Denisse Garcia
Nogales,Arizona
Summary
Bilingual in Spanish and English, I enhance organizational efficiency through active listening and conflict resolution. Recognized for fostering collaboration and improving performance metrics, I bring strong multitasking abilities and attention to detail to every project.
Overview
3
3
years of professional experience
Work History
Secretary
Carm's Builders
11.2010 - 06.2011
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
Call Center Supervisor
SYKES
05.2008 - 11.2010
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Education
Master of Science - Addiction Counseling
Grand Canyon University
Phoenix, AZ07-2025
Bachelor of Science - Substance Abuse And Prevention
Grand Canyon University
Phoenix, AZ12-2022
High School Diploma -
Nogales High School
Nogales, AZ05-2007
Skills
- Bilingual (Spanish and English)
- Effective communication
- Team collaboration
- Conflict resolution
- Active listening skills
- Leadership qualities
Timeline
Secretary
Carm's Builders
11.2010 - 06.2011
Call Center Supervisor
SYKES
05.2008 - 11.2010
Master of Science - Addiction Counseling
Grand Canyon University
Bachelor of Science - Substance Abuse And Prevention
Grand Canyon University
High School Diploma -
Nogales High School
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