Elizabeth Cerda
San Diego,CA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Sharp Healthcare
San Diego, CA
04.2022 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined support processes to enhance service efficiency and response times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Trained new team members on systems and best practices for customer interaction.
- Collaborated with cross-functional teams to address complex customer issues and ensure satisfaction.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Managed escalated technical inquiries for organizational portal, ensuring efficient case handling and customer satisfaction.
- Managed social media engagement to enhance customer satisfaction by responding to and escalating feedback.
- Generated insightful reports, including Voice of Customer (VoC) and Total Joint Endeavor Program reports, to inform strategic initiatives and improve stakeholder engagement.
- Managed and addressed patient inquiries within CRM system to enhance service quality.
Starbucks Barista
Target
Poway, CA
10.2021 - 04.2022
- Delivered exceptional customer service by efficiently taking orders and providing product recommendations.
- Operated espresso machines and brewing equipment to prepare high-quality beverages consistently.
- Maintained cleanliness and organization of workstations, ensuring compliance with health and safety standards.
- Assisted in training new baristas on beverage preparation techniques and customer service protocols.
- Collaborated with team members to optimize workflow during peak hours, enhancing overall service speed.
- Implemented inventory management practices to ensure availability of ingredients and supplies for daily operations.
- Resolved customer complaints promptly, fostering positive relationships and repeat business opportunities.
- Controlled line and crowd with quick, efficient service.
Registered Behavior Technician
ACES (Autism Comprehensive Educational Services)
San Diego, CA
02.2021 - 10.2021
- Implemented individualized treatment plans to enhance client engagement and learning outcomes.
- Conducted behavior assessments to identify triggers and develop effective interventions.
- Utilized behavior redirection techniques.
- Tracked client progress and growth by recording accurate data via CentralReach
- Supported families by building rapport and providing resources and guidance on behavioral strategies at home.
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Facilitated communication between caregivers and clinical staff to promote consistency in treatment approaches.
Customer Service Representative
Raintree Pet Resort + Medical Center
Scottsdale, AZ
04.2019 - 04.2020
- Provided excellent customer service via in person, phone, fax, and e-mail
- Scheduled appointments for the medical, boarding, and grooming center
- Prepared, organized, and discarded medical records/sensitive information
- Financial transactions
- Front office and reception area maintenance
- Prepared pets for overnight stays; Responsible for accurately recording all possessions and documents
Rig Supervisor, Clinic Assistant
VIP Petcare
Tempe, AZ
08.2017 - 04.2019
- Organized and supervised vaccine clinics
- Properly handled and administered vaccines and microchips
- Preformed blood draws
- Resolved any client/staff conflicts
- Assisted in the warehouse by ensuring all clinics were properly stocked and prepared to go to their designated locations in a timely manner
- Managed stock inventory
Librarian Assistant Student Worker
Grand Canyon University
Phoenix, AZ
01.2017 - 01.2019
- Aligned with the Mission, Ethical Position, and Doctrinal Statement of the university
- Assisted students and faculty with any issues/questions via person, phone, and e-mail
- Aided in finding research for both online and on-ground students
- Helped organize and provided great customer service for special events
Education
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, AZ04.2020
Skills
- Bilingual—English and Spanish
- Excellent communication skills
- Phenomenal customer service skills
- Crisis Intervention and problem-solving
- HIPAA compliant
- Computer savvy
- Data entry
- Proficient in Microsoft Programs (Word, PowerPoint, Excel, Outlook)
- Adaptable to varying work environments
- Extremely patient and empathetic
- Strong organizational skills
- Great time management skills
- 65 WPM
- CRM software
- Help desk support
- Live chat support
- Social media support
- Multitasking and organization
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Support Specialist
Sharp Healthcare
04.2022 - Current
Starbucks Barista
Target
10.2021 - 04.2022
Registered Behavior Technician
ACES (Autism Comprehensive Educational Services)
02.2021 - 10.2021
Customer Service Representative
Raintree Pet Resort + Medical Center
04.2019 - 04.2020
Rig Supervisor, Clinic Assistant
VIP Petcare
08.2017 - 04.2019
Librarian Assistant Student Worker
Grand Canyon University
01.2017 - 01.2019
Bachelor of Science - Psychology
Grand Canyon University