Gerardo Carrasco
Yuma,AZ
Summary
Dedicated hard worker with 10 plus years assisting customers in fast-paced, high-volume companies. Highly professional when asking open-ended questions to determine costumer's needs and offer solutions. Proudly achieved outstanding customer service ratings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Phone Representative
Convey Health Solutions
05.2018 - 04.2020
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Attended telephone skills and program information training sessions to boost aptitude.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promoted available products and services to customers during service, account management, and order calls.
Shift Leader
Walgreens
06.2010 - 12.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Completed cash and credit card transactions accurately using POS software.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Enforced company policies and regulations with employees.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Conducted performance reviews and provided staff with feedback and guidance.
- Developed and implemented new processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Created and managed project plans, timelines and budgets.
Corrections Time Computation Representative
Arizona Department Of Corrections
05.2017 - 08.2017
- Responsible in calculation of a resident's release eligibility.
- Assists in the institution's release processes.
- Auditing of intake documents for accuracy.
- Monitoring/Recalculation of release eligibility dates due to; forfeiture of release credits and a change in release credits because of disciplinary sanctions.
- Completed intake paperwork, fingerprints, and searches.
Education
No Degree - HVAC Installation And Repair EPA 608 Certification
Arizona Western College
Yuma, AZ04.2023
High School Diploma -
Mira Loma Christian School
Riverdale, CA04.2012
Skills
- Answering Questions
- Quick learner
- Technical Support and Assistance
- Call Control Skills
- Critical Thinking
- Computer Literate
- Customer Communication
- Technical Troubleshooting
- Documentation
- Database Research
Certification
- Certified HVAC EPA 608
Fishing
Like most people, I enjoy fishing because of the thrill and the challenge involved. It really is a thrill sitting in a boat with the anticipation of of a fish snagging your lure.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Phone Representative
Convey Health Solutions
05.2018 - 04.2020
Corrections Time Computation Representative
Arizona Department Of Corrections
05.2017 - 08.2017
Shift Leader
Walgreens
06.2010 - 12.2017
No Degree - HVAC Installation And Repair EPA 608 Certification
Arizona Western College
High School Diploma -
Mira Loma Christian School
Similar Profiles
Quenteria JenningsQuenteria Jennings
Customer Service & Scheduling Specialist at Convey Health SolutionsCustomer Service & Scheduling Specialist at Convey Health Solutions
Ulises MagdalenoUlises Magdaleno
Customer Service Representative at Convey Health SolutionsCustomer Service Representative at Convey Health Solutions
Shari SimpsonShari Simpson
Grievance Specialist Seasonal at Convey Health SolutionsGrievance Specialist Seasonal at Convey Health Solutions
Jeremy BarbosaJeremy Barbosa
Supervisor at Convey Health SolutionsSupervisor at Convey Health Solutions
Daniel MillerDaniel Miller
Sleep Professional / Sales Associate at Sleep NumberSleep Professional / Sales Associate at Sleep Number