Summary
Overview
Work History
Education
Skills
Languages
Professional References
Timeline
Generic

Carolina Flores

Tucson,United States

Summary

Motivated Customer Service Representative with over ten years of experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Spanish.

Overview

13
13
years of professional experience

Work History

Social Reviewer

Alorica
07.2020 - 04.2024
  • Review over 400 to 700 content video, image, text and conduct content quality control, ensuring content complies with local policies and regulations.
  • Interpret and apply complex policies and guidelines to content.
  • Examined and reported content within agreed turnaround times and standards of quality.
  • Escalate issues outside company policy.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-pace environment from home.

Customer Service Representative

ADOT Motor Vehicle Division
06.2016 - 04.2020
  • Responded to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.
  • Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming state policy and rules changes.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than one hundred and fifty customers each day.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Youth Care Worker

Southwest Key Program Inc
02.2014 - 05.2016
  • Completed clear and concise documentation of youth behavior and actions.
  • Evaluated needs of youth and outlined measures to address.
  • Assisted youth with obtaining resources such as food, clothing and shelter.
  • Liaised with parents of youth and community leaders to organize youth empowerment programs and activities. Evaluated and documented data in each child intake.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • Recorded client information on special flow sheets, accurately indicating suicidal precautions, sleep flow and restraints.

Customer Service Representative/Supervisor

APAC Customer Services
10.2011 - 02.2014
  • Resolved account issues to build rapport and relationships with clients.
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Critically monitored over 200 calls of customer service operations to assess agent performance and provide evaluations and feedback.
  • Researched complex problems and resolved issues and complains in timely manner.

Education

No Degree - Sociology

Pima Community College
Tucson, AZ

High School Diploma -

Luz Academy of Tucson
Tucson, AZ
05.2010

Skills

  • Consistently demonstrate high sense of urgency and ability to work under pressure
  • Ability to use Windows operating systems and navigate between various windows
  • Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
  • Professional telephone demeanor
  • Four years of experience working from home
  • Account management
  • Service standard compliance
  • Data entry
  • Training development aptitude
  • Bilingual

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Professional References

  • Elizabeth Reed

Supervisor

Alorica 

520-369-1123

Elizabeth Reed was my supervisor from 2020 to 2024


  • Natalia So

Manager

Motor Vehicle Division

520-392-0397

Natalia So was my Manager from 2016 to 2020


  • Martha Sanders

Manager

South West Key

520-839-2184

Martha Sanders was my manager from 2014 to 2016





Timeline

Social Reviewer

Alorica
07.2020 - 04.2024

Customer Service Representative

ADOT Motor Vehicle Division
06.2016 - 04.2020

Youth Care Worker

Southwest Key Program Inc
02.2014 - 05.2016

Customer Service Representative/Supervisor

APAC Customer Services
10.2011 - 02.2014

No Degree - Sociology

Pima Community College

High School Diploma -

Luz Academy of Tucson

Similar Profiles

CREATE PROFILE
Carolina Flores