Ivan Avendano

• Streamlined loan processes for faster transactions, resulting in improved customer experience.
• Maintained a clean, organized store environment that promoted a positive shopping experience for customers.
• Resolved customer complaints promptly and professionally, retaining valuable business relationships.
• Cultivated a professional work atmosphere by enforcing established policies and upholding ethical business practices.
• Increased customer satisfaction by providing exceptional service and building rapport with regular clientele.
• Managed inventory effectively, ensuring optimal stock levels and minimizing excess or outdated items.
• Handled cash transactions accurately while maintaining strict adherence to financial security protocols.
• Evaluated employee performance regularly, offering constructive feedback to support growth opportunities within the team.
• Assisted clients in understanding the loan process, providing clear explanations of terms and conditions for informed decision making.

• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
• Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
• Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
• Developed strong relationships with clients through regular communication and excellent customer service.
• Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
• Developed information on possible scams and new information regarding identity theft and related issues.
• Collect data and input information into different programs to maintain records of victims.

• Handle at least 75 calls per day from clients seeking information on the primary County benefit

programs including CalFresh {Food Stamps/SNAP), Medi-Cal and Cal Works.

• Serve callers in a professional manner and treat all callers with respect.
• Maintain accurate records of services requested and provided, utilizing on-line database system and MS Office products.
• Follow required protocols in delivery of the service and documentation of the contact.
• Accurately document all client interactions in operating systems.
• Use active listening, empathy and conversational intent in all interactions to provide high-quality

confidential assistance for all clients.

• Ask the caller necessary assessment questions to identify, analyze and respond to needs.
• Provide callers with accurate information in a clear and concise manner.
• Maintain control of the call to ensure handle time is kept under the required time.
• Promote community services to callers when appropriate to encourage use of eligible services.

Maintain monthly average client satisfaction rating of 90% as determined by random client satisfaction

surveys and call monitoring activities.

• Utilize effective customer service skills to ensure the highest level of client satisfaction with the service.
• Utilize recognized professional and agency standards in carrying out the goal of resolution of the caller's problems.
• Strive to provide first-contact resolution by ensuring that each client's needs are addressed to the best of agent's ability.
• Engage with and contributes to the positive culture of the business, following our core values.
• Seek continuous learning opportunities to promote growth, professional and personal development.
• Assist with special projects as requested.

• Entered data, generated reports, and produced tracking documents.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
• Gathered and organized materials to support operations.
• Responsible for running assembly line efficiently, to send customers quality products, and to communicate changes and procedures to all personnel on assembly line.
• Verifying paperwork for all lots ran daily. Including DHR, inserts, carton labels, substitutions, deviations.
• Completing all applicable paperwork. Includes
• •Line Clearance Form, ECN'S, Daily production report, Cleaning logs and on hold forms.
• Verifying that jobs are received with the correct components per work order B.O.M. from warehouse.
• Assist to enforce company policies and procedures. Build first kits (master sample) for jobs, assign assembly stations, instruct assemblers on proper component placement in the kit, verify work order is being run correctly per PPPF (assembly and wrapping technique).
• Oversee up to 20 people on 1 line.
• Maintain safe/clean work area.

• Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.