Andrea Bocanegra
Killeen,TX
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Customer Care Representative (CCR)
Randstand
10.2022 - 12.2023
- Developed strong customer relationships by providing top-notch customer service
- Managed high call volume with exceptional professionalism and efficiency.
- Participated in customer service training programs
- Maintained customer service database and updated customer records
- Utilized CRM systems to accurately track customer interactions and update account information.
- Handled customer escalations with professionalism and tact
- Answered customer questions and provided accurate information regarding products and services
- Recorded customer service requests and tracked progress
- Collaborated with other departments to ensure customer satisfaction
- Resolved customer complaints in a prompt and courteous manner.
Member Service Representative
MCNA
01.2022 - 10.2022
- Provided guidance to new members on account services and products
- Delivered exceptional customer service and support to members, resolving inquiries and complaints efficiently and effectively
- Educated members on the features and benefits of products and services
- Assisted members with account inquiries, such as account balances, transactions, and interest rates
- Developed customer loyalty programs to increase customer retention
- Maintained accurate records of customer interactions and transactions.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Customer Care Service Representative
Kaiser Permanante
10.2020 - 01.2022
- Provided exceptional customer service with efficient, prompt transactions
- Followed up with customers to ensure satisfactory resolution of inquiries
- Utilized customer service software to manage customer accounts
- Demonstrated empathy and active listening skills, building rapport with customers to foster long-term loyalty.
- Collaborated with cross-functional teams to resolve customer issues.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Enhanced team productivity by providing ongoing training and support to new hires.
Cashier
Cefcostores
08.2012 - 10.2021
- Established and identified prices of goods, services, or admission, tabulating bills using calculators, cash registers, or optical price scanners
- Maintained awareness of surroundings and secured cash to prevent potential losses
- Operated the register, accurately and efficiently delivering an error-free transaction record and balanced drawer at the end of every shift
- Utilized and mastered state-of-the-art point-of-sale system tools, including the cash register, barcode scanner, receipt printer, and debit/credit card reader
- Monitored checkout stations to ensure an adequate availability of cash and that they were staffed appropriately
- Collected payments by accepting cash, checks, or credit transactions from customers, making change as necessary
- Balanced the cash drawer by meticulously counting cash at the beginning and end of every shift
- Participated in training new and existing cashiers, utilizing all available tools to coach, develop, and mentor them regarding proper policies and procedures
- Identified opportunities to upsell products and services
- Stocked, tagged and displayed merchandise as required.
- Participated in staff meetings and store training
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Utilized effective communication to resolve customer issues.
Education
High School Diploma -
Ellison High School
Killeen, TX06.2008
Skills
- Attention to Detail
- Active Listening
- Empathy
- Quality Assurance
- Computer Literacy
- Follow-Up Skills
- Conflict Resolution
- Time Management
- Appointment Scheduling
- Documentation And Reporting
- Calm and Professional Under Pressure
- Knowledge of CRM
- Multi-tasking
- Professionalism
- Telephone Etiquette
- Data Entry
- Flexibility
- Inbound Customer Service
- Call center experience
Timeline
Customer Care Representative (CCR)
Randstand
10.2022 - 12.2023
Member Service Representative
MCNA
01.2022 - 10.2022
Customer Care Service Representative
Kaiser Permanante
10.2020 - 01.2022
Cashier
Cefcostores
08.2012 - 10.2021
High School Diploma -
Ellison High School