Emma N. Carrero
Grandview,MO
Summary
To obtain a position with the opportunity for growth and advancement.
Overview
10
10
years of professional experience
Work History
Bilingual Customer Service Representative
Pet Resources Center Of Kansas City
12.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales
- Creating spreadsheet to Track the flow of the parking lot.
- Created Clients accounts.
- Checking clients in for their pet's service over the phone and process payments.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
Lead Teacher
Goddard School
07.2021 - 12.2021
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Conferred with parents about student progress to boost family involvement and enhance student support.
- Organized rooms in line with current educational thinking to maximize educational opportunities for students.
- Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
- Worked one-on-one with students and student teachers to increase overall classroom success.
- Developed and optimized rich learning environment by capitalizing on diverse engagement strategies and enriching teaching techniques.
- Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
- Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.
- Maintained detailed records of attendance, test scores and assignment grades for each student to identify trends and rectify issues.
- Increased student involvement in program offerings through strategic redesign of program processes and methods.
- Observed and recorded teacher methods to suggest improvements and increase student interest.
- Designed training program to teach new teachers school guidelines and increase overall success.
IT Caregiver CDA
Greater Bergen Community Action
01.2015 - 06.2021
- Prepared children for success in classroom settings through encouragement and exploration of learning activities.
- Constructed age-appropriate goals and outcomes to assist children with special needs and developmental delays.
- Communicated respectfully and thoughtfully with parents and guardians by remaining sensitive to different families' cultures, values and needs.
- Provided information on developmental milestones to coach families on incorporating modeled interventions into children's daily routines.
- Observed 8 children to recognize and maintain strong awareness of developmental progress.
- Created and managed weekly personal schedule to accommodate visits with families, initial evaluations and reviews.
- Conducted health, sensory and behavioral screenings to prepare observation results.
- Used [Software] to compile, maintain and file all records and documents.
- Developed level-appropriate lessons and activities to support skill-building needs.
- Built and maintained strong parent and student relationships.
- Performed early intervention services and documented results.
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Helped new preschool children get used to classes by giving one-on-one support.
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
- Used COR Advantage to document behavioral, emotional, academic and social growth of over 8 students.
Security Guard
FJC Security
10.2007 - 02.2008
- Responsible for providing advanced support of building security to achieve high levels of readiness Effective and efficient handling of residents in building to provide safety for all Performed daily inspections of fire alarms emergency exits and security cameras
Medical Assistant Intern
West Care Medical Assoc
12.2004 - 02.2005
- 300 hours) Assited with phlebotomy, EKG, Vital signs, Patient injections, Greeted Patients Provided extensive assistance in laboratory Updated Data entry and record fililing
Customer Service Specialist / Sample Clerk
Christopher Highland Inc
06.2000 - 09.2001
- Performed daily inspections of fabric and inventory Provided assistance to customer in selection of merchandise Tracked shipments, placed orders, created schedules, monitored lost prevention
Health Aide Specialist
Premier Home Health Care
09.1999 - 04.2000
- Monitored and cared for elderly Checked Vital signs and medication for patients Provided clean and comfortable environment for relaxation Updated and maintained patient files
Teachers Aid
Taft High School
11.1997 - 02.1998
- Assisted teacher with daily schedule and students curriculum Released print jobs for daily reports for teachers and students Maintained daily records on progress of students and plan next day activities
Education
Certified Medical Assistant -
Caliber Training Institute
High School Diploma -
Jose Villa Mayo High Scool
Puerto Rico, Rio Piedras05.1992
Associate of Science -
Hudson Community College
Jersey City, NJ01.2015
Skills
- COMPUTER SKILLS:
- PC, Laptops, printers Microsoft Word, Microsoft Outlook email and internet familiar
- Upselling Products and Services
- Data Entry and Maintenance
- Call Documentation
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Interpretation and Translation Services
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Answering Customer Questions
- Inbound and Outbound Calling
- Document Conversion
- Call Transfers
- Customer Service and Assistance
- Credit Card Payment Processing
- Customer Information Databases
- Statement Billings
- Billing Adjustments and Refunds
- Policy and Procedure Adherence
- Patient and Empathetic
- Assisting Dispatch
- Directing Calls
- Answering Emails
- Critical Thinking
- Online Chat
- Complaint Response
Timeline
Bilingual Customer Service Representative
Pet Resources Center Of Kansas City
12.2021 - Current
Lead Teacher
Goddard School
07.2021 - 12.2021
IT Caregiver CDA
Greater Bergen Community Action
01.2015 - 06.2021
Security Guard
FJC Security
10.2007 - 02.2008
Medical Assistant Intern
West Care Medical Assoc
12.2004 - 02.2005
Customer Service Specialist / Sample Clerk
Christopher Highland Inc
06.2000 - 09.2001
Health Aide Specialist
Premier Home Health Care
09.1999 - 04.2000
Teachers Aid
Taft High School
11.1997 - 02.1998
Certified Medical Assistant -
Caliber Training Institute
High School Diploma -
Jose Villa Mayo High Scool
Associate of Science -
Hudson Community College
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