Gina Reyes
Los Angeles,United States
Summary
Knowledgeable and dedicated customer relations professional with extensive experience in the customer service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
4
4
years of professional experience
Work History
Client Relations Representative
Standard Sales
11.2023 - Current
- Processed an average of 150 customer transactions weekly with a 97.5% accuracy rate, ensuring all data was meticulously entered and customer issues were resolved promptly, which improved overall customer satisfaction.
- Managed an average of 10 daily B2B orders, totaling $11,000 or more, while prioritizing accuracy and timeliness in updating account information such as ship-to details, payment methods, pro-forma/CUSMA documentation, order specifics, pricing, and payment records.
- Facilitated efficient communication between two warehouses to ensure precision in all freight quotes, picking slips, and implementation of optimal delivery practices tailored to our e-commerce accounts.
Dispatcher
Platinum Security
05.2023 - 11.2023
- Consistently achieved high employee satisfaction scores of over 95% through tactful and effective communication in telephone operations, while managing a high-volume call load of 150+ calls per day.
- Demonstrated exceptional telephone etiquette resulting in a 20% increase in customer retention. Adeptly managed multiple tasks, maintaining a 98% accuracy rate in task completion.
- Assisted the Los Angeles County scheduler in efficiently filling vacant time slots, resulting in a 20% reduction in scheduling gaps. Coordinated guard assignments and training sessions, ensuring seamless operations and enhancing team productivity.
Customer Care
American Botanical Pharmacy
04.2022 - 05.2023
- Trained 2 new full-time employees on navigating the Manufacturing Operations Management System (MOM), resulting in a 40% reduction in onboarding time. Oversaw their proficiency in entering payment and customer details, and organizing customer interaction logs, ensuring accuracy and efficiency in operations.
- Delivered technical support to customers via phone and email across diverse company products, achieving a 90% success rate in resolving issues promptly. Maintained high customer satisfaction scores through clear communication and effective troubleshooting strategies.
Customer Service Rep
VXI Global Solutions
04.2020 - 03.2022
- EBT support role, efficiently handled calls from 8+ states, maintaining accuracy and clarity in communication. Facilitated prompt resolution for lost, stolen, or damaged card replacements, resulting in a 30% decrease in processing time. Directed customers to the appropriate Social Security office, streamlining assistance process.
- Managed the Spanish PEBT children's program during the pandemic, overseeing card replacements and verifying child eligibility. Directed parents to the relevant department, facilitating efficient assistance processes. Ensured timely disbursement of necessary funds, resulting in a 20% decrease in processing time and improved customer satisfaction.
- Achieved and sustained an average evaluation score of 97% or higher for audits and quality control over a continuous period of 6+ months, demonstrating consistent excellence in performance and adherence to quality standards.
Education
Certification - UX/UI
Thinkful
Remote03.2023
Skills
- CRM Software
- Microsoft Office Suite
- Phone Etiquette
- Time Management Skills
- 60 WPM
- Conflict Resolution
- Team Player
- Google Workplace
- UX/UI Design
- Data Entry
- Quality Assurance
- Technical Troubleshooting
- Product/Service Knowledge
- Issue and Complaint Resolution
- Product and service knowledge
- Quality Control
- De-Escalation Techniques
- Professional telephone demeanor
- Customer Data Confidentiality
- Inbound Call Management
- Customer Relationship Management (CRM)
- Order Processing
- Call Center Operations
- Call Documentation
- Order and Refund Processing
- Cross-Functional Collaboration
- Remote Office Availability
- POS Systems and Ordering Platforms
- Complaint Investigation
Timeline
Client Relations Representative
Standard Sales
11.2023 - Current
Dispatcher
Platinum Security
05.2023 - 11.2023
Customer Care
American Botanical Pharmacy
04.2022 - 05.2023
Customer Service Rep
VXI Global Solutions
04.2020 - 03.2022
Certification - UX/UI
Thinkful
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