Bianca Barrios
Provo,UT
Summary
Dynamic professional with a proven track record, enhancing customer satisfaction and streamlining service operations. Excelled in complaint resolution and data entry, significantly improving service quality. Skilled in active listening and empathy, adept at fostering positive customer relations and achieving high satisfaction ratings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Doterra Essential Oils
Pleasant Grove, UT
10.2020 - 05.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Updated databases with new and modified customer data.
- Contacted customers about potential service upgrades, new services and account changes.
Teacher's Assistant
Cascade Sotheby's International Realty
Douglas, AZ
09.2018 - 12.2019
- Helped teachers with material generation, lesson plan development, class preparation, scheduling, exam distribution and student mentoring.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Supervised students during lunchtime, field trips, assemblies, and other activities.
- Greeted parents at school events to provide information about curriculum and activities.
- Monitored students in class, hallways, and cafeteria to enforce school rules.
Customer Service Supervisor
C3 Customer Contact Channels
Tucson , AZ
09.2016 - 08.2018
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Created training manuals to resolve simple and complex customer issues.
- Monitored phone calls to provide feedback and coaching.
Customer Service Manager
Teleperformance Mexico
Monterrey , Nuevo Leon Mexico
01.2013 - 01.2017
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Education
High School Diploma -
Southern Arizona Community Academy
Tucson, AZ08-2006
Skills
- Complaint resolution
- Scheduling
- Account updating
- Dispute resolution
- Computer proficiency
- Merchandise upselling
- Customer satisfaction measurement
- Follow-up skills
- Account management
- Data entry
- Active listening
- Customer relations
- Empathy and patience
- Member account management
Certification
- Certificate-Learn2Serve Utah Food Handler Training
- CCL - Preservice Training Module
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Doterra Essential Oils
10.2020 - 05.2023
Teacher's Assistant
Cascade Sotheby's International Realty
09.2018 - 12.2019
Customer Service Supervisor
C3 Customer Contact Channels
09.2016 - 08.2018
Customer Service Manager
Teleperformance Mexico
01.2013 - 01.2017
- Certificate-Learn2Serve Utah Food Handler Training
- CCL - Preservice Training Module
High School Diploma -
Southern Arizona Community Academy
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