Alma Carrasco

Monitored and provided assistance to a team of 45+ agents as a dedicated team lead, ensuring smooth operations and addressing any challenges promptly. Maintained a strong working knowledge of program eligibility guidelines and benefits. Served as first point of contact for call center agent support including technical assistance, support with de-escalating calls, and troubleshooting; handled escalated calls as needed. Identified appropriate call center quality benchmarks based on contractual obligations and industry standards by monitoring call interactions. Prepared, collected, analyzed, and escalated 200+ solicitations. Established, monitored, and evaluated 45+ agents performance and development targets and team engagement. Provided day-to-day support and worked with staff to ensure a high performance, customer service-oriented work environment that supports contractual obligations and the organization's mission, objectives, and values. Planned and administered functions associated with compliance monitoring and program evaluation with a heightened focus on customer satisfaction and service quality. Increased efficiency and team productivity by promoting operational best practices. Devised strategies to optimize representative performance. Ensured adherence to policies and procedures. Monitored performance metrics such as call abandonment. Reported issues and discrepancies to management. Mentored team members through quality assurance reports. Conducted weekly team meetings.

Handled inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner. Determined eligibility by comparing client information against established requirements. Performed research using available resources and routes calls appropriately. Multitasked and remained calm under pressure, especially during peak hours or difficult calls; de-escalated situations as needed. Escalated priority issues, conducted thorough follow-ups on complex matters and provided detailed reports to management. Completed call notes and call reports as necessary and updated them in the CRM. Collected and evaluated all relevant data to handle complaints and inquiries. Recorded details of comments, inquiries, complaints, and actions taken. Identified, recorded, and notified the management team of emerging trends in customer calls. Managed administration, communicating and coordinating with internal departments. Maintained quality results by adhering to Attendance, Performance and Call Quality standards; and followed strict confidentiality standards. Emulated and participated in a culture of shared leadership and promotes organizational values. Utilized excellent communication skills in both English and a second language to provide customer support and assistance to a diverse clientele. Handled inbound and outbound calls in a timely and efficient manner, resolving customer inquiries and issues effectively. Collaborated with team members to ensure consistent service.

Answered incoming calls promptly and professionally to assist callers with scheduling appointments for COVID-19 vaccinations within Los Angeles County. Provided accurate and up-to-date information to callers regarding vaccination eligibility criteria and scheduling availability. Utilized scheduling software or tools to input, modify, and confirm vaccination appointments for callers. Maintained a positive and empathetic attitude when speaking with callers, acknowledging their concerns and providing reassurance as needed. Verified caller information, such as name, date of birth, and contact details, to ensure accuracy in scheduling appointments. Followed established protocols and guidelines for scheduling appointments to ensure consistency and efficiency in the process. Coordinated with vaccination sites and healthcare providers to confirm appointments and ensure smooth operation of the scheduling system. Communicated effectively with callers who may have questions or concerns about the vaccination process, addressing their inquiries with clarity and professionalism. Kept detailed records of appointment scheduling activities, including dates, times, and caller information, for future reference and tracking purposes. Adhered to strict confidentiality guidelines when handling caller information to protect their privacy and comply with data protection regulations. Demonstrated time management and organizational skills to handle a high volume of calls and appointments effectively.

Provided troubleshooting and support for a wide range of Apple hardware and software issues, including battery and screen replacements, MacOS and iOS updates, and application store downloads. Assisted clients with setting up and managing their Apple ID and iCloud accounts. Communicated effectively with non-English speaking clients, demonstrating fluency in multiple languages. Resolved technical issues promptly and efficiently, ensuring client satisfaction. Stayed up-to-date on the latest Apple products and services to provide accurate and relevant support. Documented all client interactions and resolutions in a detailed and organized manner. Collaborated with team members to share best practices and improve overall customer support experience.
Demonstrated patience and empathy when assisting clients with technical difficulties. Identified and escalated complex technical issues to specialist teams for further investigation and resolution. Conducted follow-up with clients to ensure their technical issues were fully resolved. Provided guidance and recommendations to clients on the best course of action for their specific technical needs. Utilized remote desktop tools to troubleshoot and resolve technical issues with clients' devices. Responded to over 30 calls per day from international clients seeking technical assistance for Apple products and services. Demonstrated strong problem-solving abilities to address unique and complex technical challenges.