Assistant Manager Customer Service

Angelica D. Alvarado Email: *.***********@*****.*** Phone: 760-***-****

**** - ******** ********** ****** ********, CA — Restaurant hostess/cashier, busser, runner/servier To create truly memorable experiences, and we place the upmost importance on the safety and well being of our guests and employees.

-Resolve customer inquiries accurately and promptly to enhance guest satisfaction scores in a fast-paced environment.

-Increase efficiency by taking on various roles during understaffed periods, such as bussing, serving, and running duties.

-Collaborate closely with kitchen personnel and servers to streamline communication and enhance operational efficiency.

-Facilitate smooth table assignments and overall restaurant workflow.

-Follow compliance, protocols and safety regulations, including maintaining facility cleanliness.

-Assist with precision inventory management to control costs and optimize resources.

-Display exceptional organizational skills in managing large numbers of guests (400+) and schedule reservations accordingly to optimize restaurant capacity and ensure smooth operations.

-Pay attention to detail to ensure accuracy in all operational aspects, from guest service to inventory management. 2018 - Advanced Financial Carlsbad, CA — Billing and Collections Manager Providing comprehensive loan servicing for timeshare homeowner’s association and white label businesses. AFC provides an unparalleled customer service, tailored portfolio management reporting, backup servicing and delinquency collections.

-Oversaw a team of 20 personnel in the Billing and Collections department, ensuring efficient operations and adherence to company policies.

-Conducted comprehensive staff training sessions for new hires and clarified roles and responsibilities, enhanced team productivity.

-Evaluated employee morale and implemented strategies to foster a culture of continuous improvement.

-Communicated daily and weekly departmental objectives via email, ensuring the alignment with company goals.

-Managed employee schedules, monitored performance metrics, and provided personalized coaching to optimize team performance.

-Administered disciplinary actions when necessary and facilitated terminations in accordance with company protocols.

-Conducted annual performance reviews, recognizing achievements and identifying areas for development.

-Managed the printing and dispatch of monthly statements, to ensure the deadline period was not surpassed.

-Assisted customers with navigating payment portals and the company website, troubleshooting login issues, and helped clients register to online accounts and successfully perform online payments.

-Verified accounts, resolved discrepancies and updated customer contact details.

-Generated invoices, discussed financial terms such as interest rates, loan structures, terms, and conditions with customers.

-Handled loan re-amortization, loan assumptions, loan modifications, and credit inquiries.

-Facilitated automatic payments and payment deferments for financial hardships, disaster deferments, bankruptcy accounts

(Chapter 7 & 11), military deployments, and contractor fraud cases.

-Managed loan cancellations and obtained third-party authorizations.

-Handled payoffs for realtors/banking institutions and disclosed maintenance fees for HOAs.

-Managed specific customer cases such as those related to divorce (legal documentation and home titles), death certificates, and followed the legal processes.

-Addressed first payment defaults, customer complaints, and escalated calls in Spanish for the collections department.

-Multi-tasked in between nine contracted companies in the billing department and 25 different resorts including Grand Pacific Resort, Hilton Resorts, Woof Lodge, Palisades, The Westin Carlsbad Resort & Spa, and Sheraton. 2016 - GreatCall Inc Carlsbad, CA — Direct Sales Rep. GreatCall helps aging adults live more independent lives by providing health and safety solutions, easy-to-use mobile products and award-winning customer service to caregivers and their senior family members.

-Managed 600 individual inbound sales calls on a weekly basis, demonstrating exceptional listening skills while effectively addressing customer inquiries and processing product orders.

-Maintained meticulous records of individual orders and conducted timely customer callbacks to ensure order satisfaction and resolve any outstanding issues to insure customer satisfaction.

-Consistently met and exceeded monthly sales quotas, achieving a conversion rate of 40% to 50% per month by strategically recommending products aligned with qualifying rate plans.

-Demonstrated a strong focus on customer needs by maintaining a 98% success rate by disposition calls, effectively recording sales and contributing to overall team success.

-Upheld strict adherence to privacy policies and confidentiality standards when handling sensitive client information over the phone, including bank accounts, debit or credit card numbers, ensuring the highest level of trust and security for customers.

-Exhibited flexibility worked various shifts, opening the office at 5 a.m. for nine months, worked holidays, weekends, and mandatory overtime, showcased dedication and adaptability to meet business needs. 2014 - Sierra Express Oceanside, CA — Location Manager To foster economic growth and financial inclusion by empowering individuals, businesses, and communities worldwide.

-Spearheaded an incentive program and innovative the customer rewards program which increased store sales.

-Oversaw armored truck pick-ups that transported store funds, for safety and quality control.

-Managed balance sheet discrepancies and daily profits.

-Handled storage, product inventory and placed daily supply orders.

-Executed large financial transactions with precision, insured optimal cash inventory levels for daily operational needs.

-Quoted unit exchange rates based on daily international rates.

-Utilized currency-counting machines for efficient payment processing, and cashed checks for clients.

-Identified and mitigated risks associated with money laundering, identifying counterfeit money, identity theft and promptly reporting any criminal activity.

-Managed global money transfer services (Western Union, Ria, MoneyGram, etc.).

-Processed payments for local and international billers.

-Tracked international exports, ensuring accurate packing, shipping, and delivery of goods.

-Demonstrated proficiency in budgeting and financial planning, managed revenue, labor goals, and cost of goods/services. 2011 - NCLR/MAAC Project Non-Profit Carlsbad, CA — Economic Development and Assistant Property Manager Maximizing self-sufficiency with families and individuals through high-quality programs and advocacy in our community.

-Maintained and updated site records, ensuring accuracy and compliance with organizational standards.

-Utilized Efforts to Outcomes (ETO) software for data entry, tracking, and outcome reporting, contributing to successful program audits.

-Actively participated in staff meetings and development training, demonstrating commitment to ongoing professional growth.

-Successfully completed a 900-hour contract for five consecutive years as an AmeriCorps, showcasing dedication and reliability.

-Efficiently processed applications, and collected all required documentation for apartment waiting list.

-Conducted annual recertifications, under the guidelines of fair housing practices for property managers in California.

-Facilitated rent collection by deadline, and managed financial transactions with a high level of accuracy.

-Produced monthly resident newsletters, and communicated important information to tenants such as community events.

-Empowered clients to access essential resources, promoted, coordinated, and implemented over two dozen individual supplemental services and programs tailored to meet the needs of North County residents.

-Obtained IRS Tax Certification for Volunteer Income Tax Assistance (VITA) program, provided tax preparation services to low-income clients, completing 89+ tax returns seasonally using TaxWise software.

-Facilitated the San Diego Broadband Initiative, conducted program screenings, delivered weekly computer courses, and distributed over 400 computers annually to qualifying low-income clients.

-Established and nurtured collaborations with local organizations and service providers including Community Housing Works, Affordable Housing Services Association, the County of San Diego (Medi-Cal, Medicare, CalFresh), and the San Diego Mexican Consulate (SEP).

-Managed an onsite monthly San Diego Food Bank distribution for 300 clients, coordinated volunteers and ensured smooth operations and picked up 10,000 pounds of canned goods in my personal vehicle.

-Assisted clients to secure supplemental government benefits with Cal-Works program during job search, conducted workforce workshops on resume building and interview coaching, and facilitated access to vocational training programs.

-Implemented asset-saving services such as the California Lifeline Education/outreach campaign and conducted monthly financial fitness classes in the community center.

-Conducted an AmeriCorp initiative by providing literacy tutoring to 70+ students in English Language Arts ranging from elementary to high school level, contributing to academic success and skill development. 2010 - Census Bureau Vista, CA — Census Enumerator, Assistant Field Supervisor To serve as the nation’s leading provider of quality data about its people and economy.

-Delivered proficient oral instructions and written communication, with a proven track record to effectively summarize numerical and demographic data.

-Demonstrated leadership capabilities in overseeing a team of 15+ members, where successfully implemented comprehensive staff training, resulting in zero turnover and a highly motivated workforce.

-Provided pivotal operational support for high-volume data intake processes, ensured compliance with census interview protocols both in-person and over the telephone.

-Maintained rigorous adherence to policies, procedures, and regulatory guidelines throughout the entity of the season.

-Exhibited strong organizational skills by efficiently assigning tasks, monitoring progress, and delivered regular updates to senior management, thereby ensuring seamless workflow management.

-Exercised utmost discretion and trustworthiness in handling and analyzing classified data, showcased advanced computer skills in outlook, excel and government website data entry software. References available upon request

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