Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement. Dedicated representive talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 3 years of experience in quickly resolving any issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.
Skills
Behavior Management
Activity Planning
Meal and snack preparation
Child Safety Procedures
Service desk support
Call center experience
Technical troubleshooting
Customer support needs assessment
Computer maintenance
Insurance billing
Planning and coordination
Communications
Team management
Team building
Process improvement
Administrative support
Project organization
Business operations
Organization
Customer service
Relationship development
Supervision
Experience
10/2020 to Current
Customer Service RepresentativeStockx – Portland, OR,
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted approximately 25 customers each day with Health Care questions.
Assessed customer needs and upsold products and services to maximize plan sales.
Evaluated customer account information to assess current issues and determine potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Delivered service and support to each customer, paving way for future business opportunities.
Consulted with customers to determine best methods to resolve service and billing issues.
04/2017 to 02/2020
BabysitterBreckenridge Grand Vacations – Breckenridge, CO,
Helped prepare meals, snacks and refreshments for children, accounting for individual dietary needs and restrictions.
Engaged with children, providing nurturing, safe environments to promote emotional, social and intellectual growth.
Discussed household rules, children's progress and routines with parents to foster stable and structured environment.
Observed and monitored play to identify developmental strengths and target areas for enrichment activities.
Kept parents' contact information, emergency services phone number and child’s health history on hand in case of emergency situations.
Monitored children's safety and well-being to prevent accidents and falls.
Improved group and individual behavior by employing positive management strategies.
Calculated amount owed for services and collected payment from parents.
Discussed new developments, misbehavior and concerns with parents or guardians.
Cooked nutritious meals to promote healthy diet and nutrition.
Organized and planned age-appropriate lessons involving reading, crafts, music and movement.
Helped children complete homework and special assignments daily to support academic performance.
Balanced schedules to provide optimal rest, play and educational periods.
03/2011 to 03/2016
Assistant ManagerUnited Pacific – Fontana, CA,
Planned and prepared workflow schedules, delegating tasks for 20-member team.
Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
Cultivated hands-on training, assessment, guidance and performance monitoring programs to coach and mentor employees.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Collaborated with store manager to develop strategies for achieving sales and profit goals.
Organized schedules, workflows and shift coverage to meet expected business demands.
Enforced company policies and procedures to strengthen operational standards across departments.
Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Directed and led employees, supervising activities to drive productivity and efficiency.
Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
Completed inventory audits to identify losses and project demand.
Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Enhanced sales by implementing merchandising and promotional improvements.
Delegated daily tasks to team members to optimize group productivity.
Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
01/2008 to 12/2011
Team LeaderCity Of Indianapolis And Marion County – Indianapolis, IN,
Integrated process improvements to increase overall workflow.
Developed and deployed new services and implemented new company policies.
Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
Directed and led employees, supervising activities to drive productivity and efficiency.
Interviewed, hired and trained new quality customer service representatives.
Enforced adherence to company policies, answered coworkers' questions and trained new personnel.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assessed customer needs and upsold products and services to maximize sales.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Assisted approximately 30 customers each hour with internet service questions.
Education and Training
Expected in 06/2007
High School Diploma: Los Fresnos High School - Los Fresnos, TX GPA:
Expected in
Associate of Science: Library Science UTB - Brownsville, TX, GPA:
Accomplishments
Won "Customer Service Path" for Senior Customer Service Associate.
Received numerous referrals to other families due to exceptional reliability, affordable rate and positive reports.
Won "Certificate of Completion" for Video Repair Training.
Employee of the month for Converges.
Award of Excellence for the delivery of excellent service.
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