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 Springs12.2016
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