Brenda Garcia
Waterford,MI
Summary
I am always ready to do more, to learn more and to advance in life. I love trying new things and seeing how far I can go.
Overview
7
7
years of professional experience
Work History
Call Center Agent
Comerica Bank
09.2021 - Current
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Maintained and managed customer files and databases.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
Shift Leader
Rite Aid
12.2020 - 09.2021
- Enhanced team efficiency by streamlining communication and implementing effective collaboration tools.
- Boosted overall productivity by identifying areas for improvement and developing targeted strategies.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Exceeded performance goals through diligent task completion, attention to detail, and consistent follow-through on assignments.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
Shift Leader
Tim Hortons
06.2020 - 12.2020
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Conducted regular evaluations of employee performance, providing constructive feedback for continuous improvement.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
Shift Leader
Taco Cabana
01.2017 - 05.2020
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
- Conducted regular evaluations of employee performance, providing constructive feedback for continuous improvement.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Reviewed financial reports to identify areas of opportunity for cost reduction or increased revenue generation.
Education
High School Diploma -
Pontiac High School
Pontiac, MI06.2013
Skills
- Customer Service
- Answering Questions
- Issue Resolution
- Payment Processing
- Problem-Solving Skills
- Gathering Information
- Account Maintenance
- Language Fluency
- Multitasking
- Script Adherence
- Customer Communications
- Appointment Setting
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Call Center Agent
Comerica Bank
09.2021 - Current
Shift Leader
Rite Aid
12.2020 - 09.2021
Shift Leader
Tim Hortons
06.2020 - 12.2020
Shift Leader
Taco Cabana
01.2017 - 05.2020
High School Diploma -
Pontiac High School