Focused customer service professional looking to transition into a Human Resources Coordinator Role. Dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Retail and Hospitality roles with high-volume customer and employee demands.
Hi, I’m
Cheryl Garcia
Davenport,FL
Summary
Overview
12
years of professional experience
Work History
Alight SolutionsOrlando, FL
Customer Care Specialist
04.2021 - Current
Job overview
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Delivered customer support to high call load each shift.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
- Coordinated benefits processing, including enrollments, terminations and claims.
- Checked accuracy and completeness of benefits applications and documents.
- Oversaw enrollment of new employees and company-wide yearly enrollment period.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
Marriott Vacations WorldwideOrlando, FL
Spa Receptionist
06.2017 - 11.2020
Job overview
- Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
- Greeted guests and members upon arrival to create positive first impressions.
- Guided customers through facility tours explaining spa resources and amenities.
- Coordinated front desk operations and diligently helped in-person visitors and callers with knowledgeable assistance.
- Satisfied client special requests to enhance patron experience.
- Advised customers of seasonal promotions to create rapport and improve sales.
- Input client information into booking system accurately and completely to chart sales metrics.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Participated in physical inventory counts to keep information accurate and current.
- Coordinated inventory, stocking and ordering.
- Performed scheduled inventory counts and supply audits.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
Big LotsWinter Garden, FL
Store Team Leader
06.2011 - 06.2017
Job overview
- Promoted store brand, mission and values to employees and customers to maintain ideal store atmosphere.
- Helped store management promote sales-oriented culture with intense focus on delivering superior customer service.
- Reinforced customer service behaviors through accountability, recognition and praise.
- Maintained efficient team operations by coordinating effective schedules and employee work assignments.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Managed communication regarding employee orientation and open enrollment for benefits.
- Explained human resources policies and procedures to employees.
- Resolved personnel issues regarding human resources matters needing clarification, submissions and corrections.
- Managed employee onboarding with enriching internal and external training development of both online and traditional environments.
- Assisted in employee recruitment, hiring and interview processes.
- Scheduled meetings with employees to address concerns and grievances.
- Managed compensation, insurance and vacation days within employee benefits programs.
- Handled employee discipline and termination to address policy infractions.
- Conducted employee performance reviews and implemented corrective actions to increase productivity.
- Suggested promotions and wage increases according to employee performance.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Tracked monthly sales to generate reports for business development planning.
- Analyzed business and sales targets using critical problem-solving skills.
- Communicated with vendors to negotiate deals, request samples and build relationships.
- Executed multiple projects simultaneously, coordinating and prioritizing tasks.
- Maintained physical inventory of merchandise and implemented systems to monitor costs.
- Tracked sales trends and recommended adjustments to maximize departmental profitability.
- Set direction for supervisory team and front-line staff to drive consistency of guest experience.
Education
Gateway High SchoolKissimmee, FL
High School Diploma
05.1998
University Overview
Skills
- Customer Service Excellence
- Multitasking and Prioritization
- 35 wpm Typing Speed
- Data Entry
- CRM Software
- New Employee Orientations
- Hiring and Onboarding
- Benefits Programs
- Training Development
- Payroll Administration
- Teamwork and Collaboration
- Verbal and Written Communication
- Time Management
- Financial Reporting
Timeline
Customer Care Specialist
Alight Solutions
04.2021 - Current
Spa Receptionist
Marriott Vacations Worldwide
06.2017 - 11.2020
Store Team Leader
Big Lots
06.2011 - 06.2017
Gateway High School
High School Diploma
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