Cara Burrous
Norco,CA
Summary
Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Lead Agent
Shinesty
06.2022 - Current
- Analyzed data trends to identify potential areas for growth or improvement within the department or organization as a whole.
- Monitored approximately 150 calls daily to ensure high levels of professionalism and adherence to company standards.
- Increased client retention through excellent communication and effective problem-solving techniques.
- Collaborated with cross-functional teams to improve overall business operations and customer experience.
- Conducted regular performance reviews, setting achievable targets and motivating agents towards continuous growth.
- Assisted in the development of new products or services tailored to meet evolving market demands.
- Worked closely with senior management on strategic planning efforts that contributed significantly toward meeting organizational objectives.
- Promoted a positive work environment by fostering collaboration among team members and encouraging professional development opportunities.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Enhanced team productivity by implementing efficient work processes and maintain average automation rate of 50%.
Certified Personal Trainer
Total Body Fitness
02.2021 - 04.2023
- Trained clients during strength training, cardio vascular exercise, and stretching.
- Enhanced client fitness levels by creating personalized workout routines tailored to individual goals and abilities.
- Facilitated open communication channels with clients, addressing concerns or questions promptly while offering valuable insights into improving overall wellness.
- Reduced injury risk for clients with proper form instruction and exercise modifications based on individual needs.
Redaction Specialist
Bergerkahn Law Corp
02.2018 - 08.2021
- Insurance claim combining and redacting. Handled on average 100 claims daily.
- Insurance processing including but not limited to; Home, Auto, and ALE claims
- Daily use of Microsoft Excel, Office, and Outlook
- Facilitate information flow between management and insurance agency
- Followed all company policies and procedures to deliver quality work while ensuring client confidentiality is met.
- Developed strong client relationships through consistent communication and attentive service.
Director of Operations
TouchPoint
05.2018 - 03.2020
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw day-to-day production activities in accordance with business objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Drove revenue growth through identification of new market opportunities and expansion of existing products/services offerings.
Education
High School Diploma -
Options For Youth
Fontana, CA05.2015
Skills
- Decision-making capabilities
- Marketing knowledge
- Problem-Solving
- Customer service and care
- Critical Thinking
- Customer Complaint Resolution
- Schedule Management
- Technical Support
- Time Management
- Complex Problem-Solving
- Staff Training and Development
- Cross-Functional Teamwork
- Leadership and team building
- Efficient multi-tasker
- Efficiency is Gorgias, Salesforce, Shopify, Netsuite, Klaviyo, and Looker
Certification
Gorgias Certified-
Lead Agent (BigCommerce) Certification
Lead Agent (Shopify)
Timeline
Customer Experience Lead Agent
Shinesty
06.2022 - Current
Certified Personal Trainer
Total Body Fitness
02.2021 - 04.2023
Director of Operations
TouchPoint
05.2018 - 03.2020
Redaction Specialist
Bergerkahn Law Corp
02.2018 - 08.2021
High School Diploma -
Options For Youth
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