Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Catherine Burgos Otero

Vega

Summary

Accomplished Sr. CCR at Alight Solutions, adept in customer relations and Microsoft Excel, enhanced team productivity and customer retention through effective training and mentoring. Leveraged critical thinking for issue resolution, achieving notable service improvements. Proven leadership in staff training and project management, significantly boosting operational efficiency.

Overview

19
19
years of professional experience

Work History

Sr. CCR

Alight Solutions
09.2015 - Current
  • Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
  • Increased team productivity by providing comprehensive training to new CSRs on company policies and best practices.
  • Achieved higher customer retention rates with personalized service and follow-up interactions.
  • Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
  • Served as the primary liaison between customers and internal departments, ensuring prompt resolution of escalated cases.
  • Reduced response times, effectively managing high call volumes during peak hours.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Implemented and developed customer service training processes.
  • Trained staff on operating procedures and company services.

Shift Supervisor

Starbucks
02.2005 - 08.2015
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Enforced company policies and regulations with employees.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
  • Enhanced team productivity by implementing efficient shift scheduling and task delegation.
  • Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
  • Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
  • Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
  • Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
  • Applied security, safety, and loss prevention strategies during shifts.
  • Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
  • Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
  • Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
  • Continuously improved workplace processes and procedures, identifying areas for optimization and leading initiatives to implement necessary changes.
  • Collaborated with management to develop strategies for boosting overall store performance, leading to higher profit margins.
  • Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
  • Coordinated with vendors regarding product deliveries, guaranteeing adequate supplies available for uninterrupted service provision.
  • Prepared, calibrated, and monitored production levels to achieve targets.

Education

No Degree - Marketing

UMET
Bayamon, PR

Skills

  • Training and mentoring
  • Call center experience
  • Reporting and analysis
  • Escalation Handling
  • Customer Service
  • Critical Thinking
  • Customer Relations
  • Microsoft Excel

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Sr. CCR

Alight Solutions
09.2015 - Current

Shift Supervisor

Starbucks
02.2005 - 08.2015

No Degree - Marketing

UMET

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Catherine Burgos Otero