Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Claudia Barros

Claudia Barros

Chandler,AZ

Summary

Ambitious Customer Service Lead with great coaching, documentation, and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Always willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail.

Overview

6
6
years of professional experience
1
1
Certificate

Work History

Customer Service Team Lead

ThredUp
Scottsdale, AZ
04.2023 - Current
  • Manage, coach, and develop a high-performing team of CS Reps
  • Respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community
  • Research complex and escalated situations and recommend solutions
  • Sets performance standards to meet and enhance service goals for the company.
  • Analyzes key metrics, daily, weekly reports, and performance indicators to identify areas of focus and/or necessary improvements
  • Assist with the review and reconciliation of payroll data, including timesheets, hour deductions, and other related information.
  • Maintained accurate records of employee time cards and attendance records.
  • Assisted in the interviewing process by attending interviews, coordinating first day activities and providing administrative support to new hires.

Customer Support Agent

ThredUp
Scottsdale, AZ
02.2022 - Current
  • Conferring with customers via chat & email
  • Investigating and adjusting any transactional issues regarding bag processing and payouts, merchandise listings, orders and order returns, and other business processes/services
  • Work with other members of the team to meet individual and collective goals for high productivity, low customer dissatisfaction rate, low total ticket resolution time, and appropriate first response time.
  • Utilize large datasets to analytically investigate trends
  • Monitor accounts order transactions for fraudulent activity and resolve disputed transaction claims (chargebacks) to mitigate losses.
  • Compile and distribute daily and monthly reports and analytics with respect to chargebacks.

Diagnostic Imaging Scheduler

Banner Health
Mesa, AZ
10.2021 - 04.2022
  • Schedules medical appointments through coordination of patients, providers and facility resources.
  • Receives and initiates calls and emails to/from patients, providers, provider offices and facilities to ensure patients receive the care they need, when and where they need it.
  • Schedules appointments, tests and procedures by clinical staff and scheduling standards.
  • Obtains patient demographics, insurance information and necessary documents required to secure authorizations or referrals.
  • Provides patients with information, pre and post-test instruction, provides location of appointment and directions.
  • Communicates through but not limited to phone, chat, email, electronic medical record messaging and other digital channels.
  • Medicaid and Medicare insurance verification.
  • Collects pre-payments and verifies insurance coverage.

Customer Support Specialist III

Pay Pal Corporation & Ebay
Chandler, AZ
12.2018 - 10.2021
  • Confidently answer contacts through multiple channels (Phone, Email, Chat), for our company's products, services, and account needs.
  • Provide exceptional customer service and investigative skills while working with internal and external PayPal customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts.
  • Escalate customer contacts / forward customer feedback regarding feature requests, product gaps, policy and process pain points.
  • Assist customers in filing disputes and claims for unauthorized and fraudulent account activity.
  • Reviews, verifies and identifies customer transactions to detect or prevent fraud, policy violations.

Education

Nursing -

East Valley Institute of Technology
Mesa, AZ

High School Diploma -

Chandler High School
Chandler, AZ

Skills

  • Customer Relations
  • Live Chat
  • Hospice Care, Memory Care
  • Organization
  • Microsoft word, Excel, and PowerPoint
  • EMR Systems
  • Training & Development
  • Performance Evaluation
  • Strong problem solving abilities
  • Team motivator
  • Adapt to change
  • Attention to detail

Certification

  • Certified Nursing Assistant (CNA)
  • CPR Certification

Timeline

Customer Service Team Lead

ThredUp
04.2023 - Current

Customer Support Agent

ThredUp
02.2022 - Current

Diagnostic Imaging Scheduler

Banner Health
10.2021 - 04.2022

Customer Support Specialist III

Pay Pal Corporation & Ebay
12.2018 - 10.2021

Nursing -

East Valley Institute of Technology

High School Diploma -

Chandler High School

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Claudia Barros