Customer Service

Yvette Garcia Von Ormy, Texas ***** 919-***-**** ***********@*****.***

To whom it may concern,

Attached you will find a copy of my resume for your review. In my life, I have had the opportunity to experience various amounts of work duties. I am an energetic self-starter who is creative and can work independently or with a team. I love working with people and learning new things. I am able to maintain a positive attitude under any circumstances. I am eager to learn and gain knowledge in new experiences while pursuing a future career. In my working experience, I have learned to have patience and be able to maintain clear thinking while handling any situation under pressure.

Please allow me to show you how productive and efficient of a worker I can be. I assure you I would be a wonderful asset to the available position.

Please feel free to contact via email or my mobile phone number at your earliest convenience if you require clarification. I would like to thank you for your time and consideration.

Sincerely,

Yvette Garcia

Yvette Garcia Von Ormy, Texas 78073 919-***-**** ***********@*****.***

OBJECTIVE

Seeking to pursue a position where my skills could lead me to a positive career choice.

ACQUIRED SKILLS

Microsoft office, power point, Outlook, Excel, word, publisher (5 years)

Leadership Experience

Salesforce (5 years)

Process Management

Help Desk

Software Troubleshooting

Product Demos

Application Support

Data collection

Customer relationship management

Active Listening skills

Energetic Work Attitude

Telecommunication Skills

Bilingual

EDUCATION

o High School Diploma, 2002 o Poteet High School, Poteet, TX

WORK EXPERIENCE/JOB RELATED TASKS

oCustomer Care Manager – Girl Scouts of Southwest Texas, San Antonio, TX October 2019 – Present

•Supervise routine operations in the customer service department.

•Respond to customer service issues in a timely manner.

•Create effective customer service procedures, policies, and standards.

•Develop customer satisfaction goals while organizing with the team on a steady basis.

•Establish open, effective communication between all departments.

•Maintain accurate records and document all customer service activities and discussions.

•Create and maintain service statistics and prepare detailed reports.

•Hire and train new customer service agents.

•Manage the approved budget of the customer service department.

•Time management create monthly schedules biweekly time approval.

•Salesforce (Crm) troubleshooting, process management, reporting cases, solutions o Program/Learning Specialist - Girl Scouts of Western Washington, DuPont, WA

December 2016 – September 2019

•Correspond with parents and volunteers regarding workshops & specialty programs.

•Utilize Girl Scouts of Western Washington’s customer relationship management system (Sales Force) to support girl programming processes to completion.

•Ensures Girl Scouting is open to all girls and adults by delivering the Girl Scouts message of pluralism and diversity to members of the council.

•Assist Departments by building events for website and registration availability, confirmations, payments and cancellations/Refunds via Salesforce.

•Process registrations, refunds & transfers for all council-wide Girl Program activities and events via Salesforce.

•Create run and clear daily, weekly and monthly reports ensuring clean data guidelines are met via

Salesforce and other systems

•High level troubleshooting in Salesforce( CRM) and customer (internal and external) support.

•Cross collaboration with multiple departments including App support, IT, Finance department.

•Process payments, including write-offs and collections.

•Assist members with financial assistance

•Create and establish new business processes while vetting all impacted departments. Ensuring all processes are streamlined effectively.

•Build complex events (conference) ensuring functionality for both internal and external users.

•High level trouble shooting working with App support and GSUSA on trouble tickets open in

Salesforce

oSupervisor – Armed Forces Joint Bank, Lewis McChord, WA

August 2003 – May 2007

•Planned, directed, and organized daily operational activities of a banking center

•Responsible for vault balancing and reconciliation, coordinates and assigns work, ensuring adequate coverage on assigned shift, opened and closed branch daily.

•Ensured bank operations procedures were followed while overseeing a staff of employees ensuring customer needs are met.

•Conducts all related business transactions for customers along with cross-selling products and services to meet targeted sales objectives.

•Demonstrated effective communications skills, both verbal and written

•Administration duties include answering and directing phone calls, ordering office supplies, submit and

reconcile payment reports.

o

Store Manager – Spirit Halloween Super Store, Anchorage, AK

September 2015 – November 2015

•Responsible for the overall successful operation of the store while maintaining company standards. • Supervised, recruited, trained, developed, coached and communicated with all Associates and Management.

•Assesses staff performance.

•Demonstrate knowledge of store products and uses this knowledge to build sales.

•Practiced suggestive selling, offering every guest related items in order to build multiple sales.

•Leads by example and maintains the highest standards of integrity, quality and timeliness in all of our business practices both internally and with our external partners.

•Merchandises the store following company directives and Supervisor’s instructions.

•Prepares and maintains merchandise displays.

•Operates with absolute fiscal responsibility.

•Follows all Company policies and procedures.

•Participates in store set up, daily operations, closing inventory and store close down.

•Adheres to weekly work schedule and is flexible to the needs to the business.

o

Central Cashier/Office Clerk – NAF Accounting Office, JBER, AK

January 2014 – June 2015

•Provides centralized collections and verifications of all cash receipt documents.

•Count and balances cash, negotiable instruments and credit card receipts turned in by activities, consolidate all items and prepares required bank deposits.

•Maintains change funds for activities cash requirements.

•Prepares cashier reports, assures that cash and negotiable instruments are accounted for and safeguarded at all times.

•Resolves unusual transactions and deals with organizational officials to discuss deposit procedures and currency negotiability.

•Answer multiple line phone, direct calls to appropriate associate.

References upon request*

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