Galilea Ochoa
Fort Worth,TX
Summary
Organized, diligent, and dependable candidate that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
4
4
years of professional experience
Work History
Production Technician
Alcon
01.2020 - Current
- Observed machine operations to verify and conformity of packaged products, stepping in to resolve issues promptly and avoid costly production errors and customer reliability.
- Ensured proper paperwork, code dates, literature, and documentation are in accordance with Good Documentation Practices and Standard Operating Procedure.
- Enhanced production efficiency by streamlining processes and optimizing equipment usage.
- Collaborated closely with cross-functional teams for seamless coordination of production activities and timely delivery of finished goods.
Customer Service Representative
DSS Research
07.2019 - 01.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Arts - Business
Tarrant County College District
Fort Worth, TX05.2023
High School Diploma -
Everman High School
Everman, TX05.2019
Skills
- Issues and Complaint Resolution
- Call Documentation
- Call Center Environment
- Decision Making
- Attention to Detail
- Team Leadership
- Microsoft Office
- Microsoft Teams
Accomplishments
- Achieved 60,000 more units by completing new streamlined method running a production line with accuracy and efficiency.
- Leads and trains team of 10-15 staff members daily.
Languages
Spanish
Native or Bilingual
Timeline
Production Technician
Alcon
01.2020 - Current
Customer Service Representative
DSS Research
07.2019 - 01.2020
Associate of Arts - Business
Tarrant County College District
High School Diploma -
Everman High School
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