Summary
Overview
Work History
Education
Skills
Timeline
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Catherine Marquez

Apache Junction,AZ

Summary

Dynamic professional with extensive call center experience at ADP, excelling in customer focus and complaint handling. Proven track record in relationship building and problem resolution, enhancing customer satisfaction and retention. Skilled in AS400 and data entry, with a commitment to operational efficiency and team training.

Overview

22
22
years of professional experience

Work History

Payroll Input, CSR, Amendment Coordinator

Adp- Automated Data Processing
02.2005 - 03.2015
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Assembly Line Operator, Line Tech, Trainer

TRW Automotive
09.1994 - 01.2005
  • Trained new employees on assembly procedures, fostering a supportive work environment and promoting teamwork among staff.
  • Collaborated with team members to identify process improvements, resulting in increased productivity and reduced waste.
  • Displayed strong initiative by proactively seeking additional responsibilities and volunteering for overtime when required, demonstrating commitment to the company''s success.
  • Conducted quality assurance inspections on finished components and identified issues.
  • Reduced downtime by conducting regular equipment maintenance and troubleshooting mechanical issues promptly.
  • Adhered to all company policies and OSHA regulations pertaining to safe work practices, minimizing risks associated with hazardous materials handling and confined space entry.
  • Exceeded performance metrics consistently by remaining focused on goals and utilizing effective multitasking strategies during busy periods.

Zoner/Cashier/Stocker

Target
10.1992 - 09.1994
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

FPC (Fundamental Payroll Certificate)
Arizona
01-2012

Valley View High School
Moreno Valley, CA
06-1992

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • AS400
  • TOPS (Tax program)
  • Relationship building
  • Conflict resolution
  • Active listening
  • Data entry
  • Problem resolution

Timeline

Payroll Input, CSR, Amendment Coordinator

Adp- Automated Data Processing
02.2005 - 03.2015

Assembly Line Operator, Line Tech, Trainer

TRW Automotive
09.1994 - 01.2005

Zoner/Cashier/Stocker

Target
10.1992 - 09.1994

FPC (Fundamental Payroll Certificate)

Valley View High School

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