Customer Service Specialist
Resume:
Christina Esters
Experienced Customer Service Specialist dedicated to providing exceptional support and satisfaction
Irving, TX 75063
*****************.**@*****.***
Professional Summary
Seeking a position with a reputable organization in which my experience can be a positive influence on the growth of the company. Ability to cope with job related stress including but not limited to deadlines, customer satisfaction, supervisory, staff interaction, and multi-tasking in high work volumes. Authorized to work in the US for any employer
Work Experience
Allied Universal Security Officer
Bank of America High Rise Building-Dallas, TX
February 2024 to Present
• Conduct regular patrols of the premises to detect suspicious activity or security breaches.
• Monitor security cameras and alarm systems to ensure safety.
• Manage entry and exit points, verifying employee and visitor. credentials Issue security badges and maintain access logs.
• Respond promptly to security incidents, emergencies, and alarms.
• Document incidents accurately and report to management or law enforcement when necessary.
• Identify potential security threats and vulnerabilities.
• Implement measures to prevent theft, vandalism, or other criminal activities. Workforce Management Analyst
Wells Fargo-Irving, TX
July 2022 to March 2024
• Forecasting and Planning: Analyzing historical data and trends to forecast future staffing needs based on call volumes, sales projections, or other relevant metrics.
• Scheduling: Creating and managing employee schedules to ensure adequate coverage during peak times while minimizing overstaffing during slower periods.
• Real-time Monitoring: Monitoring real-time data on call volumes, employee productivity, and other key performance indicators to make immediate adjustments to staffing levels as needed.
• Performance Analysis: Analyzing workforce performance data to identify trends, areas for improvement, and opportunities to optimize workforce efficiency.
• Reporting: Generating reports on workforce metrics such as call volume, average handling time, schedule adherence, and other key performance indicators to track performance and support decision- making.
• Workforce Optimization: Identifying opportunities to improve workforce efficiency through process improvements, training initiatives, or technology enhancements.
• Compliance: Ensuring that workforce management practices comply with relevant regulations, labor laws, and company policies.
• Collaboration: Working closely with various departments such as HR, operations, and IT to ensure alignment between workforce management strategies and overall business objectives.
• Training and Development: Providing training and guidance to frontline managers and supervisors on best practices for workforce management and utilization.
• Technology Utilization: Leveraging workforce management software and tools to automate scheduling, forecasting, and reporting processes for greater efficiency and accuracy. Case Manager
CCS Medical-Remote
November 2019 to July 2022
• Handling customer inquiries: I was responsible for addressing customer questions, concerns, and complaints via various communication channels such as phone, email, or live chat.
• Providing product or service information: I had to have a thorough understanding of the company's products and services to effectively answer customer queries and provide information about features, pricing, availability, etc.
• Processing orders and returns: I often assisted customers with placing orders, processing returns or exchanges, and resolving any issues related to billing or shipping.
• Resolving customer issues: I worked to resolve customer complaints and issues in a timely and satisfactory manner, aiming to ensure customer satisfaction and loyalty.
• Maintaining customer records: I was responsible for updating and maintaining customer information in the company's databases or CRM systems to track interactions and ensure accurate and up-to-date records.
• Escalating complex issues: customer's concern that cannot be resolved at the CSR level, I would escalate the issue to a supervisor or another department for further assistance.
• Providing feedback: I would often provide valuable feedback to management about common customer issues, suggestions for improvement, and trends they observe in customer interactions.
• Following company policies: I needed to adhere to company policies and procedures, including privacy guidelines, service level agreements, and quality standards.
• Maintaining a positive attitude: I always strive to provide excellent customer service by remaining professional, courteous, and empathetic in all interactions with customers. Security Officer
Securitas USA-Dallas, TX
June 2016 to May 2019
• Conduct regular patrols of the premises to detect suspicious activity or security breaches.
• Monitor security cameras and alarm systems to ensure safety.
• Oversee the security of company property, equipment, and sensitive information.
• Manage security-related equipment and maintain inventory.
• Maintain detailed logs of daily activities, incidents, and security breaches.
• Prepare reports for management review and audits.
• Provide assistance and directions to visitors and employees.
• Maintain a visible security presence to promote a safe environment.
• Respond promptly to security incidents, emergencies, and alarms.
• Document incidents accurately and report to management or law enforcement when necessary. Education
Associate of Arts in Basic Study
El Centro College-Dallas, TX
August 2014 to Present
HIGH SCHOOL DIPLOMA
Franklin D Roosevelt High School-Dallas, TX
August 2001 to August 2005
Skills
• CUSTOMER SERVICE (9 years)
• Security
• Microsoft Excel (10+ years)
• Data Entry
• Customer service
• Microsoft Word (10+ years)
• Surveillance
• Workforce Management
• English
Certifications and Licenses
Guard Card
Driver's License
CompTIA A+
MCP
CompTIA Network+
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