiently.
Friendly Customer Service Specialist with can-do attitude and willingness to help at all times.
Client relations specialist
Conflict resolution techniques
Focused on customer satisfaction
Cash handling
Focused and driven
Cheerful and energetic
Clear and articulate phone manner
Analytical problem solver
Dependable
Bilingual in Spanish
Promoted to Cyber Agent in 2005 work from home.
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Sales
Consistently generated additional revenue through skilled sales techniques.
Product Sales
Cross-sold services at a rate of 50%, upgrading customers to different plans and product
packages.
Market Research
Interviewed clients via market research surveys to identify product issues and customer
needs.
Customer Interface
Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and
orders.
Customer Service Specialist/Cyber Agent, 08/1989 to 10/2014
Cox communications － San Diego, California
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests. Provided
accurate and appropriate information in response to customer inquiries. Maintained up-to-date
records at all times. Developed effective relationships with all call center departments through
clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Facilitated information flow between customer service, account management operations, quality
assurance, training and technical departments to guarantee call center objectives were met.
SUMMARY
HIGHLIGHTS
ACCOMPLISHMENTS
EXPERIENCE

2. Properly directed inbound calls in phone queues to improve call flow. Provided cross training to
new staff members. Developed effective relationships with all call center departments through
clear communication via email or phone call. Resolved product issues and shared benefits of new
technology.
Certificate: Bank Teller
Bank Teller Institute － Los Angeles, California, us
Coursework in Finance and Business Administration.
EDUCATION