Catherine Demas
New Braunfels,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Highly skilled Customer Service Representative with over a year of experience dealing with a high inbound call flow, as well as a year of experience managing a team of Customer Service Representatives. Experience as a hiring manager in charge of taking new hire interviews, and spent time as the company's United States Chair for an Employee Impact Group.
Overview
10
10
years of professional experience
Work History
Account Specialist II
JPMorgan Chase
San Antonio, TX
05.2024 - Current
- Provide exceptional customer service to business owners, and assist with the management of their business credit card accounts.
- Assisted customers in setting up and navigating online and mobile app profiles.
- Process payments for credit card accounts, replace cards, and perform general maintenance of credit card profiles.
- Researched and resolved customer inquiries regarding billing issues or payment disputes.
- Filed non-fraud disputes for customers.
- Assist customers in researching potential fraud, and assist with the process of reporting fraud and securing customer accounts.
- As part of the Card Model Office, I attended focus groups from various departments in order to streamline processes and improve systems for both customers and employee users.
- As part of the Rewards and Benefits model office, attended focus groups and listened to complaints calls in order to understand and improve rewards and benefits related processes/ systems.
Customer Service Representative Lead
Conduent Business Services
San Antonio, TX, TX
04.2023 - 04.2024
- Conducted weekly team meetings to discuss customer service performance metrics, best practices, and any areas for improvement.
- Developed strategies for improving customer service operations and processes.
- Provided one-on-one coaching sessions to help employees improve their customer service skills.
- Resolved escalated issues from customers, or other departments, within the organization.
- Maintained a knowledge base of frequently asked questions to ensure accuracy in the responses provided by agents.
- Created reports that tracked overall performance metrics, such as response times, average handle times, and resolution rates.
- Interfaced with senior leadership on a regular basis to provide updates on the team's progress toward meeting objectives.
- Tracked employee attendance records, and took corrective action when necessary.
- Assigned tasks and projects to team members based on individual strengths and weaknesses.
- Implemented changes in policies or procedures, as directed by upper management.
- Trained staff to provide excellent customer service to challenging customers.
- Promoted a clean, safe, and friendly work environment for employees and guests.
- Mentored junior team members, and managed employee relationships.
- Referred unresolved customer grievances to designated departments for further investigation.
- Prevented key account losses by researching discrepancies, and correcting problems.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Assigned as a Hiring Manager, I am in charge of executing new hire interviews and making the final decision as to whether an applicant proceeds to onboarding.
- As part of the Hiring Manager's responsibilities, I explained the onboarding processes to accepted applicants and assigned new hire training schedules.
- Provided support and guidance to new customer service representatives; assisted with the onboarding process.
- Coordinated with the Employee Engagement team and managers in order to create and plan events for employee engagement and team building.
- Trained in the company I9 verification procedure.
- Build team morale by personalizing improvement plans for each agent and emphasizing the importance of teamwork and personal improvement efforts.
- Appointed as the United States Representative/Chair of the PRIDE Employee Impact Group within the company, in charge of promoting inclusion, education, and employee engagement with PRIDE-related topics and events.
- Won a company award as the 2023 Team Lead, Driving Success.
Customer Experience Associate III
Conduent Call Center
San Antonio, TX
01.2023 - 04.2023
- WIN: 52353080
- Chosen as the MVP for the training class I was a part of.
- Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
- Built sustainable relationships and trust with customer accounts through open interactive communication.
- Improved product knowledge skills to understand customer needs and provide real, effective solutions.
- Guided customers through troubleshooting, navigating company site and using services.
- Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
- Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Reviewed the work done by other agents in accounts that I had to access, and reported both mistakes and kudos calls appropriately.
- Assisted leads and trainers by allowing new hires to shadow my phone calls to better understand their new position and responsibilities.
- Assisted leads by helping to walk the floor and assist agents on the phone.
- Assisted the Fraud Prevention team in Puerto Rico as part of the ID verification team, cooperating with the other agents over Microsoft TEAMs to accurately and efficiently review identification documents emailed in.
- Paid close attention to detail to notice when documents sent in were fraudulent, suspicious, or otherwise incorrectly formatted, and paid attention to patterns that may indicate fraud/Account Take Over in order to best protect cardholder information and funds.
- Worked in company chats to provide assistance for agents in various departments that were encountering issues on their calls, across multiple call centers and locations.
Customer Experience Associate II
Conduent Call Center
San Antonio, TX
07.2022 - 01.2023
- WIN 52353080
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated customer accounts, addresses and contact information within call management databases.
- Consulted with customers regarding needs and addressed concerns.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Maintained strong call control and quickly worked through scripts to address problems.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Referred unresolved customer grievances to designated departments for further investigation.
- Ranked second in the building amongst all agents in my department, winning the shift bid for 2022.
- Consistently qualified for monthly bonuses by meeting or exceeding statistical benchmarks.
Barista Trainer
Starbucks
San Antonio, TX
04.2019 - 06.2021
- Trained newly hired baristas so that they could efficiently accomplish all daily tasks required and more easily adjust to their new work environment
- Counted weekly tips and distributed them to all of the baristas and supervisors who worked that week, according to company guidelines
- Opened and closed the store as needed efficiently and while adhering to all relevant health and safety procedures
- Operated both drive-through and indoor registers, taking orders and seeing to each customer’s needs in a timely and efficient manner
- Made both drink and food orders in a timely manner while adhering to all food safety regulations
- Cleaned and maintained all working areas, customer areas, and back of store areas daily
- Handled all customer complaints that did not require a supervisor or manager, or have one requested.
Hostess
Alamo Cafe
San Antonio, TX
08.2015 - 06.2016
- Greeted all customers and sat them in the restaurant to be served
- Assisted servers with drink orders when necessary
- Assisted servers with carrying out food orders when necessary
- Assisted bussers with cleaning tables when necessary
- Assisted chefs with basic food preparation when necessary
- Assisted kitchen with dishes when necessary
- Trained new hostesses
- In charge of all customer complaints or needs that could not be solved by a server
- Kept the front of the restaurant clean and presentable at all times
- Communicated with all servers and managers in order to effectively distribute customers throughout the store so that no server was overworked or caught off guard by any new parties.
Education
Associate of Arts - English
San Antonio College
01.2018
High School Diploma -
Communications Arts High School
San Antonio, TX07.2016
Skills
- Office equipment proficiency
- Conflict mediation
- Project management abilities
- High-energy attitude
- Quality control
- Inbound Calling
- Call Center Operations
- Employee coaching
- Customer relations
- Cross-functional collaboration
- Microsoft Office expertise
- Team Coaching
- Skill Development
- Employee Retention
- Product Knowledge
- Continuous Improvement
- Issue Resolution
- Staff Monitoring
- Performance Evaluations
- Quality Control
- Customer Service
- Call Documentation
- De-Escalation Techniques
- Computer Skills
- Report Preparation
- System Implementation
- Policies and Procedures Adherence
- Teamwork and Collaboration
- Calm Under Pressure
- Relationship Building
- Professional Telephone Demeanor
- Data Evaluation
- Product Education
- Complaint Handling
- Stress Tolerance
Timeline
Account Specialist II
JPMorgan Chase
05.2024 - Current
Customer Service Representative Lead
Conduent Business Services
04.2023 - 04.2024
Customer Experience Associate III
Conduent Call Center
01.2023 - 04.2023
Customer Experience Associate II
Conduent Call Center
07.2022 - 01.2023
Barista Trainer
Starbucks
04.2019 - 06.2021
Hostess
Alamo Cafe
08.2015 - 06.2016
Associate of Arts - English
San Antonio College
High School Diploma -
Communications Arts High School
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