Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vanessa Rocha

San Antonio,TX

Summary


Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

21
21
years of professional experience

Work History

Customer Care Associate

Meritage Homes
02.2022 - Current
  • Manage assigned warranty claims submitted by homeowners accordingly.
  • Oversee the warranty service work performed by laborers and sub-contractors at new build homes.
  • Ensure all building codes and standards of quality are met under the warranty.
  • Resolve quality control issues as they arise.
  • Provide customer satisfaction under the 10-step AVID Customer process.
  • Assist with new build inspections which consists of meeting with homeowners during walk-through inspections., ensuring customers understand items that are covered under warranty claims.
  • Oversee construction and ensure homeowner expectations are met.
  • Interact daily with various departments within the company, as well as sub-contractors, homebuyers, homeowners, and city inspectors.
  • Update and manage reports and keep track of homeowner sign offs.
  • Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
  • Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.

Office Manager

Caliber Collision
06.2011 - 02.2022
  • Hired new employees, provided training, counsel, and monitored employees’ performance.
  • Worked as a team with the Center Manager to create a team environment to produce high performance results.
  • Maintained the front office ensuring World Class Customer Service was provided to customers.
  • Provided the necessary tools, training, and information to employees to effectively perform their duties.
  • Ensure R.O files, SOP, DRP and regulatory (BAR) compliance were completed accordingly during and after vehicle repairs.
  • Process payroll and HR related administration and recordkeeping for all center associates.
  • Maintained Account Receivables, Accounts Payable and Cash Handling to the company standards and requirements.

Customer Service Representative

Caliber Collision
08.2009 - 06.2011
  • Greeted all customers in a timely, friendly and professional manner.
  • Answered incoming phone calls and ensured all voicemails were returned immediately.
  • Ensured all customer comfort items were always stocked and fresh.
  • Ensure all customer vehicles were delivered to customers by the assigned service advisor, if the service advisor was not available it was my duty to designate a backup advisor.
  • Monitor DRP assignments and logbooks, estimates, repair appointments and capture rates of assignments.
  • Filed customer records, RO jackets in alphabetical order, parts and invoices.
  • Assisted with any administrative and clerical work that was assigned daily.

Customer Service Representative

Lacks Furniture
02.2004 - 08.2007
  • Provided outstanding customer service to our customers.
  • Adhered to company policies.
  • Performed daily, weekly, and monthly accounting functions.
  • Provided and explained detailed financial contracts to customers.
  • Processed customer payments and deposits.
  • Received and handled customer complaints and praises accordingly.

Education

High School Diploma - General Education

Medina Valley High School
05.2001

Skills

  • Ability to work and interpret data independently
  • Excellent skills in customer service, sales, marketing and teamwork
  • Able to work with Excel, Word, Outlook and computer processing on a daily basis
  • Able to communicate effectively
  • Training and hiring
  • Data entry, Outlook, Microsoft Word, Excel
  • Complaint handling
  • Call center experience
  • Reporting and analysis
  • Coaching and mentoring
  • Dispute resolution
  • Customer education
  • Email management

Timeline

Customer Care Associate

Meritage Homes
02.2022 - Current

Office Manager

Caliber Collision
06.2011 - 02.2022

Customer Service Representative

Caliber Collision
08.2009 - 06.2011

Customer Service Representative

Lacks Furniture
02.2004 - 08.2007

High School Diploma - General Education

Medina Valley High School

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