Catalina Berrios
San Bernardino,CA
Summary
Friendly and engaging team player and leader able to inspire staff to perform their best. Meticulous and experienced customer service coordinator/rep. enthusiastic about customer service. A multi-tasker who excels in recruiting, onboarding, training, payroll, and many other aspects in my daily duties.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Transdev Services-Foothill Transit Contract
West Covina, CA
02.2017 - Current
- I am an accountable associate demonstrating an elevated level of ownership and initiative quick and effective at decision-making, while maintaining excellent customer service, team-oriented associate, who works well in collaborative environment yet thrives on personal achievements. I am responsible for receiving customer calls in English; inquires and complaints, as well as answer any questions customer may have, and provide information about services. I would work the register on a daily basis, I would issue IDs for discounted passes, do highly extensive opening and closing procedures which include counting cash, checks, coupons, totaling credit cards transactions, deposits, and cross checking each transaction done for the day. I assist store manager with preparing daily reports and provide coverage at the other transit store locations. I assisted in payroll that included but not limited to, timesheets verification, maintained vacation/sick time, hiring, and terminating employees, as well as discipline. As the former administrator for ADP at my location, for twenty-three employees, I was given the task of adding deductions and entering prominent information that included but not limited to adding pay raises, benefit deductions, as well as new employee entry. I also was in charge of ordering new uniforms yearly for all employees and maintaining an inventory list. I also was lead in recruiting, finding new candidates, phone screening, set up interviews, send them all important documents needed (offer letter, etc.), and onboarding. I also was in charge of planning company picnics/gatherings/parties and keeping up employee morale for my location that I serve.
- E-Verify Administrator
- Enhanced customer satisfaction by addressing and resolving complaints in a time manner.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Complete bi-weekly payroll for 23 employees.
- Kept high average of performance evaluations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Helped large volume of customers everyday with cheerful outlook and focus on customer satisfaction.
- Received an award for employee of the quarter.
- Competed in a customer call center challenge and won!
- Managed up to 23 employees accounts in ADP.
Store Stocker
99 Cents Only Store
10.2014 - 01.2016
- I was an excellent worker; I would come in early morning to receive pallets of merchandise and then break them down according to aisles the items were on. After all the boxes were distributed to the aisles, I would start restocking the shelves. While restocking, I would make sure that each product was in the correct location and under the correct label. After everything was properly stocked, I would do a cleanup. I would also rearrange or relocate items, as per managers request. I also did cashier, when needed.
- Enhanced customer satisfaction by promptly locating items and providing accurate inventory information.
- Maintained a clean and safe shopping environment with regular cleaning, sweeping, and mopping tasks.
- Contributed to positive work culture by assisting colleagues in their duties when needed and sharing best practices for stocking procedures.
Warehouse Manager
TCK Corporation
05.2006 - 10.2010
- I was a good, strong worker. I was promoted to manager of the warehouse within a year of employment. I supervised all shipping/receiving departments as well as order pulling/packing. I could multi-task to manage different departments at once. I also input order entries on the computer. I was the head lead on inventory control. I also did major clean up and organization for the warehouse.
- Streamlined operations for faster order processing by updating warehouse layout and organization.
- Conducted research to address shipping errors and packaging mistakes.
- Reduced workers accidents by implementing improved safety standards and monitoring procedures.
- Oversaw warehouse staff and maintained efficiency in demanding environment.
Cashier
Toys “R” Us
08.2005 - 04.2006
- I assisted customers at the front-end cash registers, providing excellent customer service. As a trusted employee, I was allowed to cashier for the “Electronics Department”. I also did major store clean up in different departments.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customer with inquires and provided exceptional service, resulting in positive feedback from shoppers.
- Provided backup support for other departments when needed, displaying versatility within the retail environment.
- Greeted customers entering store and responded promptly to customer needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Server
Carrows
08.2001 - 04.2004
- Within my first week, I was promoted from host to server as a quick learner and customer satisfaction. I would take phone orders as well as seat customers down to take their orders. When the customers’ orders were ready, I would promptly take it to the customers and made sure that they were completely satisfied with their orders before leaving their tables. I also did “Food prepping,” shortly after.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Increased sales with upselling techniques and thorough knowledge of the menu items, specials, and promotions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Managed cash transactions accurately, contributing to balanced daily financial reports.
- Demonstrated strong multi-tasking skills by managing multiple tables simultaneously without compromising service quality.
Education
High School Diploma -
Montebello High School
Montebello, CA06-2001
Skills
- Payment Processing
- Documentation Skills
- Quality Assurance
- Complaint Handling
- Retail Experience
- Call Center Experience Shipping, Receiving, and Warehousing
- Microsoft Outlook, Word, and Excel
- Customer Service
- Call Center Operations
- Product Knowledge
- Effective Communication
- Multitasking
- Positive Attitude
- Exceptional Telephone Etiquette
- Clerical Support
- Audit Support
- Attention to Details
Timeline
Customer Service Representative
Transdev Services-Foothill Transit Contract
02.2017 - Current
Store Stocker
99 Cents Only Store
10.2014 - 01.2016
Warehouse Manager
TCK Corporation
05.2006 - 10.2010
Cashier
Toys “R” Us
08.2005 - 04.2006
Server
Carrows
08.2001 - 04.2004
High School Diploma -
Montebello High School