Customer Service Call Center
Resume:
Claudia Regueira
AdministraƟve Management
San Juan, Texas, 78589
*.**********@*****.***
Gender: Female
Status: Married
Criminal Status: None
Work Experience
Assist Team Lead/ Call Center Trainer
HORNE LLC- Bartow Florida
Sept 2021 – August 2024
Monitored, challenged and worked to moƟvate my team members to offer excepƟonal customer service. Below are some of my responsibiliƟes:
Trained qualified candidates to solve customer needs
MoƟvaƟng and guiding team members on navigaƟng difficult customer calls
Preparing and evaluaƟng reports to increase customer saƟsfacƟon
IdenƟfying and solving call center problems of efficiency or customer saƟsfacƟon
CommunicaƟng with dissaƟsfied customers and finding a saƟsfactory soluƟon
OpƟmizing processes to achieve greater efficiency in the call center
Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
Creating training materials and resources.
Monitoring call center performance and identifying areas where training is needed.
Providing feedback to employees and management.
Assessing the effectiveness of training programs.
Responsible for providing front-line, first level customer service with the goal of meeting program objectives and customer service level agreements, to actively listen to, troubleshoot and resolve customer problems and concerns.
Responsible for identifying and escalating customer issues to the appropriate department. · Responding to numerous phone inquiries· Using standard technology: telephones, e-mail, and web browsers·
Completing daily electronic call logs· Adhering to privacy rules· Connecting callers with leadership / upper management as needed· Maintaining up-to-date knowledge of regulations and policies as they apply to the Governmental programs the company services. ·
Report problems through the company’s online system· Responding to telephone inquiries within set time parameters.
Customer Service Rep (Temp Hire)
TTEC – Bank of America - Edinburg, TX
February 2021 to August 2021
Responsible for providing front-line, first level customer service with the goal of meeƟng program objecƟves and customer service level agreements, to acƟvely listen to, troubleshoot and resolve customer problems and concerns.
Responsible for idenƟfying and escalaƟng customer issues to the appropriate bank department.· Responding to numerous phone inquiries· Using standard technology: telephones, e-mail, and web browsers·
CompleƟng daily electronic call logs· Adhering to privacy rules· ConnecƟng callers with leadership / upper management as needed· Maintaining up-to-date knowledge of regulaƟons and policies as they apply to the banking programs the company services.·
Report problems through the company’s online system· Responding to telephone inquiries within set Ɵme parameters.
Project Clerk (Temp Hire)
Maximus – Texas Human Health Services - Edinburg, TX June 2020 to October 2020
ResponsibiliƟes: Responsible for providing front-line, first level customer service with the goal of meeƟng program objecƟves and customer service level agreements. EssenƟal DuƟes and ResponsibiliƟes:
Handle customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries. Customer service is the primary funcƟon. ResponsibiliƟes:
Responding to numerous phone inquiries· Using standard technology: telephones, e-mail, and web browsers·
AssisƟng callers in finishing online applicaƟons· CompleƟng daily electronic call logs· Filling out / compleƟng Ɵmesheets·
Adhering to privacy rules· ConnecƟng callers with leadership / upper management as needed· Maintaining up-to-date knowledge of regulaƟons and policies as they apply to the healthcare programs the company services.
Report problems through the company’s online system·
Responding to telephone inquiries within set Ɵme parameters· CompleƟng all assigned training, as mandated by management.
Office Manager / Client RepresentaƟve
Petro Offshore Environmental & Safety Systems - Edinburg, TX May 2011 to April 2020
ResponsibiliƟes: As the Office and Client Rep Manager, I was responsible for the day-to-day operaƟons and engaging with key Customers by building and preserving a trusƟng relaƟonship. Also tasked with idenƟfying customer growth opportuniƟes and building a posiƟve relaƟonship with current/new clients. Other DuƟes·
Building and maintaining profitable relaƟonships with key customers. ·
Overseeing the relaƟonship with customers handled by our team, · Resolving customer complaints quickly and efficiently. ·
Keeping customers updated on the latest products to increase sales / revenue. ·
MeeƟng with manager in the organizaƟon to plan strategically. · Expanding the customer base by upselling and cross-selling.·
Understanding key customer individual needs and addressing these. · ConducƟng business reviews using CRM programs.
Procurement / Payroll Clerk
Elgin Brown & Hamer PYT LTD - Namibia.
January 2000 to February 2011
ResponsibiliƟes Included. InvesƟgaƟons and calculaƟon of wages, operaƟng costs, materials, overhead, and other business costs to assist in maximizing the company's profit. CalculaƟng individual costs such as labor, Ɵme costs, materials, and relaƟonships between sales and revenue; assists with budgeƟng and pricing; esƟmaƟng future costs and analyses success of past esƟmates; examining Ɵme and record sheets; along with preparing reports and spreadsheets based on data obtained. DuƟes:
Supervise department of 8 personnel, calculaƟng individual costs such as labor, Ɵme costs, materials, and relaƟonships between sales and revenue.
assisted with budgeƟng and pricing; esƟmates future costs and analyses success of past esƟmates; examines Ɵme and record sheets; and prepare reports and spreadsheets based on data obtained.
Assistant TaxaƟon Officer
Namibia Ministry of Finance
March 1995 to January 2000
ResponsibiliƟes: Under general direcƟon, assists the department head, an elected official, in the overall management of the Ministry of Finance department; assumes responsibility in the absence of the Treasurer/Tax Collector/Public Administrator; performs related duƟes as required. DuƟes:
Under direcƟon of the Treasurer/Tax Collector/Public Administrator, plans, organizes and directs, through subordinate supervisors, financial operaƟons and administraƟon of the tax collector, reƟrement, public guardian and public administrator divisions including accounƟng, tax collecƟons, banking, financial investments, and administraƟon of decedent estates and trusts;
Plans for staffing needs and hires, supervises, trains and evaluates departmental personnel. Coordinates and supervises depository acƟviƟes with service banks.
Provides technical staff assistance, performs essenƟal duƟes of subordinate supervisory staff in their absence. Vehicle license issuing for the period of EDUCATION
Associates – AdministraƟve Management
Windhoek University - Windhoek Namibia
January 1995 to December 1997
HS Diploma
1994 = De Duine High, Narraville Namibia,
Skills
I have the skills required to be an Office Manager / Supervisor to include strong computer skills, the ability to work under pressure and meet deadlines, and proficiency in math and mathemaƟcal technology. Strong leadership, management, and organizaƟonal skills, as well as understanding of community-based programs. The ability to integrate and harmonize diversified funcƟons between office personnel and staff. EffecƟve managerial skills. Understanding, influencing, and serving others are important aƩributes. The ability to select, develop and moƟvate people and create a posiƟve work environment. The ability to resolve problems quickly and effecƟvely and determining appropriate courses of acƟon, which are then reported to upper Management. I display a high degree of emoƟonal maturity while keeping difficult situaƟons in proper prospecƟve along with flexible well developed interpersonal skills and excel in personal interacƟons with the staff and personnel at all levels of the organizaƟon. The skills I have acquired are essenƟal to businesses and industries in every sector. The leadership, organizaƟon, and strategic planning experience I have gained provided me with invaluable experience for both marine and civilian careers. Training in this field has prepared me for management posiƟons in shipping firms, Oil & Gas along with any number of other private sector posiƟons. AdministraƟve Manager / Supervisor dedicated to implemenƟng administraƟve systems, procedures, and policies that increase the effecƟveness of administraƟve projects. Quick, moƟvated learner experience with administraƟve duƟes, such as supervising other employees and delegaƟng tasks. Self- Starter, Unflappability, Goal Oriented, Adaptability, MicrosoŌ Office, AccounƟng. Payroll, CommunicaƟons skills, Correspondence, Leadership Integrity, Mentor Coaching, Time Management, Teamwork. CreaƟvity, Highly Organized, Client RelaƟons, MS Word, MS Excel, PowerPoint, Procurement, Bookkeeping,
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