Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Corrina Breann Pastrano

Surprise,AZ

Summary

Hardworking employee with a wealth of customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience, as well as maintaining a positive and collaborative relationship with peers.

Overview

12
12
years of professional experience

Work History

Chat Experience Consultant

CarMax
Tempe, AZ
09.2021 - Current
  • Assists with Peer-to-Peer mentoring and New-Hire training.
  • Experience with reviewing trainee calls during their nesting period and delivering feedback based on our Associate Competency Model.
  • Assists with customer requests and answers questions via chat and SMS to improve satisfaction and progression with their car buying journey, or any post-purchase inquiries they may have.
  • Maintaining updated knowledge through continuous education with regular training modules and consistent collaboration with leadership.
  • Engaging in consistent contact with physical store locations via email to inquire about updates on vehicles for customers, inquiries about vehicles listed on our website, and to contact to our service departments for maintenance updates on customer's vehicles, etc.
  • Regularly maintains my area of responsibility on my team by collaborating with peers weekly to create a 'Did You Know' post. This covers best systems practices and things that may be unknown or uncommon about the car buying process at CarMax.
  • Taking concurrent live chats and SMS sessions during our peak days/hours to maximum efficiency.
  • Regularly piloting new internal systems and provide technical feedback to our Senior Manager and Product team.
  • Proficiency in Salesforce, Cresta, Microsoft Office, Genesys, NICE CXone.
  • Strong verbal and written communication, with responses given in a timely manner.
  • Works with cross-functional teams to achieve goals.
  • Recognized by management for providing exceptional customer service as well as maintaining high metrics and consistently exceeding expectations.
  • Collaboration with our team of Analysts to demonstrate live chats and SMS sessions to demonstrate how our systems work in real time, and provide feedback to what could be improved and/or what is working well.
  • Responds to customer complaints with professionalism and empathy. Offers suitable resolutions or guides our customers to the best possible source for resolutions.

Home Mortgage Customer Service Specialist

Wells Fargo
Tempe, AZ
03.2021 - 09.2021
  • Participated in weekly meetings with management team to discuss current trends, market conditions and strategies for growth and development of business activities.
  • Followed up on sales leads through outbound calling.
  • Provided timely, courteous, and knowledgeable responses to information requests.
  • Developed new business opportunities by prospecting for leads and cold calling.

Neighbor Solutions Associate

Ring
Tempe, AZ
09.2020 - 03.2021
  • Served as first point of contact for incoming technical service calls and emails.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided technical assistance to customers through phone and email support.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Maintained up-to-date case documentation for future reference.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Beauty Advisor

Target
Queen Creek, AZ
06.2015 - 09.2020
  • Developed connections to offer guests best-in-class experience with skincare, makeup, hair care, and fragrance.
  • Trained new team members in department operation, stock procedures, and customer services.
  • Greeted customers to determine wants or needs, and provided exceptional customer service.
  • Maintained cleanliness of work area by wiping down counters, organizing shelves and disposing of trash appropriately.
  • Demonstrated product features and benefits for customers' needs.
  • Conducted inventories on a regular basis to track stock levels.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Received and displayed product shipments on store retail shelves upon delivery.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Organized stockroom shelves according to size, color or style.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Restocked shelves as needed to ensure sufficient inventory levels.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Used technology resources to assist customers in locating and selecting items.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Demonstrated how to apply makeup, including eyeshadow, eyeliner, mascara, blush and lipstick.

Bookkeeper

Safeway
Mesa, AZ
10.2012 - 06.2015
  • Handled and was accountable for cash flow and controls including: safe transactions, issues and pickups of monies, tills, approving checks, rain checks, refunds, and monitoring checker money handling policies and procedures.
  • Assisted with training front-end employees (checkers, courtesy clerks, customer service counter and office/bookkeepers) and monitors front-end compliance.
  • Processed returned merchandise by strictly following store return and exchange procedures.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Helped with purchases and signed customers up for rewards program.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.
  • Counted money in cash drawer at the end of shift to ensure that amounts were correct and have sufficient change.
  • Assisted customers with Western Union transactions.
  • Completed day-to-day duties accurately and efficiently.

Education

High School Diploma -

Desert Ridge High School
Mesa, AZ
05-2012

Skills

  • Strong Written Communication
  • Call Centers
  • Peer-to-Peer Mentoring
  • New-Hire Training
  • Online Communications
  • Best Practices Implementation
  • Cultural Awareness
  • Integrity and Honesty
  • Problem-Solving
  • MS Office
  • Software Troubleshooting
  • Client Rapport
  • Customer Service
  • Order Processing
  • De-Escalation Techniques
  • Policies and Procedures Adherence
  • Inbound and Outbound Calling
  • Sales Expertise
  • Teamwork and Collaboration
  • Issue and Complaint Resolution
  • Product Knowledge
  • In-Store Support
  • Calm Under Pressure
  • Money Handling
  • Display Setup
  • Retail Store Operations
  • Cash Register Operation
  • Cash Handling
  • Returns and Exchanges
  • Flexible Schedule
  • Time Management
  • Retail Sales
  • POS System Operation

References

References available upon request.

Timeline

Chat Experience Consultant

CarMax
09.2021 - Current

Home Mortgage Customer Service Specialist

Wells Fargo
03.2021 - 09.2021

Neighbor Solutions Associate

Ring
09.2020 - 03.2021

Beauty Advisor

Target
06.2015 - 09.2020

Bookkeeper

Safeway
10.2012 - 06.2015

High School Diploma -

Desert Ridge High School

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Corrina Breann Pastrano