Senior Customer Care Specialist

Cheryl Garcia

Davenport, FL ***** 407-***-**** ****************@*******.*** linkdedin.com/in/cherylanngarcia

SENIOR CUSTOMER CARE SPECIALIST

Passionate professional driven to deliver the best customer service experience to my clients. Seeking growth opportunities with a company looking to benefit from my expertise.

Profile

Works effectively and collaboratively across the organization to innovate processes by leveraging strategic planning, budgetary responsibility, and personnel management expertise.

Change leader accomplished in building operations from the ground up, leading with influence and respect, and applying critical thinking, business acumen, and training to optimize impact.

Expertise in transforming retail procedures through the utilization of lean techniques, driving a culture of change and implementation, coupled with communication of clear and sustainable goals that deliver year-over-year improvements in operating results and team performance.

Expertise

Staffworks

Workbench

Cashier

Empower Timekeeping and Scheduling

PMS Management Software

Max Payroll

Microsoft Office Suite

CS Pro

Genesys Cloud

HRX Assist

Microsoft Teams

Professional Experience

ALIGHT SOLUTIONS

Senior Customer Care Specialist Orlando,FL April 2021- Present

Accepted role to assist company with providing first class service to each client’s benefit centers.

Implemented best practices to prevent repeat callers and make sure clients were receiving the most accurate information.

Responsible for answering and securing calls per Alight’s guidelines.

Assist clients with questions about 401K, Pension and Health Benefits.

Process withdrawal requests and inform client of tax and penalty consequences

Process enrollment into benefits for 401k and Health benefits.

Assist clients with the retirement process

Assist clients with reporting the passing of the customer or dependents

Assist peers with questions about processes for retirement benefits

Ensure that all metrics are at or above company set goals

Follow up with clients who face issues with their benefits

MARRIOTT VACATIONS WORLDWIDE

Spa Concierge Orlando, FL June 2017 – November 2020

Appointed to help drive retail sales and enhance the guest’s spa experience by providing exceptional guest service thus increasing sales by 10%. Implemented new process for communicating pre-arrival promotions to guests.

Responsible for greeting all guests. Scheduling appointments and answering questions about provided services.

Checkout guests after services are completed.

Clean and restock the locker rooms.

Provide guest with intake forms to be completed prior to their service and file according to company’s privacy standards.

Maintain a clean and safe environment for our guests and employees.

Responsible for tracking retail sales for the Kerstin Florian and Farmhouse Fresh incentive programs.

Retail inventory completed monthly.

Monitor professional products and communicate needs to management.

Maintain sales and gratuity tracker for proper pay out to therapist and technicians.

Communicate with guests about pre-arrival promotions and services.

BIGLOTS

Store Team Leader Orlando, FL June 2011 – June 2017

Accepted the role to increase retail sales and help mitigate company losses by ensuring inventory data was correctly accounted for. Implemented best practices and preventative measures to maintain profitability. Scope of duties stretched across various functions including, sustaining healthy store operations by maintaining safe work environment within company guidelines.

Plans, leads, directs, and employs all operational and financial resources to achieve established goals.

Utilize company reports and tools to assess efficiency, analyze trends, and identify opportunities for improvement in store performance.

Leads all store processes in accordance with company standards, including freight flow, merchandise presentation, reconciliation of all sales, cash and inventory transactions, and customer service.

Responsible for the scheduling and payroll processing in the store on a daily and weekly basis.

Drive staffing efforts in the store, including interviewing, selection, hiring, training, and performance evaluations of all associates in collaboration with the other members of the store’s leadership team.

Approve and administers appropriate disciplinary action to associates, including recommendations for termination, in partnership with the other operational and support resources in accordance with company guidelines.

Directs the preparation for merchandising initiatives and ensures reconciliation of all inventory transactions.

Serve as primary Manager on Duty including opening and closing the store. When serving in this role, provides leadership and direction to floor associates and ensures that store, merchandising, and customer service standards are continuously met, including merchandise presentation, signage, recovery, and cleanliness. Drives the customer experience and ensures resolution of customer issues.

Promote our Company’s rewards card.

Conduct Data Entry for all vendor invoices and credits within company guidelines.

Utilize store ordering system to order supplies.

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