Alma Carrasco
Citrus Heights,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in solving team and customer issues. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Bilingual Call Center Lead
Foundation for California Community Colleges
11.2021 - 12.2023
- Monitored and provided assistance to a team of 45+ agents as a dedicated team lead, ensuring smooth operations and addressing any challenges promptly
- Maintained a strong working knowledge of program eligibility guidelines and benefits
- Served as first point of contact for call center agent support including technical assistance, support with de-escalating calls, and troubleshooting; handled escalated calls as needed
- Identified appropriate call center quality benchmarks based on contractual obligations and industry standards by monitoring call interactions
- Prepared, collected, and analyzed summary of reports, for client use
- Established, monitored, and evaluated staff's performance and development targets and team engagement
- Provided day-to-day support and worked with staff to ensure a high performance, customer service-oriented work environment that supports contractual obligations and the organization's mission, objectives, and values
- Planned and administered functions associated with compliance monitoring and program evaluation with a heightened focus on customer satisfaction and service quality
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with callers seeking supervisor assistance
- Devised strategies to optimize representative performance
- Ensured adherence to policies and procedures
- Monitored performance metrics such as call abandonment
- Reported issues and discrepancies to management
- Conducted team exercises for skill enhancement
- Mentored team members through quality assurance reports
- Ensured consistent information relayed across teams
- Facilitated performance discussions with supervisors.
Bilingual Call Center Agent
Foundation For California Community Colleges
08.2021 - 11.2021
- Provided accurate account information and answered inquiries
- Troubleshooted issues and documented case notes
- Escalated inquiries when necessary
- Determined client eligibility by comparing information to requirements
- Routed calls to appropriate resources after research
- Handled multitasking and remained calm under pressure
- De-escalated calls effectively
- Followed up on complex problems and reported to management
- Updated call notes and reports as necessary
- Obtained and evaluated relevant data for handling complaints
- Recorded details of comments, inquiries, and actions taken
- Identified and alerted management of customer call trends
- Maintained quality results through consistent attendance.
- Met customer call guidelines for service levels, handle time and productivity.
Bilingual Customer Service Representative
2.1.1 L.A. County
02.2021 - 08.2021
- Responded to calls and chats from Los Angeles County residents regarding COVID-19 inquiries
- Helped residents schedule vaccination appointments
- Utilized designated websites for appointment scheduling
- Searched computer database for human service provider referrals
- Submitted accurate documentation for all interactions
- Contributed to team meetings and training as a team member.
Bilingual Technical Support Advisor
Apple Inc.
02.2020 - 01.2021
- Responded to customer service calls and provided issue resolution
- Demonstrated technical expertise in hardware installation and updates
- Worked independently and collaboratively to address customer concerns
- Assisted with product setup and instructed users on iPhone usage
- Managed multiple windows and applications for efficiency
- Scheduled appointments and followed up with customers promptly
- Educated customers on product usage and Apple technology
- Scheduled appointments with Apple stores or authorized retailers
- Entered service call information at 70 wpm
- Communicated company policies and warranties accurately.
Education
High School Diploma -
Highlands High School
Sacramento, CA05.2018
Skills
- Adaptability
- Coaching
- Communication
- Conflict Resolution
- Customer Service
- Leadership
- Phone Etiquette
- Time management
- Typing
Certification
- Anai Villegas-Garcia, (916)-385-6668
- Maximilliano Oceguera, (925)-321-9916
- Julius Torres, (661)-497-4590
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Call Center Lead
Foundation for California Community Colleges
11.2021 - 12.2023
Bilingual Call Center Agent
Foundation For California Community Colleges
08.2021 - 11.2021
Bilingual Customer Service Representative
2.1.1 L.A. County
02.2021 - 08.2021
Bilingual Technical Support Advisor
Apple Inc.
02.2020 - 01.2021
High School Diploma -
Highlands High School
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