India Marrero-Haswell
Mansfield,Tx
Summary
Dedicated Customer Service Representative, with 7 years of highly paced call center & managerial experience as well as over 10 years of retail, skilled to create an unforgettable customer service experience. Enthusiastic about sharing my skill set to contribute to company goals, in addition to personal goals and achievements.
Overview
11
11
years of professional experience
Work History
Contact Center Specialist
Baylor Scott & White Health
04.2020 - Current
- As a contact center specialist, my responsibilities include: Scheduling/ Registering new and existing patients, addressing internal and external patient concerns, as well as troubleshooting problems and handling complaints while showing empathy & understanding to each and every caller.
- I started as Contact Center Specialist I, as of February 2021 I was promoted to Contact Center Specialist II. Throughout my time as Contact Center Specialist I have continuously performed over the recommended goal and exceeded every metric, including adherence, attendance, and quality average.
- I assist my supervisor with managerial tasks which include assisting a group of 10-12 individuals, quality review of daily calls from other agents, and reviewing agent processes and actions for accuracy. Ive also been selected several times to assist with other teams/agents & special projects.
Customer Service Representative
Chase
01.2015 - 05.2019
- Within my role at Chase my primary responsibility was to provide an exceptional customer service experience, in a fast pace environment, while providing accurate information and addressing internal & external customer concerns. Throughout my career, I've been awarded Master Key several times. Master Key highlights those with outstanding metrics, which include the ability to be punctual, the level of customer service you provide, and the amount of time you take to assist a customer.
- I was apart of a special project, that allowed me to supervise a small group of about 5-10 people. My responsibility was to manage their call handle time, as well as customer service experience to bring them to a successful metric within the company. Several team leaders relied on me to assists specialists that may have dropped below metric. Sacrificing my own time, for the better good of the company
Head Cashier & Bookeeper
Sprouts
06.2012 - 01.2015
- Oversaw team of 10-12 cashiers and service staff, and scheduled cashiers according to customer levels
- Completed administrative tasks, including maintaining files and books for the store location. Reaching out to necessary external staff and keeping the store in tact for everyday business
- Oversaw hiring process for cashiers, and supporting staff
- Engaged in a positive work environment by consistently treating all employees and customers with respect and consideration
- Maintained knowledge of current sales and promotions
Education
Fayetteville State University
Fayetteville, NCHigh School Diploma - undefined
South View High School
Hope Mills, NC2009
Skills
- 5 years of call center experience
- 10 years of retail customer service experience
- 1 year of bookkeeper experience
- Performance management
- Clear communication skills
- Goal driven
- Empathy and Patience
- Willingness to learn
- Skilled in Microsoft Excel, Microsoft Word
- Technologically savvy
References
Aisha Aguayo - Former Manager : (818) 205-6853
Maricza McKenzie - Colleague : (972) 765-6485
Darielle Anderson - Colleague: (682) 241-2153
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
Contact Center Specialist
Baylor Scott & White Health
04.2020 - Current
Customer Service Representative
Chase
01.2015 - 05.2019
Head Cashier & Bookeeper
Sprouts
06.2012 - 01.2015
Fayetteville State University
High School Diploma - undefined
South View High School