Bianca Martinez-Galicia
Sanger,California
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Federal Tax industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Internal Revenue Service - Treasury Department
02.2006 - 11.2018
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Answered constant flow of customer calls with minimal wait times.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
Cashier Team Lead
Johnny Quik Food Stores
06.2003 - 03.2006
- Used POS system to enter orders, process payments and issue receipts.
- Monitored areas for security issues and safety hazards.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Facilitated and logged store opening, closing, and shift changes.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Prepared daily sales reports for management review, highlighting key insights to drive future improvements in store performance.
Education
Bachelor of Arts - Liberal Arts And General Studies
California State University - Fresno
Fresno, CA05.2022
Skills
- System implementation
- Route Management
- Work Prioritization
- Call center experience
- Employee Coaching
- Needs Assessment
- Special Education
- Small Group Instruction
- Educational Strategies
- Behavior Modification
- Positive Learning Environment
- Parent Communication
- Classroom Management
- Autism and Spectrum Disorders
- In-Depth Knowledge of Autism
- AAC Devices
- Behavior Intervention Plans
- Classroom Practices
- Individualized Education Plans
- Common Core Learning Standards
- SEIS
Affiliations
- Phi Kappa Phi
Certification
- California dual teaching credential
Timeline
Customer Service Representative
Internal Revenue Service - Treasury Department
02.2006 - 11.2018
Cashier Team Lead
Johnny Quik Food Stores
06.2003 - 03.2006
Bachelor of Arts - Liberal Arts And General Studies
California State University - Fresno
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