Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Griselda Garcia

Valley Center,CA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions. Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.

Overview

32
32
years of professional experience

Work History

Case Manager/Call Center Agent/Data Entry Clerk

Recruiting For Purpose
01.2024 - 08.2024
  • Engaged with 85 clients weekly via phone and in-person to update their housing statuses, assess their well-being, and connect them with community resources.
  • Demonstrated empathy towards clients as disaster victims, using trauma -informed language, de-escalation techniques, and motivational strategies.
  • Managed 60-80 inbound calls daily, swiftly resolving client queries and seamlessly transitioning calls into comprehensive case management sessions.
  • Recorded detailed client notes in the CRM database, documenting discussions, concerns, and actions taken with meticulous data entry and reconciliation.
  • Conducted thorough reviews of clients' CRM profiles and conversation histories prior to each case management session.
  • Facilitated urgent lodging arrangements, especially during hotel extension deadlines, ensuring clients had safe and comfortable accommodations tailored to their needs.
  • Documented client incidents at partner hotels, addressing Code of Conduct breaches, collecting hotel statements, and preparing Incident Reports for Supervisor review.
  • Ensured accuracy of client profile data for precise reporting to funder, addressing missing information during case management calls, and resolving discrepancies.
  • Maintained confidentiality for 1,000+ client cases across CRM databases, emails, calls, paper files, fieldwork, and hotel booking systems.
  • Solicited eligibility documents from clients, ensuring compliance with program requirements, and meticulously reviewed documents for criteria fulfillments.
  • Tracked project progress using live Excel worksheets to facilitate collaborative efforts.
  • Conducted fieldwork at partner hotels, providing personalized support to clients and fostering crucial relationships with hotel managers.
  • Analyzed data in both CRM database and booking platform.
  • Identified discrepancies in clients' hotel vouchers, such as erroneous dates and duplicates.
  • Maintained positive relationships with partnered hotels and clients to conduct regular communications for research purposes.
  • Verified hotel stay dates and expenditures with partnered hotels and updated hotel vouchers in database
  • Calculated estimated voucher expenditures based on hotel daily rate.
  • Reconciled dates and expenditures between hotel booking platform and Equus database.
  • Thoroughly researched client profiles to include case notes, uploaded documents and paper files.
  • Conducted research and provide evidence for disputed expenditures.
  • Documented evidence for disputed expenditures within database.
  • Collaborated with case managers to track and verify clients' relocations.


Customer Service Representative

North County Transit District
08.2000 - 07.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Balance extraordinary services with fast paced PC/Phone multitasking skills while navigating through computer applications
  • Sell transit fare media and reconcile the cash register
  • Process and complete applications for senior/disabled/Medicare reduced fares.
  • Provide appointment scheduling support including maintaining up to date daily records.
  • Comment effectively sometimes In highly sensitive and/or stressful situations.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Secretary/Receptionist

Select Services Temp Agency
02.1997 - 08.2000
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Corresponded with clients through email, telephone or postal mail.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.

Cashier Team Lead

Boston Market
06.1995 - 01.1997
  • Trained team members on cash register operation and cash handling.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Operated POS cash register and equipment to collect payments.

Cashier Shift Supervisor

Little Caesar's Pizza
11.1992 - 06.1995
  • Completed store opening and closing procedures.
  • Handled cash register operations by applying coupons, giving customer totals and processing cash and credit card payments.
  • Operated pizza oven and other kitchen equipment safely.

Education

Escondido High School
Escondido, CA
1993

Skills

  • Customer Service
  • Cash handling abilities
  • Credit Card Payment Processing
  • Managing Multiple Tasks
  • POS Systems Expertise
  • Case Management
  • Administrative and Office Support
  • English/Spanish translation
  • Verbal and Written Communication
  • Community Service Programs
  • Application Processes
  • Scheduling and Appointment Setting
  • Behavioral Disorders
  • Filing
  • Positive Attitude
  • Data Entry
  • Cashier
  • Paperwork Processing
  • CRM Software
  • Call Center experience
  • Receptionist

Languages

Spanish
Native or Bilingual

Timeline

Case Manager/Call Center Agent/Data Entry Clerk

Recruiting For Purpose
01.2024 - 08.2024

Customer Service Representative

North County Transit District
08.2000 - 07.2021

Secretary/Receptionist

Select Services Temp Agency
02.1997 - 08.2000

Cashier Team Lead

Boston Market
06.1995 - 01.1997

Cashier Shift Supervisor

Little Caesar's Pizza
11.1992 - 06.1995

Escondido High School

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Griselda Garcia