Dulce Medina
Irving,TX
Summary
Looking to take my love of helping children learn and grow by encouraging self-esteem and positive mindset in the learning environment while supporting the teacher in their secretarial tasks, organization, and paperwork, where needed.
Overview
11
11
years of professional experience
Work History
Customer Service Representative/Call Center Manager
Mr. Cooper
11.2017 - Current
- Call center environment, answering inbound and outbound calls
- Assisting customers with questions regarding account and taking payments
- I make sure all disclosures are given, and enter requests/corrections as customer needs
- Comment accounts after every call
- I make sure customer's issues are resolved in a timely manner and assist in whatever is possible to provide the best customer experience possible. After 3 months I was Escrow certified and assist customers with inquiries regarding taxes and insurance payments sent to their insurance provider and local county tax office
- Also entered research inquiries and follow up with customers until issue is resolved
- After 2 months I took training to assist with Private Mortgage Insurance (PMI)
- I help customers go through the process for removal of mortgage insurance while following all investor guidelines
- Assist customer with all inquiries and provide correct evaluation types
- I enter all information required to order evaluation selected by customer
- I also assist customers with successor process and account update
- I guide customers through correct path to become successors and acquire correct documents for processing requests
- Four months later I took the role of Team Lead where I assist my manager with all inquiries my team has
- I make sure the area is clean and neat
- I assist my team members with general questions as well as escalations
- I also assist with taking over our team meetings and any other tasks requested
- Help contact customers in case of any delays in orders
- Assist with escalations on getting orders expedited and research all issues
- Assist my team members and manager in everything possible to facilitate customer needs
- Six months later I became a Customer Service Manager Bilingual
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies, and services.
- Coach my team of agents in areas needing improvement to effectively meet goals monthly
- Create and conduct engaging content for team meetings
- Make sure all policies and procedures are being followed
Office Manager and Inside Sales
Texas Restaurant Equipment
03.2017 - 11.2017
- Responsible for managing office work and duties
- Record time sheets, receive and check merchandise coming to inventory
- Create, send and track orders with distributors
- Responsable for all inside sales
- Get customer prices and equipment need it
- Place pricing on all merchandise and make sure all Equipment gets tested before leaving our facility
- Keep track of all Equipment sold thru eBay account as well as our retail store
- Gather all information from customer to get Equipment shipped within and out of state
- Create Equipment quotes for customer and answearing any questions regarding Equipment
- Make great sales and keep up the good work to help the company grow.
Office Assistant/Customer Service Rep.
Texas Restaurant Equipment
03.2016 - 03.2017
- Collect payment from customers, record payments into the system, answer phone calls all the day, help organize payments as well as scheduling pick up times
- Print and fax costumer's information
- Make freight paper work for shipment in and out of state
- Schedule FedEx pick ups, create labels and turn it in to warehouse for pick up
- Advertise new products and equipment everyday
- Maintain office clean and neat
- Assist customer's questions and concerns.
Cashier/Customer Service/ Retail Associate
TJMaxx
01.2015 - 03.2016
- Responsibilities: Cashier- give fast paced checkout, help with ticket prices, organize and run merchandise to the sales floor, greet and thank every customer and engage with every customer everyday.Markdown leader- organize Markdown team, guide them and answer any question
- Help the back room and bring merchandise to the floor
- Make ticket prices, organized merchandise after markdown and follow up next day.
Site Supervisor at Schulze Elementary
Amadi Guess Foundation
08.2014 - 06.2015
- Responsibilities: Organized associates with student groups
- Responsible for attendance/ in and out shifts, meal count, lesson plans and teaching my own group of students
- Send all paperwork to headquarters by Friday
- Keep in contact with program coordinator and parents.
Cashier
El Ahorro Super Market
06.2013 - 01.2014
- Offer fast paced checkout, keep area clean, organize merchandise, help customers find specific items and answer calls from customers.
Student Teacher
Ready Set Teach
01.2013 - 01.2014
Volunteer
Oakview Baptist Church
01.2013 - 12.2013
- Volunteer for Childrens Christmas Party.
Food Service Worker
Taco Cabana
06.2013 - 08.2013
Education
MacArthur High School
Sam Houston Middle School
Townsell Elementary School
Associate of Arts - Education
Dallas College
Irving, TX05.2028
AEL Teacher Assistant Program
Dallas College
Irving12.2023
Skills
- Bilingual
- Fast learner
- Organized
- Dedicated
- Team player
- Classroom Management
- Group and Individual Instruction
- Materials Preparation
References
- Arthur Perez, Store Manager, (214) 614-9376
- Donna Hill, TJMaxx Store Manager, (972) 556-0206
- Victoria Goodlow, AmadiOrganization, (972) 733-0176
Languages
English
Spanish
Timeline
Customer Service Representative/Call Center Manager
Mr. Cooper
11.2017 - Current
Office Manager and Inside Sales
Texas Restaurant Equipment
03.2017 - 11.2017
Office Assistant/Customer Service Rep.
Texas Restaurant Equipment
03.2016 - 03.2017
Cashier/Customer Service/ Retail Associate
TJMaxx
01.2015 - 03.2016
Site Supervisor at Schulze Elementary
Amadi Guess Foundation
08.2014 - 06.2015
Cashier
El Ahorro Super Market
06.2013 - 01.2014
Food Service Worker
Taco Cabana
06.2013 - 08.2013
Student Teacher
Ready Set Teach
01.2013 - 01.2014
Volunteer
Oakview Baptist Church
01.2013 - 12.2013
MacArthur High School
Sam Houston Middle School
Townsell Elementary School
Associate of Arts - Education
Dallas College
AEL Teacher Assistant Program
Dallas College