Overview
Work History
Education
Timeline
CustomerServiceRepresentative

Bianca Maestas-Rogan

Colorado Springs,CO

Overview

20
20
years of professional experience

Work History

Office Manager

Lighthouse Flooring
04.2022 - 01.2024
  • Managed approximately 15 employees while taking incoming calls, emails and faxes everyday from customers.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
  • Controlled finances to lower costs and keep business operating within budget.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Optimized office budget by renegotiating vendor contracts.
  • Fostered team collaboration by initiating regular team meetings.

Customer Service Representative Lead

Charter Communications
08.2009 - 03.2022
  • Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
  • Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
  • Acted as a point of escalation for complex customer issues, demonstrating expert problem-solving skills and de-escalation techniques
  • Conducted performance evaluations and provided feedback to team members to drive continuous improvement and professional development within the team
  • Collaborated with cross-functional teams to address customer feedback and implement solutions to enhance the overall customer experience.

Partner Representative

Deluxe Corporation
12.2006 - 09.2009
  • Developed and maintained relationships with key partner accounts to drive revenue growth and exceed sales targets
  • Acted as a primary point of contact for partners, addressing inquiries, resolving issues, and providing excellent customer service
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Managed partner onboarding and training processes to ensure partners were equipped with the necessary tools and resources for success.
  • Leveraged technological tools for efficient case management, organization, and enhanced client communication.

Education

Bachelor of Science - Technical Management

DeVry University
Colorado Springs
12.2016

Timeline

Office Manager

Lighthouse Flooring
04.2022 - 01.2024

Customer Service Representative Lead

Charter Communications
08.2009 - 03.2022

Partner Representative

Deluxe Corporation
12.2006 - 09.2009

Bachelor of Science - Technical Management

DeVry University

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Bianca Maestas-Rogan