Elsa Castillo

I answer inbound calls from consumers to make complaints, praises, or questions about different food products that they have purchased. I answer the consumer with empathy and apologize for the issue that they encountered with our food products. So then there is a procedure to follow in collecting consumer information so we can send out some coupons or gift cards depending on the amount of the products that was damaged. Then we add the enclosure's of the amount and send them out to there home. I also deal with a lot of very upset consumers because of the issue the had with our food products so I have to deescalate the situation by showing them that they are being heard and understood.

• Set up and activated customer accounts
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Met and exceeded productivity targets by handling every interaction with top-notch customer service
• Performed needs analysis and presented options based on findings to help customers make decisions
• Consulted with customers regarding needs and addressed concern
• Upheld quality control policies and procedures to increase customer satisfaction
• Answered incoming telephone calls to provide store products and services information
• Made outbound calls to obtain account information.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor
• Educated customers on special pricing opportunities and company offerings
• Upheld quality control policies and procedures to increase customer satisfaction
• Asked probing questions to determine service needs and accurately input information into electronic systems
• Reviewed account and service histories to identify trends and resolve issue
• Upheld privacy and security requirements for customer information
• Informed customers about billing procedures, processed payments and provided payment option setup assistance
• Consulted with customers to resolve service and billing issues.

• Processed payments for customers quickly and accurately to exceed productivity standards
• Scanned, priced, and bagged customer groceries quickly to keep lines moving
• Rotated and merchandised products at point-of-sale to improve impulse buy rate
• Inventoried stock and placed new orders to maintain supplies for expected demand
• Tracked company inventories, moved excess stock and arranged products improve sales
• Answered customer questions, provided store information and directed customers to designated store areas
• Verified customer age requirement for alcohol or tobacco purchases
• Processed refunds for worn, damaged and broken merchandise
• Directed cleaning, trash removal and sanitation procedures to keep aisles and register area organized.

• Established good and close relationships with clients
• Consulted clients with clients one on one to get background of meds, family history, and their own back history
• Managed daily appointments and reminders about upcoming appointments
• Reviewed and approved client usage reports to assist accounts receivable team with billing process
• Processed the billing and coding for the Dr
• Made sure paper work was signed, faxed and sent
• I would send the prescription to pharmacy and made sure client was advised.