Customer Service High School

Beatriz Sanchez

Email: ********@**************.***

Address:

City: Tracy

State: CA

Zip: 95304

Country: USA

Phone: 209-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Customer-focused Representative with a prove capacity to troubleshoot issues to ensure customer satisfaction. Skilled and committed to addressing customer concerns with speed, accuracy and professionalism.

Educational Background:

High School Dipolma from Duncan Russell High School, Tracy CA 1/2001 to 6/2000 (general ed)

Job History / Details:

Summary

Customer-focused Representative with a prove capacity to troubleshoot issues to ensure customer satisfaction.Skilled and committed to addressing customer concerns with speed, accuracy and professionalism.

Highlights

Strong computer skills in Microsoft word,Power Point,Excel,Outlook, Quick Books Pro,Pc,Mac, Photoshop,Drake, Syimitar, 10-Key by Touch,Operate HP Laserjet 500 Plotter Printer

Technologically oriented.

Professional and excellent customer service.High customer service standards.

Professional leadership and management capabilities with strengths in flexibility and personalization with ability to handle sensitive and confidential information with a high degree of integrity.

Adept in organizing,time management and prioritizing tasks on multiple projects all while maintaining flexibility to meet deadlines and work in a fast paced environment.

Strong communication and interpersonal skills

Detail Oriented

Energetic self-starter with excellent team development,conflict resolution and negotiation skills.

Call center management experience

Strong problem solving ability

Troubleshooting skills

Bilingual in Spanish

Experience

January 2010 to 9/28/2012 12:00:00 AM

AJV BOOKKEEPING INC Tracy, CA

Office Manager

Prepared a variety of communicative subject matters that included privileged and highly sensitive materials all while maintaining strict confidentiality on job related matters.

Effectively managed a high-volume of inbound and outbound customer calls.

Maintained records and prepared monthly operating reports.

Assisted with coordination of review of applications,interviewing and paperwork of new hire employees.

Accurately documented, researched and resolved customer service issues.

Assisted with coordination of the review of applications,interviewing and paperwork of new hire employees.

Managed all accounts receivables and accounts payables and payrolls; prepared budgets for the office

Entered and maintained tax returns data in client database using Drake.

Participated and assisted in audits and cross-audits.

Trained and Coach new staff on office policy,procedures,and compliances.

Defused volatile customer situations calmly and courteously.

May 2007 to January 2010

Uncle Credit Union Livermore, Ca

Assistant Branch Manager

Assisted in managing,coaching,training and leading a team of nine

Ensured compliance and security regulations/policies were being met,as well as following proper controls for cash and cash equivalents

Provided exceptional and friendly service externally and internally

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Acted in the capacity of a loan officer by reviewing and approving loans;prepared monthly reports of loan approvals,disbursements and audits.

Prepared monthly and quarterly branch audit certification and reports

Promoted and maintained a high level of public relations with members of the community.

Maintained,audited and ensured compliance for Safe Box Inventory, consisting of over 600 safe boxes

Meet established department goals for overtime,over/shorts,mystery service shops and productivity.

Worked closely with all levels of management

May 2007 to August 2007

Uncle Credit Union Livermore, CA

Acting Call Center Branch Manager

Effectively managed a high-volume of inbound and outbound customer calls.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Evaluated consumer reports on a monthly basis.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Provided incentive to increase productivity, and morale by offering employees awards for best customer service.

Provided cross training to 8 staff members.

Met or exceeded service and quality standards every review period.

Operated and monitored computer systems and all office equipment

June 2004 to February 2007

Uncle Credit Union Livermore, CA

Member Service Representative

Provided quality service to credit union members

Implementation of new member services

Maintained efficient and productive credit union operations.

Process cash transactions at the window,including deposits,cash withdrawals,money orders,travelers checks,check withdrawals,payments and other transaction as requested by the members.

Greeted and directed members and telephone calls to appropriate staff. Provided general credit union information. Cross sold credit union services and products as appropriate.

Received members' comments in person or by telephone concerning any or all their credit union accounts and researched problems if necessary. Handled to satisfactory conclusion member inquires on accounts, statements and transaction history.

Prove cash at the end of the day. Order cash daily to maintain proper balance in denominations of currency and coin to carry on daily business.

June 2000 to June 2004

Omega Painting Santa Clara, CA

Office Secretary

Responsible for managing,developing and writing responses to the estimates;

Maintained and managed job costs, construction contracts, job budgets, cash flow projections, subcontract payments, contract change orders, client payment tracking and monthly contract reporting.

Lead the development and implementation of web marketing strategy to drive business results through the use of on line marketing tools;develop, create and produce mailers, promotional literature and brochures,

Identified and developed and pursued potential project opportunities and client base ;prioritized potential clients; and assist in contract negotiation.

Education

12 Duncan Russell High School Tracy, CA

High School Diploma

Attended several company sponsored trainings, in business management,Sales strategies, Services Strategies.

Completed Prime net course on a yearly basis.

Received AIB Bank Teller Certificate.

CPA Certification 2012.

Received several mystery shops certificates with 95 percentage or higher.

Contact this candidate