Bianca Alcantara
Fort Hood,TX
Summary
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
4
4
years of professional experience
Work History
Senior Resolution Coordinator
Walmart
Fort Hood, Texas
03.2023 - 01.2024
- Assist customers efficiently, and in a timely manner, while maintaining professionalism.
- Using fact-finding tools to identify customer complaints and resolutions.
- Prepared detailed findings and reports for the proper departments regarding customer concerns.
- Conducted a thorough review of customer accounts to ensure compliance with company policies.
- Stayed updated on policy changes and updates to procedures.
- Reported directly to a team leader and a team manager.
- Remained calm and professional in difficult customer situations.
Contact Tracer
University of Texas
El Paso, TX
02.2020 - 02.2021
- Coordinated contact tracing efforts with supervisors and case investigators from the Local Health Department.
- Conducted interviews in a professional manner that reflects emotional and cultural awareness.
- Collected and recorded accurate information using Customer Relationship Management (CRM) software.
- Called newly diagnosed patients to trace individuals they had contact with and determine exposure.
- Provided contacts with regulated information on isolation and quarantine procedures.
- Facilitated health checks and tests, as well as referring contacts to available community resources.
- Complied with all Health Department regulations, including those aimed at protecting personal information.
Education
Associate of Sociology -
Austin Community College
Austin, Tx01-2026
Skills
- Strategic and critical thinking
- Time management and organization
- Record keeping and data entry
- Communication and interpersonal skills
- Proficient in Microsoft Office Suite
- Business operations
- Customer relations
- Effective communication
- Customer service
- Problem analysis
- De-escalation techniques
- Conflict resolution
- Situational awareness
- Adaptability and flexibility
- Active listening
Timeline
Senior Resolution Coordinator
Walmart
03.2023 - 01.2024
Contact Tracer
University of Texas
02.2020 - 02.2021
Associate of Sociology -
Austin Community College