Gina Schembari
El Cerrito,CA
Summary
Enthusiastic about working in a fast-paced, environment. Hardworking, knowledgeable and quick thinking. Uses persuasive communication to overcome objectives and leave the caller feeling content. High-energy professional, often assisting in training and mentoring new professionals to the team. Over 4 years of experience in a call center field. Approaching 20 years of customer service background. Possessing skills in developing rapport with each customer. I will bring to the team excellent oral and written communication, active listening and analytical problem-solving skills.
Overview
10
10
years of professional experience
Work History
Teleservice Representative
Kaiser Permanente
04.2019 - Current
- Answered inbound calls for a high volume call center, took messages, and transferred calls to correct individuals
- Responded to patient inquiries regarding their healthcare and offered advice to patients, paying attention to special needs or wants.
- Asked pertinent questions to understand patient needs and requirements..
- Resolved customer problems and complaints.
- Maintained confidentiality of information regarding clients and company.
- Confirmed appointments, communicated with clients, and updated client records.
Guest Service Agent
Handlery Union Square Hotel
10.2013 - 04.2019
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Responded to telephone calls and email inquiries with efficiency and professionalism.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Education
Associate of Arts - Administration of Justice
City College of San Francisco
San Francisco, CA12.2019
Skills
- Customer Service
- Call Center Operations
- Professional Telephone Demeanor
- Calm and Professional Under Pressure
- Quality Assurance Controls
- Computer Proficiency
- Money Handling Abilities
- 10 Key
- Invoice Preparation and Processing
- Policy and Procedure Adherence
- Critical Thinking
Accomplishments
- Earned highest grade of 100% for graded calls for almost every month
- Awarded perfect attendance for multiple months throughout the year
- Named employee of the month twice
Timeline
Teleservice Representative
Kaiser Permanente
04.2019 - Current
Guest Service Agent
Handlery Union Square Hotel
10.2013 - 04.2019
Associate of Arts - Administration of Justice
City College of San Francisco
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