Carmen De La Fuente
Dallas,Tx.
Summary
Dedicated Supervisor with track record of success ensuring productivity within demanding service environment. Effective team leader effective at meeting deadlines and ensuring highest standards of organization. Implements methodical and thorough approach to leadership.
Overview
2
2
years of post-secondary education
11
11
years of professional experience
Work History
Supervisor, Customer Care Center
SPCA Of Texas
Dallas, Texas
03.2018 - Current
- Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet daily call volume.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Collaborated with Operations and Leadership departments to establish project guidelines to drive profitability.
- Evaluated employee performance quarterly and coached and trained accordingly, increasing quality of work and employee retention.
- Performed yearly evaluations and reviews for 7 employees.
- Provided coaching and counseling to 7 employees to encourage professional growth as well as meet short- and long-term goals.
- Built, managed and coached Customer Care Center team, implementing training programs to improve efficiency and productivity.
- Positioned as primary liaison to streamline operations of multiple lines of business within organization.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Oversaw talented team of 7 Customer Care Specialists by actively communicating project information, remedying issues and delivering positive feedback.
- Prepared and managed work schedules, vacation and sick time accurately on weekly basis.
- Measured team performance and reported metrics to leadership team members.
- Created plans and communicated deadlines to ensure projects were completed on time.
Assistant Supervisor, Customer Care Center
SPCA of Texas
Dallas, TX.
09.2014 - 03.2018
- Assist the Customer Care Supervisor in fielding Specialist questions, running Customer Care Center reports and Specialist training and development.
- Act as a liaison between the Customer Care Specialists and SPCA of Texas management.
- Function comfortably in a fast-paced, performance-based call center environment where any call can be monitored and assessed.
- Answer incoming calls from branch offices and assist customers with specific inquiries.
- Demonstrate a master level of skill with regards to the Customer Care Specialist job functions and duties.
- Have excellent interpersonal skills and ability to motivate to produce positive results.
- Have ability to work well with the public, and fellow staff members using tact, patience, courtesy and the highest level of professionalism in performing their daily tasks.
- Have friendly attitude, integrity, good judgment, honesty, tactfulness and initiative.
Animal Cruelty Investigations Case Specialist
SPCA of Texas
Dallas, TX.
08.2016 - 11.2016
- Assist the Chief Investigator and the Animal Cruelty Investigators open cases on animal cruelty complaints.
- Opens investigations electronically, documents complaints, and dispatches complaints to investigators.
- Case documentation during seizures, maintain accurate information and record keeping for court proceedings.
- Prepared and issued court orders for investigators.
Customer Care Specialist
SPCA Of Texas
Dallas, TX.
12.2012 - 09.2014
- Taking inbound and making outgoing calls.
- Scheduling and cancelling appointments for all departments and locations.
- Multitasking while still maintaining a positive attitude with clients.
- Providing excellent customer service skills in a fast-paced environment.
- Being proficient in both English and Spanish when giving information for all departments.
- Providing strong interpersonal skills and demonstrating strong communication skills.
- Answer inquiries by clarifying desired information; by researching, locating, and providing information.
Front desk AGENT/ reservations clerk
SpringHill Suites by Marriott
05.2011 - 12.2012
- Irving (Las Colinas), Tx.
- Greet guests upon entry of the hotel.
- Registered and assigned rooms to guests.
- Kept records of room availability and guests’ accounts with property management system.
- Made, confirmed, and cancelled reservations.
- Posted charges for rooms to ledgers by using computers.
- Recorded guest comment or complaints, solved guest issues through listening, empathizing, taking accountability and responding.
- Verified customers’ credit and established how the customer would pay for the accomodation.
- Computed bills, collected payments and made changes for guests.
- Contacted housekeeping or maintenance staff when guests reported problems.
- Worked as a team member performing cashier duties, front desk assistance, and cleaning while providing excellent customer service.
- Trained new employees by providing knowledge of specific hotel tasks and policies.
- Managed high call volume with tact and professionalism.
Customer Relations Coordinator
Midsouth Automotive Group
Arlington, Tx.
01.2011 - 05.2011
- Provided customer service for an average of 50-75 calls per day, answering customer inquiries, solving problems, and providing new vehicle information.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Directed calls to appropriate individuals and departments.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
CASHIER/ RETAIL ASSOCIATE
DD’s Discounts
Dallas, Tx.
08.2008 - 05.2009
- Provided an elevated customer experience to generate a loyal clientele.
- Assisted customers with store and product complaints.
- Maintained positive attitude to make customers’ shopping experience pleasant.
- Organized store merchandise racks by style, size and color to promote visually appealing environment.
Education
MOUNTAIN VIEW COLLEGE
01.2009 - 01.2011
Skills
Priority management
Timeline
Supervisor, Customer Care Center
SPCA Of Texas
03.2018 - Current
Animal Cruelty Investigations Case Specialist
SPCA of Texas
08.2016 - 11.2016
Assistant Supervisor, Customer Care Center
SPCA of Texas
09.2014 - 03.2018
Customer Care Specialist
SPCA Of Texas
12.2012 - 09.2014
Front desk AGENT/ reservations clerk
SpringHill Suites by Marriott
05.2011 - 12.2012
Customer Relations Coordinator
Midsouth Automotive Group
01.2011 - 05.2011
MOUNTAIN VIEW COLLEGE
01.2009 - 01.2011
CASHIER/ RETAIL ASSOCIATE
DD’s Discounts
08.2008 - 05.2009
Similar Profiles
Grayson SladekGrayson Sladek
Volunteer at SPCA Of TexasVolunteer at SPCA Of Texas
Sara LopezSara Lopez
Animal Behavior Coordinator at SPCA Of TexasAnimal Behavior Coordinator at SPCA Of Texas
Jeremy GodoyJeremy Godoy
Volunteer at SPCA Of Texas' Dallas Animal Care CenterVolunteer at SPCA Of Texas' Dallas Animal Care Center
Kristine BenedettoKristine Benedetto
Scholar Support Specialist/Restorative Specialist/SEL Lead at Uplift EducationScholar Support Specialist/Restorative Specialist/SEL Lead at Uplift Education
Anne BrandyberryAnne Brandyberry
Benefit Advocate at United HealthcareBenefit Advocate at United Healthcare