Catrina Sanchez
Victorville,CA
Summary
Dedicated Customer Service Representative with over 15 years of experience working in fast-paced environments. Proficient in navigating from project-to-project finishing work quickly and efficiently. Received 95% customer satisfaction rating on calls while working with TTEC.
Overview
5
5
years of professional experience
Work History
Service Center Representative
TTEC Government Solutions
11.2023 - 04.2024
- Handled approximately 75-100 incoming calls daily in a fast-paced health insurance marketplace
- Responsible for keeping Quality Assurance score above 90% throughout employment
- Communicated with insurance carriers to resolve any issues with enrollment and eligibility
- Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; provide options to resolve complaints; escalating unresolved problems
- Interacted with customers while also writing detailed notes regarding any questions, or issues customer had and researching practical solutions
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Front End Lead
Grocery Outlet
09.2022 - 07.2023
- Worked with management team to set expectations and achieve service standards at the front end of the store
- Balanced daily deposits and safe counts according to daily operations
- Kept front lanes properly stocked and priced according to business operations
- Assisted in training new cashiers, sharing best practices and helping them become proficient in their roles.
- Developed rapport with regular customers through genuine interactions that fostered brand loyalty.
- Worked extended hours during holidays or peak seasons to provide additional support for increased customer traffic.
- Created staff break and lunch schedules for 20 employees strategically to keep store adequately staffed for customer traffic.
- Balanced 6 cash drawers accurately at the end of each shift, minimizing discrepancies and ensuring financial integrity.
- Addressed customer concerns promptly, resolving issues and maintaining strong relationships with patrons.
Assistant Manager
Grocery Outlet
02.2021 - 09.2022
- Hired as a cashier and promoted to Assistant Manager within 1 month of being hired
- Provided training to all employees on customer service and cashier duties
- Responsible for day-to-day operations of a grocery store including price changes, markdowns, checking expiration dates, receiving inventory
- Implemented proper merchandising and promotional plans
- Assisted customers find products and placed an order for items not in stock
- Provided exceptional customer service building loyal customers.
- Scheduled 40 staff members shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Head Cashier
The 99 Cents Only Store
11.2018 - 01.2021
- Monitored, directed, and prioritized all store front end activities in a fast-paced high volume traffic retail environment
- Provided elevated customer experience to generate loyal clientele
- Made sure all 6 checkout lines were open and staffed to allow customers to purchase their products quickly
- Received and process payments by cash, check, credit card, and automatic debit
- Reduced waiting time for customers by providing quick and accurate services.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Education
High School Diploma -
Frontier High School
Whittier, CA06.2000
Skills
- Active listening
- Problem Solving
- Conflict Resolution
- Call center experience
- Clerical Support
- Customer Satisfaction
- Written and oral communication
- Computer Skills
- Microsoft Office
- Time Management
- Basic Math
- 45 wpm Typing Speed
Timeline
Service Center Representative
TTEC Government Solutions
11.2023 - 04.2024
Front End Lead
Grocery Outlet
09.2022 - 07.2023
Assistant Manager
Grocery Outlet
02.2021 - 09.2022
Head Cashier
The 99 Cents Only Store
11.2018 - 01.2021
High School Diploma -
Frontier High School
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