Charlin Alameda

• Managed a team of 17-22 customer care representatives (new team and schedule every 6 -8 months)
• Conducted Quality Assurance daily to ensure customer service standards were met (monitoring and providing immediate feedback resulted in continuously achieving TOP 10 team in the nation month over month).
• Conducted regular training sessions for staff on new products, services, and customer service techniques.
• Assisted staff with resolving complex customer issues and creating win-win situations.
• Held regular 1x1 meetings to review performance, celebrate successes and provide feedback for opportunities.

Managed a team of 19 employees and oversaw daily organizational operations.

• Managed inventory levels of supplies and ordered new supplies when stock was low ensuring food is fresh and not wasted.
• Enforced company policies on attendance, punctuality, and overtime.
• Developed and implemented sales strategies with competitive initiatives resulting in an increase in profits monthly.
• Analyzed sales data, provided recommendations for improvement, demonstrating "how to" when needed.
• Created and attended networking gatherings to increase recognition and draw-in new business.
• Processed payroll on a bi-weekly basis using Harbortouch and ADP systems.

• Diagnosed system errors and implemented solutions to resolve them.
• Analyzed customer account settings and troubleshooting guide to resolve equipment issues.
• Conducted Tier 2 IT support for equipment software issues

• Answered customer inquiries and provided accurate information regarding products and services.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Maintained detailed records of customer interactions, transactions and comments for future reference.