FRANCES CACERES
San Bernardino,CA
Summary
I am a highly motivated individual seeking a full-time position that presents professional challenges and allows me to utilize my interpersonal skills, excellent time management and problem-solving abilities. I have experience working with various systems such as Zoom, Teams, Twilio Flex, Salesforce, Google docs, Outlook and eClinicalWorks.
Overview
9
9
years of professional experience
Work History
Bilingual Call Center Quality Analyst
Foundation for California Community Colleges
10.2022 - Current
- Provides accurate and timely reports to every department and meets daily deliverables.
- Monitors both live and remote calls on a daily basis and provides suggestions to enhance the quality of service and improve overall customer experience.
- Reviews PEBT applications to determine eligibility, creates cases and transfers data.
- Attends weekly team meetings to report progress and provide quality supervisor with weekly call reviews.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Bilingual Call Center Agent
Foundation for California Community Colleges
02.2022 - 10.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of the program and service information to offer knowledgeable and educated responses to diverse customer questions.
- Handles calls regarding benefits and eligibility in an empathetic manner while using available resources provided.
- Documents call notes and cases as necessary while updating and uploading to the CRM.
Customer Service Representative
Latino Kids Health
01.2018 - 05.2020
- Managed large amount of inbound calls, emails and faxes which generated lead sales for the clinic
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Clinical Instructor
United Educational Institute
04.2015 - 01.2018
- Provided educational lectures and communicated course standards and learning objectives to students.
- Maintained student records in compliance with the regulations set by the educational institution.
- Provided immediate and constructive feedback to students individually and as group.
- Conducted clinical simulations and provided feedback for each individual student.
Education
Associate of Science - Business Management And Supervision
Rio Hondo College
Whitter, CAHealth Science And Medical Technology
San Diego University
San Diego Skills
- Fluent in Spanish
- Data Management
- Conflict Resolution
- Customer Support
Timeline
Bilingual Call Center Quality Analyst
Foundation for California Community Colleges
10.2022 - Current
Bilingual Call Center Agent
Foundation for California Community Colleges
02.2022 - 10.2022
Customer Service Representative
Latino Kids Health
01.2018 - 05.2020
Clinical Instructor
United Educational Institute
04.2015 - 01.2018
Associate of Science - Business Management And Supervision
Rio Hondo College
Health Science And Medical Technology
San Diego University
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