Cynthia Trujillo
Albuquerque,NM
Summary
Experienced employee with a decade of inbound call center background and a keen interest in tackling fresh challenges. Demonstrates a strong work ethic, adaptability, and exceptional interpersonal skills. Proficient in working autonomously and swiftly acquiring new competencies.
Overview
15
15
years of professional experience
Work History
Inbound Customer Service Representative
Social Security Adminstration
Albuquerque, NM
08.2022 - 02.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer complaints in a timely manner.
- Processed forms, applications, and requests.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Reviewed accounts for past due balances or other irregularities.
- Verified account information to ensure accuracy of data entry.
- Navigated through multiple systems to resolve customer requests.
- Maintained updated knowledge of services.
- Updated existing customer information as needed.
- Referred unresolved customer grievances to designated departments.
- Managed high volumes of inbound calls in a fast-paced environment to build, cultivate and establish lucrative client relationships.
- Maintained strong call control and quickly worked through scripts to address problems.
- Navigated through computer systems to review information and respond appropriately to callers.
Team Leader
Whataburger
Albuquerque, NM
03.2022 - 07.2022
- Leading and managing shifts
- Provide friendly customer experiences
- Money management and deposits.
- Developed strategies for problem solving and conflict resolution among team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Managed food inventory and restocked supplies when necessary.
Food Prep Cooking Assistant
Sunshine Café
Albuquerque, NM
08.2018 - 04.2020
- Maintained consistent quality and high accuracy when preparing identical dishes every day
- Organized and labeled stock of ingredients
- Prepped vegetables and ingredients by washing, chopping and dicing
- Modified standard recipes to account for ingredient issues, customer requests or substitution for allergen concerns
- Prepped dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate
- Checked inventory levels and recorded supply usage.
- Cleaned and sanitized work areas, equipment, utensils, dishes and silverware.
- Followed health codes when handling food products by wearing protective clothing including hats, gloves and aprons.
- Provided customer service by responding to inquiries regarding menu items or special orders.
Training Specialist/Patient Scheduler
Presbyterian Customer Service Center
Albuquerque, NM
10.2009 - 09.2013
- Educated, coached and mentored over 100 new hires in multiple positions
- Cross trained employees to do other jobs within the business, increasing job skills and productivity
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals
- Identified and communicated to management regarding areas needing additional training
- Evaluated and communicated training participation in reports to management
- Conducted ongoing evaluation to determine effectiveness of programs and make recommendations for necessary modifications
- Trained employees on new software
- Blended businesses goals, mission and values with learning development initiative to deliver high-quality training to employees.
- Responded to incoming calls, scheduling and rescheduling appointments as requested.
- Maintained accurate records of patient visits in the electronic health record system.
- Served as a liaison between physicians, staff, and other healthcare providers.
- Managed physician calendars by scheduling appointments at appropriate times.
- Performed data entry tasks related to patient demographics and billing information.
- Resolved customer service issues quickly and efficiently in a professional manner.
- Ensured compliance with HIPAA regulations when handling sensitive information.
Cashier
Murphy's USA
Albuquerque, NM
11.2023 - Current
- Operated cash register efficiently and accurately. Accepted cash and credit card payments, issued receipts and provided change.
- Performed other duties as assigned by management.
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Stocked shelves with merchandise when needed.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
Education
Valley High School
06.2002
Skills
- Performance Improvement
- Interpersonal Skills
- Spanish Fluency
- Team orientated
- Complaint Handling/Complaint resolution
- Computer Skills
- Documentation And Reporting
- Performance Metrics
- Issue Research
- Customer Service
- Call Control
- Verbal and written communication
- Service Promotion
- Quality Assurance
- Call documentation skills
Languages
Spanish
Professional
Timeline
Cashier
Murphy's USA
11.2023 - Current
Inbound Customer Service Representative
Social Security Adminstration
08.2022 - 02.2023
Team Leader
Whataburger
03.2022 - 07.2022
Food Prep Cooking Assistant
Sunshine Café
08.2018 - 04.2020
Training Specialist/Patient Scheduler
Presbyterian Customer Service Center
10.2009 - 09.2013
Valley High School
Similar Profiles
Doris SmallsDoris Smalls
Claims Specialist at Social Security AdminstrationClaims Specialist at Social Security Adminstration
Monique SmithMonique Smith
Equal Employment Specialist at Social Security AdminstrationEqual Employment Specialist at Social Security Adminstration
Bryan SztukowskiBryan Sztukowski
Claims Specialist at Social Security AdminstrationClaims Specialist at Social Security Adminstration
RICHARD CUMMINGSRICHARD CUMMINGS
Customer Service Representative at Social Security AdminstrationCustomer Service Representative at Social Security Adminstration
Rebecca M BowenRebecca M Bowen
SSS/Attendance Support Social Worker at Albuquerque Public SchoolsSSS/Attendance Support Social Worker at Albuquerque Public Schools