Summary
Overview
Work History
Education
Skills
Timeline
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Erika Capuchino

Edinburg,TX

Summary

Knowledgeable and dedicated professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in training and developing others. Motivated to maintain customer satisfaction and contribute to company success. Documented strengths in building relationships with diverse teams, and working together to help achieve company goals.

Overview

11
11
years of professional experience

Work History

CCR-HPC

Maximus
04.2023 - Current
  • Worked well in a team setting, providing support and guidance to new agents.
  • Skilled at working independently and collaboratively in a group environment
  • Proven ability to learn new concepts quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Self-motivated, with a strong sense of personal responsibility.
  • Participated in classroom settings, demonstrating an ability to work collaboratively and effectively.
  • Proved superior rating for Q2 in attendance (no points), AHT (641), quality (97.22), TRIADS (8.0 overall), Professional and Business Improvement(6 instances or more completed)

CCR

Maximus
12.2022 - 04.2023
  • Provided excellent customer service by responding to client inquiries and helping to find resolution based on their needs.
  • Reduced average call handling time to 641, ensuring prompt service to customers while maintaining quality interactions.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Exceeded monthly performance metrics consistently, rating superior in AHT (641), ADH (98.10%), quality (98.10%), no vendor errors, no attendance points.

Grocery Manager

H.E. Butt Grocery Company
09.2013 - 11.2021
  • Reduced employee turnover by 5% versus previous year boosting morale by fostering a positive work environment and providing regular feedback.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Streamlined store operations for more effective staff scheduling and task allocation.
  • Enhanced store presentation through regular merchandising updates and innovative display techniques.
  • Coordinated with other departments for smooth cross-functional collaboration, enhancing overall store performance.
  • Managed vendor relationships to ensure timely deliveries and consistent product quality.
  • Implemented loss prevention strategies, resulting in reduced shrinkage rates by 10% each quarter to help boost profits year over year.
  • Conducted regular performance evaluations to identify areas for improvement within the team.
  • Optimized ordering processes to minimize stockouts while avoiding excessive inventory levels.
  • Delivered excellent customer service while managing daily operations, increasing repeat business from satisfied shoppers.

Education

BBA - International Business

University of Texas-Pan American
Edinburg, TX
12.2003

Skills

  • Supervision and leadership
  • Fluent in English and Spanish
  • Training experience
  • Communicating with clients
  • Attention to Detail
  • Verbal and written communication

Timeline

CCR-HPC

Maximus
04.2023 - Current

CCR

Maximus
12.2022 - 04.2023

Grocery Manager

H.E. Butt Grocery Company
09.2013 - 11.2021

BBA - International Business

University of Texas-Pan American

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Erika Capuchino