Caroline Arce
San Antonio
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
16
16
years of professional experience
Work History
CSR 2
Maximus Call Center
07.2019 - 01.2026
- Inbound services for Health Human Services Commission & in the Escalation Dept. My daily duties are taking inbound calls for Food Stamps, Medicaid, and or Medicare applications and giving application status, making changes to cases, and taking applications over the phone. Assisting with OJT mentor calls, for the best solutions for new hires and when the caller needed a supervisor acted as a Supervisor when escalated call, and assisting with CSR's as needed. My responsibility to mitigate calls. Give any information that HHSC was requesting to complete the application or closed case, giving time frames of applications and answer any questions if needed. Transfer inbound calls to direct assistance if needed.
- Provided trouble shooting for website
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered prompt service to prioritize customer needs.
- Provided
CSR
Systems Methods INC
06.2018 - 12.2018
- Inbound services for Texas Child Support. My duties were to answer any questions for payments, & transfer to Office Atty General main representatives when needed. Update any personal information as needed. Sent out any forms that were needed per request, examples: direct deposit form/check cancellation forms.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
CSR
Alorica Call Center
10.2016 - 05.2017
- Take inbound calls for Aetna Insurance; on offering reimbursements for HRA for retiree employees. Updated account information, website troubleshooting. American Home Shield; offering appointments for warranty holders to replace, make work orders, follow up on orders.
- Streamlined processes to improve response times and reduce customer wait periods.
- Responded to customer requests for products, services, and company information.
- Improved resolution time with effective problem-solving for customer complaints.
CSR/Team Lead
CSG/Qualfon
05.2012 - 10.2016
- Answer telephones and give information to callers, take messages, and transfer calls to appropriate individuals. Create, maintain, and entered information into databases. Schedule and confirm appointments for clients, customers, and supervisors. Review insurance policy terms to determine whether a particular loss is covered by insurance. Check to ensure that appropriate changes were made to resolve customers' problems. Calibrated on quality calls to ensure better customer services. As needed, lead the team on adherence, quality, and after work time. Website tech support on farmers.com.
- Facilitated regular team meetings to align goals and share best practices among representatives.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
CSR
Kohl's Operations Center
04.2010 - 04.2012
- Check to ensure that appropriate changes were made to resolve customers' problems. Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer grievances to designated departments for further investigation. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Solicit sales of new or additional services or products. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
High School Diploma - Basics
Judson High School
Converse, TX06-1986
Associate of Applied Science - Business Technology
Everest Institute
San Antonio, TX10-1988
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Complaint handling
- Microsoft outlook
- Technical support
- Dispute resolution
- Product and service solutions
- Account updating
- Research
- Escalation management
Languages
English
Timeline
CSR 2
Maximus Call Center
07.2019 - 01.2026
CSR
Systems Methods INC
06.2018 - 12.2018
CSR
Alorica Call Center
10.2016 - 05.2017
CSR/Team Lead
CSG/Qualfon
05.2012 - 10.2016
CSR
Kohl's Operations Center
04.2010 - 04.2012
High School Diploma - Basics
Judson High School
Associate of Applied Science - Business Technology
Everest Institute