Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Work Availability
Quote
Timeline
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Ilenia Chanax

Ilenia Chanax

San Francisco,CA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in entertainment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Field Support Representative

Cruise Automation
San Francisco, CA
08.2021 - Current
  • Provide technical support to troubleshoot, repair and maintain operational efficiencies mechanical, and electrical systems.
  • Operated hand tools and power equipment according to company safety procedures.
  • Followed safety procedures to avoid injuries in field.
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Communicated traffic and weather reports to operations team.
  • Overlook and monitor up to 20 vehicles per hour and ensure there are no technical errors.

Workers' Compensation Claims Assistant

Berkshire Hathaway Homestate Companies
Sacramento, CA
02.2021 - 06.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered over 15 customer telephone calls per hour promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Participated in team meetings and training sessions to stay informed about claim updates and changes.
  • Posted payments to accounts and maintained records.
  • Processed and recorded claims.
  • Coordinated with contracting department to resolve payer issues.
  • Communicated effectively with staff members of operations, finance and clinical departments.

Call Center Supervisor

Hornblower Cruises
San Francisco, CA
09.2018 - 10.2020
  • Supervised 25 call center agents in providing excellent customer service to callers requiring assistance for reservation and website sales issues.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Developed process controls and metrics for daily management of call center.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Managed different products in different cities.
  • Assisted with training in a second call center

Promotions Team Member

Entercom Communications Corp.
San Francisco, CA
01.2017 - 10.2018
  • Maintained accurate records of promotional events and customer interactions.
  • Greeted radio listeners warmly and pleasantly answered inquiries.
  • Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
  • Maintained knowledge of current promotions and product features.
  • Worked in public setting
  • Took pictures for Social Media Page

Reservations Agent

Hornblower Cruises
San Francisco, CA
08.2015 - 09.2018
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Handled billing information over phone.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Upsold products to increase revenue.

Barista

Starbucks
San Francisco, CA
08.2014 - 07.2018
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.

Cashier

Target
San Francisco, CA
12.2014 - 08.2015
  • Answered questions about store policies and addressed customer concerns.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.

Education

High School Diploma -

Sacred Heart Cathedral Prep
San Francisco, CA
05.2011

Skills

  • Reading Comprehension
  • Providing Feedback
  • Safety Standards
  • Quality Assurance
  • Microsoft Office
  • Professional Relationships
  • Motivational Leadership
  • Operational Efficiency and Safety
  • Bilingual in English and Spanish

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Additional Information

In addition to work, I am currently taking paralegal studies for Paralegal Certification


On my free time I involve myself in supporting a family Housekeeping Business


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is not only for what we do that we are held responsible, but also for what we do not do.
Molère

Timeline

Field Support Representative

Cruise Automation
08.2021 - Current

Workers' Compensation Claims Assistant

Berkshire Hathaway Homestate Companies
02.2021 - 06.2021

Call Center Supervisor

Hornblower Cruises
09.2018 - 10.2020

Promotions Team Member

Entercom Communications Corp.
01.2017 - 10.2018

Reservations Agent

Hornblower Cruises
08.2015 - 09.2018

Cashier

Target
12.2014 - 08.2015

Barista

Starbucks
08.2014 - 07.2018

High School Diploma -

Sacred Heart Cathedral Prep

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Ilenia Chanax