Brenda Ceballos-Waldron
Phelan,CA
Summary
Skilled Contact Center Representative with a background in customer service and technical support. Strengths include problem-solving abilities, exceptional communication skills, and knowledge of call center software applications. Previous roles involved improving customer satisfaction ratings, enhancing client relationships, and contributing to team success. Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
Senior Contact Center Representative Chat Support
Flagstar
03.2021 - Current
- Serviced all customer queues, specializing in the following types: tax, escrow, and payoff.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Escalate issues to management and/or second levels appropriately.
- Document case details in a thorough, accurate manner.
- Capture complaints and Voice of the Customer feedback.
- Meet and exceed customer satisfaction expectations.
- Exceed on the annual review.
- Meets compliance, Quality Assurance.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Educated customers on features and benefits of products or services.
- Processed incoming payments from borrowers according to established procedures.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Bilingual (Spanish) Contact Center Representative
Flagstar
06.2020 - 03.2021
- Handle all Banking call types, such as account balance inquiries, debit card support and Online Banking upon completion of additional call type training
- Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers
- Perform and explain interest and product-related calculations
- Escalate issues to management and/or second levels appropriately
- Document case details in a thorough, accurate manner
- Capture complaint and Voice of the Customer feedback
- Document customer account maintenance requests for management and second level department review
- Meet and exceed customer satisfaction expectations
Teller
Flagstar
02.2018 - 06.2020
- Process Transactions/Customer Service
- Greet customers and ask questions to determine their needs
- Process financial transactions (cash and non-cash bank transactions, balance inquiries, cashier's checks, money orders, cash advances with credit cards, etc.) in an accurate and efficient manner in accordance with operational and regulatory guidelines
- Assist with customer questions and/or issues relating to their accounts
- Maintain operational standards including balancing cash drawers at the end of each shift, processing CTR reports and transactions, and opening and closing procedures of the branch
Department Manager (Deli Bakery)
Wal-Mart Neighborhood Market
04.2016 - 01.2017
- Implement daily Be A Merchant (BAM) screen routines (price changes, reviews, and markdown/markups)
- Immediate and daily supervisor for 5-10 associates
- Manage and control product inventory to maximize product acquisition and increase department sales
- Ensure health department food safety standards and codes are met and exceeded
Assistant Manager
Wal-Mart Neighborhood Market
Rialto, CA
12.2015 - 04.2016
- Supervise and train 100-plus hourly associates in customer relations and techniques
- Conduct yearly associate performance reviews for 100-plus associates
- Resolve associate concerns and/or customer complaints
- Responsible for sale increases across all departments
- Ensure compliance with company policies and procedures
- Participate in community outreach programs conducive to strong community partnership
Personnel Coordinator/ Support Manager
Wal-Mart Neighborhood Market
Jurupa Valley, CA
09.2015 - 12.2015
- Oversee training, health care benefits, payroll, and pay time off requests for 100-plus employees
- Assist in recruitment and training of new hires: schedule interviews, physical and background clearances, and job placements
- Maintenance of personnel records in accordance with company policies and procedures and OSHA guidelines
- Organize company events emphasizing safety protocols, associate recognitions, and employee camaraderie
Education
Bachelor of Liberal Arts - The College of Arts and Letters Minor in Sociology
California State University, San Bernardino
12-2012
High school or equivalent -
Serrano High School
05-2007
Skills
- Communication skills
- Relationship-building skills
- Customer service
- Monetary exchange procedures
- Case documentation
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Leadership
- Teamwork
- Organizational skills
- Multi-tasking
- Attention to detail
- Typing speed: 45 wpm
Languages
Spanish
Native/ Bilingual
Timeline
Senior Contact Center Representative Chat Support
Flagstar
03.2021 - Current
Bilingual (Spanish) Contact Center Representative
Flagstar
06.2020 - 03.2021
Teller
Flagstar
02.2018 - 06.2020
Department Manager (Deli Bakery)
Wal-Mart Neighborhood Market
04.2016 - 01.2017
Assistant Manager
Wal-Mart Neighborhood Market
12.2015 - 04.2016
Personnel Coordinator/ Support Manager
Wal-Mart Neighborhood Market
09.2015 - 12.2015
Bachelor of Liberal Arts - The College of Arts and Letters Minor in Sociology
California State University, San Bernardino
High school or equivalent -
Serrano High School
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