Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

FANY MOJICA CHI

Visalia,CA

Summary

Friendly customer service representative with 10 years of dedicated customer service experience. Dedicated to exceeding service goals through effective communication skills and abilities. Expert in word documents and Acis. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate ACIS systems.

Overview

12
12
years of professional experience

Work History

Customer Service Representative/SME Lead

Apria Healthcare
Remote From Home, CA
01.2021 - Current
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Resolved account issues to build rapport and relationships with clients.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • 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.
  • Entered orders into Acis computer database system.
  • Exhibited high energy and professionalism when dealing with customer and staff.
  • Handled over 20-40 calls per shift signing up new customers, keying verbal orders for new and Existing customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored participant workflow and behaviors throughout training process.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Tracked attendance and progress against goals for each participant.
  • Gathered and organized supplementary material to support structured lessons.
  • Handled over 15 to 20 New Hires covering morning reviews and evening meeting.

Sales Supervisor

Skyline Concessions
South San Francisco, CA
08.2019 - 12.2020
  • Organized and coordinated schedules, enabling consistent and adequate staffing for all shifts.
  • Trained, coached and mentored new sales associates for maximum performance.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Checked store merchandise regularly for proper display and replenishment.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Supervised team of 20 employees within areas of customer service, cash handling, inventory, sales and data entry.

Club Supervisor

Sodexo
South San Francisco, CA
09.2018 - 01.2020
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Worked with management team to implement proper division of responsibilities.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Monitored workshop work flow for over 30 employees.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts

Store Supervisor

Pacific Gateway Concessions
South San Francisco, CA
07.2017 - 08.2019
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity.
  • Organized weekly sales reports for sales department to track product success.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Achieved high sales percentage with consultative, value-focused customer service approach. Computed accurate sales prices for purchase transactions.
  • Worked as team member performing cashier duties, product assistance and cleaning.
  • Generated sales and inventory reports in Excel with data from variety of sources, maintaining 100% accuracy rate.
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  • Served as company's only bilingual Spanish/English customer service representative. Assisted customers with store and product complaints.
  • Responsible for ringing up customers in timely manner and guaranteeing high level of customer service.
  • Stocked and rotated inventory regularly.
  • Processed merchandise returns and exchanges.
  • Trained and mentored new cashiers.
  • Greeted customers promptly and responded to questions.
  • Counted and balanced cashier drawers.

Nanny

Dino Stravos
San Francisco, CA
11.2011 - 07.2017
  • Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback
  • Monitored schedules to maintain sleeping, eating and school schedules for children
  • Assisted with light housekeeping duties as well as running errands
  • Taught children everyday skills and language
  • Played games, worked on puzzles and read books to young children
  • Prepared tasty, healthy meals for children to encourage good eating habits
  • Traveled with families to care for children and allow parents private time
  • Studied and took notes from parents about food allergies to understand ingredients and requirements to keep children safe
  • Developed games and activities using arts and crafts to support learning and verbal skills

Education

Some College (No Degree) - Liberals Arts

College of The Sequoias
Visalia, CA
07.2015

High School Diploma -

Redwood High School
Visalia, CA
07.2006

Skills

  • Complaint resolution
  • Order Fulfillment
  • Good listening skills
  • Microsoft Office
  • Data Entry
  • Course Planning
  • Attendance Tracking
  • Monitoring
  • Leadership
  • Presentations and Demonstrations
  • Room Arrangements
  • Documenting Results
  • Team Presentations

Accomplishments

  • Achieved SME lead through effectively helping with Abay classes.
  • Supervised team of 21 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • promoted to SOD and Received training.

Languages

Spanish
Full Professional

Timeline

Customer Service Representative/SME Lead

Apria Healthcare
01.2021 - Current

Sales Supervisor

Skyline Concessions
08.2019 - 12.2020

Club Supervisor

Sodexo
09.2018 - 01.2020

Store Supervisor

Pacific Gateway Concessions
07.2017 - 08.2019

Nanny

Dino Stravos
11.2011 - 07.2017

Some College (No Degree) - Liberals Arts

College of The Sequoias

High School Diploma -

Redwood High School

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FANY MOJICA CHI