Member Services Supervisor
American Quarter Horse Association
01.2023 - Current
Hi, I’m
Citlali Carrillo
Member Services Supervisor
Amarillo,TX
It’s not what happens to you, but how you reach to it that matters.
Epictetus
Education
West Texas A&M UniversityCanyon, TX
Bachelor of Science
University Overview
- Received Cultivating Our Rising Educators (CORE) Scholarship
- Member of Alpha Sigma Alpha
- Elected Standards Chairman for Alpha Sigma Alpha in 2020
Skills
- Project Oversight
- Terms Explanation and Enforcement
- Upbeat and Positive Personality
- Speaks Spanish fluently
- Complaint Resolution
- Employee Training
- Detail-Oriented
- Excellent people skills
- Team Leadership
- Interviewing and Hiring
- Creative Thinking
- Relationship Building
Work History
American Quarter Horse Association
Member Services Supervisor
01.2023 - Current
Job overview
- Resolve customer complaints and answer questions regarding policies and procedures.
- Supervise the work of member services employees to ensure adherence to quality standards, deadlines, and proper procedures, and correcting errors or problems.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Design, implement, or evaluate staff training and development programs, customer service initiatives.
Catalina's Rental Homes
Rental Property Manager
01.2020 - 12.2023
Job overview
- Monitor timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Follow up on delinquent tenants and coordinated collection procedures.
- Supervise progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
- Organize and participate in meetings to give residents opportunity to ask questions and provide forum for issues to be addressed.
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed.
American Quarter Horse Association
Member Experience Team Lead
02.2022 - 12.2022
Job overview
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
American Quarter Horse Association
Member Experience Professional
02.2019 - 02.2022
Job overview
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Respond to customer requests for products, services and company information.
- Answer constant flow of customer calls with minimal wait times.
- Deliver feedback regarding employee performance and training needs.
- Training new employees with individualized plan that caters to the trainees unique learning ability by direct collaboration with each MEP.
Old Navy
Cashier Team Lead
08.2016 - 05.2019
Job overview
- Continuously inspected products for quality assurance according to guidelines.
- Assisted customers with completing purchases, locating items and joining reward programs.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Amarillo ISD AmeriCorps
Literacy Tutor
08.2017 - 08.2018
Job overview
- Conducted ongoing evaluations of literacy improvement action and communicated results to teachers and administrators.
- Successfully provided individualized instruction for 14 struggling students throughout school year, 13 students successfully reached grade level.
- Participated in numerous charitable activities as part of a national service organization completing over 675 service hours.
Timeline
Member Experience Team Lead
American Quarter Horse Association
02.2022 - 12.2022
Rental Property Manager
Catalina's Rental Homes
01.2020 - 12.2023
Member Experience Professional
American Quarter Horse Association
02.2019 - 02.2022
Literacy Tutor
Amarillo ISD AmeriCorps
08.2017 - 08.2018
Cashier Team Lead
Old Navy
08.2016 - 05.2019
West Texas A&M University
Bachelor of Science
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