Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Carolina Cerda

Pasadena,Texas

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

25
25
years of professional experience

Work History

Senior Call Agent

Veterans Evaluation Services
07.2023 - Current
  • Training and monitoring new Call Center Agents.
  • Handled veteran, medical providers and facilities escalations professionally, upholding positive team reputation and maintaining satisfaction.
  • Responded to veteran inquiries with patience and positivity to establish excellent first impression.
  • Gained strong leadership skills by managing assignments from start to finish.
  • Proven ability to learn quickly and adapt to new situations.
  • Goal-oriented dedicated to enhancing team performance and driving business success.
  • Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Call Center Agent II

Veterans Evaluation Services
05.2021 - 07.2023
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Delivered exceptional customer service to every veteran by leveraging extensive knowledge of compensation and pension claims
  • Cross-trained call center agents and backed up other managers.
  • Trained new call agents regarding company operations, policies and services.
  • Increased efficiency and performance by monitoring call center agent productivity and providing feedback.
  • Promoted superior experience by addressing veteran concerns, demonstrating empathy, and resolving problems swiftly.

Office Administrator

Koza's Inc.
04.2018 - 02.2020
  • Handling customers effectively by identifying needs quickly gaining trust, inputting orders. Working on spreadsheets. Work side by side with VP of sales.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Office Administrator

Christina Herrera - Realtor
11.2016 - 03.2017
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
  • Verified and logged in deadlines for responding to daily inquiries, handled all mail-outs to clients and updated client information as needed. Prepare flyers for events, take care of social media accounts log new listings into HAR.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Launched quality assurance practices for each phase of development
  • Managed senior-level personnel working in marketing and sales capacities.
  • Developed detailed plans based on broad guidance and direction.

Office Management

Jewel's Cleaning
04.2014 - 12.2015
  • Managed payroll, time, attendance and invoices through Quick Books.
  • Responded to employee inquiries regarding payroll and time keeping. Process rehires, transfers, terminations garnishments and withholdings.
  • Scanned and filed forms, reports, correspondence and receipts. Wrote professional business correspondence to clients.
  • Utilized office management software to record and track customer information.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Assisted with general facility and office management.

General Manager

Texas Game room
01.2000 - 11.2012
  • Increased volume and loyalty to game room by attracting new players and building one-on-one relationships with guest.
  • Inspected equipment to be used in games to verify proper functioning.
  • Handled bookkeeping, paperwork, payroll.
  • Created strategic marketing plans to enhance customer satisfaction and boost customer loyalty.
  • Supervised a crew of 15 employees, handle massive number of customers at one time.
  • Trained and guided team members to maintain high productivity and performance metrics.

Education

GED -

Certificate - Microsoft Excel

San Jacinto
Pasadena, Texas
09.2017

Skills

  • Microsoft Excel: Proficient in advanced functions
  • Receptionist: Skilled
  • Data entry expertise
  • Proficient in customer relations
  • Critical thinking for problem solving
  • Strong attention to detail
  • Handling various project timelines
  • Certified in Microsoft Excel
  • Experienced with QuickBooks software
  • Skilled at prioritizing and executing tasks simultaneously
  • Results-driven under deadlines
  • Independently motivated
  • Clear and concise speaking
  • Maintains composure in challenging situations

Languages

Spanish: Fluent

Timeline

Senior Call Agent

Veterans Evaluation Services
07.2023 - Current

Call Center Agent II

Veterans Evaluation Services
05.2021 - 07.2023

Office Administrator

Koza's Inc.
04.2018 - 02.2020

Office Administrator

Christina Herrera - Realtor
11.2016 - 03.2017

Office Management

Jewel's Cleaning
04.2014 - 12.2015

General Manager

Texas Game room
01.2000 - 11.2012

Certificate - Microsoft Excel

San Jacinto

GED -

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