Brenda Garcia
Yuma,AZ
Summary
Professional with strong focus on delivering accurate and timely case reviews. Extensive experience in detailed documentation and compliance verification. Highly dependable with keen ability to adapt to changing requirements and collaborate effectively with team members, ensuring optimal outcomes.
Overview
12
12
years of professional experience
Work History
Leave of Absence Coordinator
Sedgwick
11.2022 - Current
- Maintained up-to-date knowledge on changes to state and federal leave regulations, proactively updating company policies in response to shifting legal requirements.
- Minimized instances of unscheduled absences by offering guidance and resources to employees seeking alternative solutions prior to requesting formal leaves of absence.
- Developed training materials related to company policies surrounding leaves of absence, ensuring employees and managers were well-informed of their rights and responsibilities.
- Facilitated smooth integration back into the workplace by providing regular updates on expected return dates for employees on leave.
- Reviews claim information received to identify action plan, determine benefits due, and make timely case decisions based on plan descriptions and service expectations as established by the client.
- Communicates decisions and on-going expectations clearly and professionally with claimants and clients by phone, written correspondence and/or claims system.
Program Service Evaluator II
Department Of Economic Security
10.2020 - Current
- Monitored and evaluated programs and services
- Leveraged program curriculum and materials to plan and implement my knowledge of policies, rules & regulations applicable to areas of assignments that aligned with program goals
- Review and or guide peers work on different programs and screens throughout the day via phone, email, chat or goggle meets
- Assist and or Explain rules, policies of UI claims to peers, employers or claimants
- Conduct interviews with Claimant or Employer to gather information to make an eligibility determination for UI Benefits
- Upload documentation or information using the various methods available
- Accurately input and capture all client information into systems using various screens & programs at the same time
- Adhere to agency standards in a high-volume call center
Loan Processor/Customer Service
Cash Factory USA
10.2019 - 04.2020
- Follow-up with clients to verify important information
- Handled any conditions sent from underwriting departments
- Reviewed financial statements and contacted institutions and customers to clarify details
- Set up and complete loan submission packages
- Evaluated approvals against established bank and government lending standards
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants
- Issues reports for old and new loans based on field inspections of loan sites
- Prepared documents for underwriting by verifying client income, credit reports and other information
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues
- Provided quick turnaround times to maintain a fast-past schedule
- Uphold complete confidentiality of all submitted information according to release guidelines
Customer Service/Technical Support Agent
Sykes
06.2019 - 11.2019
- Maintained up-to-date knowledge of customer accounts
- Explained products and benefits
- Operated the live chat
- Worked with the software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Retained existing clients and developed new accounts by extending high quality and efficient support service
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Uploaded new software, rolled out updates and applied patches to servers upon release to threats from penetrating networks
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Customer Service Representative
Bulk Supplements
05.2018 - 06.2019
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Offering advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Recommended products to customers, thoroughly explaining details
- Answered customer telephone calls promptly to avoid on-hold wait times
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Promptly responded to inquiries and requests from prospective customers
- Trained new personnel regarding company operations, policies and services
Assistant Store Manager
Sally's Beauty Supply
09.2016 - 05.2018
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Responding to customer concerns, working with managers to significantly raise customer satisfaction ratings
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Approved regular payroll submissions for employees
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Performed investigations on market flows to identify seasonal trends and forecast consumer needs
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Analyzed and interpreted store trends to facilitate planning
- Directed merchandising, promotion and brand loyalty efforts for the business segment with greatest sales volume
Security Officer
County Road RV Resort
07.2015 - 09.2016
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident reports to successfully manage complaints
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites
- Partnered with a team of analysts to escalate and manage responses to all events impacting or threatening AWS personnel, property, and assets worldwide
- Reported irregularities such as fire and safety hazards to maintenance
- Patrolled and monitored premises in company vehicles, on bicycle and by foot
- Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates
- Oversaw entry and exit of up to employees and visitors daily
- Moved throughout the facility and among customers to remain aware of developing security situations
- Warned offenders about rule infractions and violations and verbally evicted violators from premises
- Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations
- Authenticated boarding passes, identification and passports to prevent fraudulent travel
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities
- Provided detailed reports of infractions and criminal acts to law enforcement for trial or hearing procedures
- Permitted entry with escort for approved persons into secure locations
- Reported suspicious activities and persons to law enforcement
Hostess/ Cashier
Quechan Casino Resort
06.2013 - 07.2015
- Expedited effectively with guests, peers and management
- Greeted customers promptly and responded to questions with knowledgeable service
- Assist room service and servers when and as needed
- Responds to guests/customers complaints and takes necessary actions to resolve their issues in a proactive manner
- Restocked and organized merchandise in front lanes
- Helped customers complete purchases, locate items and join reward programs
- Answered questions about store policies and addressed customer concerns
- Monitored self-checkout systems and provided assistance or intervention where required
- Worked closely with the shift manager to solve problems and handle customer concerns
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Greeted over 70 customers per day
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Collected and authorized payments of guests
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Reviewed weekly sales ads and monitored price changes
- Worked flexible schedule and extra shifts to meet business needs
- Operated a cash register to record transactions accurately and efficiently
Education
High School Diploma -
Yuma High School
Yuma, AZ06.2010
Skills
- Clear Communication Proficiency
- Effective Interpersonal Communication
- Critical Thinking Skills
- Flexible Problem-Solving
- Proficient in Microsoft Word
- Excel Proficiency
- Client needs assessments
Timeline
Leave of Absence Coordinator
Sedgwick
11.2022 - Current
Program Service Evaluator II
Department Of Economic Security
10.2020 - Current
Loan Processor/Customer Service
Cash Factory USA
10.2019 - 04.2020
Customer Service/Technical Support Agent
Sykes
06.2019 - 11.2019
Customer Service Representative
Bulk Supplements
05.2018 - 06.2019
Assistant Store Manager
Sally's Beauty Supply
09.2016 - 05.2018
Security Officer
County Road RV Resort
07.2015 - 09.2016
Hostess/ Cashier
Quechan Casino Resort
06.2013 - 07.2015
High School Diploma -
Yuma High School
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