Customer Service Supervisor - Bilingual (English/Spanish) - 19+ Years

SANDRA CASTRO

*** *. ******* ****** **** Oxnard CA 93033 C: 805-***-**** **************@******.*** Summary

A highly conscientious Customer Service Supervisor, Bilingual (English/Spanish) with over 19 years of experience in managing a team of customer service representatives to ensure their clients are receiving the best service possible. Results-oriented experience with enhancing customer service across various lines of revenue within the organization. Seeking to take next career steps with a respected company dedicated to delivering world class service and enhancing customer satisfaction. Accomplished in leveraging performance metrics to improve customer interactions and outcomes. Dedicated leader with the ability to lead teams to process and manage large account volumes without compromising service or quality. Core Competencies

Customer Service Interpersonal Communication

Account Management Conflict Resolution

Staff Development Team Building

Dedicated to completing tasks on or before deadlines Time Management Leadership and Management Excellent analytical and problem-solving skills Experience

Customer Service Supervisor 01/2004 to 07/2025

Natren Inc. Westlake Village, California

Direct team of 15 to achieve service initiatives, objectives and maximize customer satisfaction; successfully process 1,000+ orders monthly. Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks. Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service. Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service. Strengthen relationships with key internal staff across shipping, manufacturing, and quality assurance departments to optimize customer service processes and procedures. Review and approve return goods authorizations (RGA) and communicate product issues to production managers and quality assurance teams.

Retail Administrator 01/2019 to 07/2025

Natren Inc. Westlake Village, California

Meeting management to include meeting planning, set up & logistics, taking & distributing meeting minutes. Assist sales managers/ Brokers with preparation for tradeshows and client events. Conduct research and manage special projects as necessary. Assist with travel arrangements including necessary bookkeeping including expense/travel reporting. Provides administrative support to include but not limited to answering phones, maintaining the filing system and databases, data entry & visitor support. Coordination and teamwork with employees in department and external departments. Work closely with Senior Administrative Assistant on all other duties as assigned. Coordinate, maintain, and update account/distribution mailing lists. Compile, generate and distribute daily, weekly, and monthly partner sales figures and designated reports for the department and labels. Use sales reporting tools and internal sales reporting systems to evaluate and report on the effectiveness of sales promotions. Regularly interfaces with internal management and staff to complete tasks. Processes and tracks invoices, establish P.Os. Supports the sales team with writing and maintaining business reviews and sales presentations as well as creating/preparing PowerPoint presentations. Generates, runs, and formats reports/spreadsheets in Excel, compiles data as well as various tracking tools. Accounts Receivable 11/2022 to 07/2025

Natren Inc. Westlake Village, California

Responsible for organizing and maintaining all accounts receivables active files. Assisted in developing an archive system for accounts receivables information. Worked directly with the accounting department to determine how accounts receivables activities would affect the status of customer accounts. Responsible for logging all receivables invoices and keeping an accurate aging report. Worked closely with accounting to monitor customer account activity and alter customer status when necessary. Responsible for working with collections to transition past-due accounts to the proper status. Created and updated financial reports on a frequent basis. Assist in the preparation of journal entries, account analyses, and reconciliations that support month-end closing procedures, ensuring timely and accurate reporting. Maintain accurate records of all transactions affecting responsible areas and provide financial information to all departments in the company as well as outside auditors. Identify customers who are not paying in accordance with stated terms and develop action plans to improve payment trends. Provide support to customers regarding collection issues, refunds, write-offs, adjustments, and credit requests and resolves client discrepancies. Education and Training

Associate of Arts: AA / Business Administration 2019 Oxnard College Oxnard, California

Technology and Training

Proficient Microsoft Dynamics and Microsoft Office. Ability to Type 85WPM. Completed volunteer assigning training through Skill Soft Learning and Development, Conflict Resolution, Customer Service Management, California Management Harassment Prevention, Handling Discipline and Poor Performance, Conflict, Stress and Change Management

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