Customer Service Call Center
Resume:
Alma Bernaza-Gibson
Lake Forest, CA *****
**********@*****.***
Summary
Polished, Professional C/S service rep offering: 40 years of experience providing Customer Service support in a busy call center environment. An unwavering commitment to Customer Service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. Strategic relationship/partnership-building skills listening attentively, solving problems creatively, and using tact and diplomacy to find common ground while achieving win-win outcomes with the customer and the company.
WORK EXPERIENCE
Customer Support Specialist
ProTab Laboratories = 25902 Towne Center Drive, Foothill Ranch, Ca 92610 = March 2022 to present
I have to establish and maintain effective working relationships with customers while delivering superior
service in a manner that promotes customer satisfaction and continued/repeat business,
communicating with customers via phone, in person, and various other communication channels such as text,
emails, etc. regarding purchase orders, order status, general inquiries, and escalated issues.
Promptly, professionally, and thoroughly address customer concerns; notify and engage management when applicable.
Enter customer and order information in the appropriate database.
Generate and submit reports on customer-related information and sales activities as requested.
Monitor the status of all open purchase orders.
Assist in the resolution of delivery, quality, or other related problems with purchase orders.
Operate office machines, such as photocopiers and scanners, facsimile machines, and personal computers.
Attend webinars, meetings, and events.
I have a continually Positive Attitude “WHATEVER IT TAKES” demonstrating poise, tact, and diplomacy.
Call Monitoring Analyst
LoanDepot= 25500 Commercenter Drive Lake Forest, CA 92630= January 2022 to February 2022
Listen to recorded Loan Officer Calls and determine how to help them perform their job better.
Analyze every call to have a complete picture and understanding.
See what the company wants on each call to be done correctly.
Visual representations of data provide key insights to act on.
Manage agent rebuttals to maximize their potential on each call.
The goal is to keep our customers happy while talking to the Lending Loan Officer.
The goal is to help the Lending Loan Office achieve its goal through simple, decisive, and actionable insights.
Customer Lending Representative/Floor Coaching
LoanDepot=25500 commercentre Drive, Lake Forest, CA 92630 = June 2019 to January 2022
I am Listening to Camping live calls of the agents to see if they perform professionally.
Review daily attendance sheet (checked how many are logged in versus called out or are showing as gone home.
Performed Call Monitoring and provided feedback and coaching on Bottom-call performers
Reviewing Extended Answering machine reports
Monitoring availability (lunches, breaks clock in versus clock-outs) while correcting statutes in Interaction Desktop
Review daily activity summary reports for call flow and monitor daily call intake.
Organized emails for Morning, meeting, and evening for Incubation
Servicing customers by potentially saving money on getting refinance, Cash out, or Purchase loans
Helps customers by verifying information submitted by the consumer through an online inquiry.
I have a continually Positive Attitude “WHATEVER IT TAKES” demonstrating poise, tact, and diplomacy.
Program Quality Lead-(ADP)
Vocational Visions 26041 Pala, Mission Viejo, Ca = July 2014 to May 2019
Provides instruction and guidance to program participants to maximize their potential.
I managed the staff in the accurate completion of production records promptly.
Administered as a role model for staff in providing quality programs and care for their participants
Supervised the staff individually and in small groups to properly implement participants’ goals and objectives.
Train new and current staff in program policies and best practice procedures.
Funder Representative/Customer Service Representative
Cash Call.com – 1 City Blvd West, Ste 100 Anaheim, CA, 92868 = February 2013 to June 2014
Check legal funding Documents and correct any information about the files
Accurately and efficiently input data utilizing company software
Managed wiring funds to escrow companies and banking institutions
Did FHA, and VA loans and, balance HUD’s
Processed and prepared loan applications, and analyzed credit reports and title reports.
Orders Demand and pay off a statement from Banks and Creditors
I have a continually Positive Attitude “WHATEVER IT TAKES” demonstrating poise, tact, and diplomacy.
SKILLS
Coaching skills Customer sales experience
Bilingual in Spanish Strong phone skills and strong communication skills
Ten Key, and Data Entry Skills General computer skills, scanning, faxing
Call Monitoring Analysis Computer experience in MS Word, Excel, or equivalent.
Strong skills in MS (Outlook) Extensive follow-up and detailed coordination
References:
Maurice Galloway-Supervisor /***********@******.*** /310-***-****
Saeed Ghasemzadeh-VP Call Centre/ ************@*********.*** /818-***-****
John Monroe -Colleague/*******@*****.***/949-***-****
A’mie McNiel-Supervisor /***********@*****.*** / 469-***-****
Contact this candidate