ANNMARIE TERRACINO
Glendale,AZ
Summary
Energetic and engaging individual pursuing a position within your company. I am a reliable, friendly and efficient Team Member with 13 years of experience in a customer service environment. I am dedicated to improve service satisfaction and contribute to overall company success. A detailed-oriented seasoned Team Leader with over four years in accomplished supervisory roles. Focused and skilled at employee oversight, and mentoring with history of maximizing productivity. Able to adept at learning and mastering new concepts and skills to assure and maintain efficiency for any task without supervision. Appreciates and practices excellent work ethic with skills for issue resolution and interpersonal communication. Proven history of punctuality, reliability and highly communicative.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Ping
Phoenix, AZ
10.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Improved product knowledge on a continuous basis to provide optimal service.
- Executed test plans, scenarios and scripts to ensure CRM, EQ and M3 to ensure software quality.
- Performed manual testing for functionality, usability, compatibility and performance in EQ, M3 and CRM
Service Advocate
Farmers Insurance
23841 N Black Cyn Hwy Phoenix, AZ 85085 (Remote)
10.2019 - 09.2023
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Greeted each customer and solved all issues and complaints via through email, phone or chat.
- Performed follow-up services for dissatisfied customers.
- Coordinate, organize and facilitate meetings.
- Provide training to new or existing coworkers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Detention Officer
Maricopa County Sheriff's Office
01.2019 - 10.2019
- Followed daily routine schedule and took head counts of all inmates in assigned cell block
- Performed searches of people, vehicles, mail items and dormitories
- Exercised surveillance and control over 130 inmates
- Supervised adult offenders to monitor compliance with court ordered conditions
- Reported unusual conditions and questionable items to supervisor for corrective action
- Maintained order, responded to emergencies and enforced federal and local laws
- Immediately reported fires, accidents and other safety hazards
- Patrolled premises regularly to maintain safety of employees and visitors
- Enforced all building rules and regulations in government facilities
- Detained individuals when necessary to prevent security breaches
Food Service Worker
Maricopa County Sheriffs Office
11.2016 - 01.2019
- Utilized approved food recipes and production standards to ensure proper quality, serving temperatures and standard portion control
- Cleaned work areas, equipment and utensils
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures
- Verified proper operation of refrigerators, freezers and warming lamps by collecting temperature readings each hour
- Removed trash and dropped food items regularly to keep workspaces neat and clean
- Cross-trained in Diets and all positions to support team and help meet all needs
- Maintained order and cleanliness of work areas in conformance with health codes
- Verified compliance with all sanitation and safety requirements
- Ensured compliance with company service standards, including inventory
- Kept work areas, utensils and pans cleaned and sanitized
- Maintained work areas by cleaning surfaces, equipment and floors, removing trash and providing machinery upkeep
- Protected food from spoilage by storing according to safety procedures
- Upheld food safety standards at all times
Team Leader
Harkins Theatres
04.2008 - 11.2016
- Kept work areas clean, neat and free of safety hazards to maximize efficiency
- Enforced adherence to company policies, answered coworkers' questions and trained new personnel
- Assessed, motivated and empowered team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service
- Integrated process improvements to increase overall workflow
- Delegated daily tasks to team members to optimize team productivity
- Developed open and professional relationships with team members, enabling more effective issue resolution
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries
Education
High School Diploma -
Boulder Creek High School
Anthem, AZ05.2009
Skills
- Team supervision
- Issue resolution
- Strong communication skills
- Experience with CRM
- Staff training and development
- Skilled in multiline communication on phones and chat
- Effective team player
- Time management
- Excellent multitasker
- Detail-oriented
- Proficient in Microsoft Word, Excel, and PowerPoint
- Knowledge of EQ and M3
Timeline
Customer Service Representative
Ping
10.2023 - Current
Service Advocate
Farmers Insurance
10.2019 - 09.2023
Detention Officer
Maricopa County Sheriff's Office
01.2019 - 10.2019
Food Service Worker
Maricopa County Sheriffs Office
11.2016 - 01.2019
Team Leader
Harkins Theatres
04.2008 - 11.2016
High School Diploma -
Boulder Creek High School
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