Jeralyn Carrillo
Mesa,AZ
Summary
Experienced and dependable customer service professional with a diverse background, including cashiering and supervisory roles in a fast-paced non-profit retail environment managing a team of 16 employees. Skilled in high-volume inbound call center operations, resolving customer inquiries, and facilitating payment plans for clients with past-due balances. Known for strong communication, problem-solving, and organizational abilities. Committed to leveraging expertise to drive organizational success and pursue opportunities for leadership and professional advancement.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Joshua's Pest Control
08.2023 - 10.2024
- Effectively managed a high call volume of 12–17 calls per hour, demonstrating exceptional professionalism, efficiency, and multitasking skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Contributed to team success, consistently achieving call center performance metrics.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Trained new personnel regarding company operations, policies and services.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Educated customers about billing, payment processing and support policies and procedures.
- Navigated multiple computer systems and applications to find information.
- Identified and resolved discrepancies and errors in customer accounts.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
Customer Service Representative
GreenWaste Recovery LLC
01.2023 - 04.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments and setting up auto-pay to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Handled 50–100 incoming calls and emails daily, delivering frontline customer support and assisting with product and service transactions.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
Front End Cashier Assistant ( Seasonal)
Costco Wholesale Corp
11.2022 - 12.2022
- Engaged with customers to offer promotions and entitlements that benefit both the customer and the organization.
- Maintained a positive and polite demeanor during interactions with customers ensuring high customer satisfaction.
- Provided support to the cashiers and managers when interacted with customers.
- Maintained site cleanliness and organization as part of routine operations.
- Ensured customers were provided information on company procedures and policies.
Retail Supervisor
Pacific Historic Parks
09.2021 - 08.2022
- Promoted to Retail Supervisor in 3 months with the company and was moved to the company’s primary store located at the USS Arizona Memorial
- Provided quality customer service to ensure that all customers are provided with the resources available at Diamond Head National Park and the USS Arizona Memorial
- Developed and implemented company policies and procedures used for routine and infrequent operations
- Trained new employees on customer service processes ensuring high levels of professionalism in day to day conduct
- Routinely coordinated several thousands of dollars in money transfers ensuring 100% accountability and security for all company profits at the USS Arizona Memorial
- Ensured accountability for all financial discrepancies noticed during daily audits
- Enforced all company standards and policies among all associates and adjudicated issues in an efficient manner
- Verified receipt of all store inventories and ensured accurate inventory stock
- Supervised the day to day operations of 12 employees at the store and was directly responsible for the operations of the narrated/virtual reality department
Housekeeper
Outrigger Waikiki Beach Resort
08.2019 - 08.2021
- Provided highest level of service to maintain hotels prominent status leading high customer satisfaction and repeat business
- Performed housekeeping responsibilities which include providing a high level of professionalism and cleanliness within assigned areas to meet both guests and company standards
- Managed tight deadlines on a routine basis
- Reported all damages and defects in the work areas
- Interacted with hotel guests, ensuring they are supported with excellent customer service
- Assisted with the Food and Beverage department at the hotels private Club Lounge “Voyager 47” as a busser and assisted the server with their duties when they were busy with other things
Elderly Caregiver
Wilson Care Group
05.2019 - 07.2019
- Improved patient outlook and daily living through compassionate care.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Tracked and reported clients' progress based on observations and conversations.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Laundered clothing and bedding to prevent infection.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Engaged clients by conversing and participating in activities and hobbies.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
Reflexologist
Independent Contractor- Self Employed
06.2015 - 01.2019
- Maintained clean, sterile and positive environment to optimize customer comfort, safety and satisfaction.
- Customer pain and soreness released through zoned therapy to reduce pressure points for pain reduction.
- Prioritized and consistently accomplished customer satisfaction and loyalty by fostering relationships with patients.
- Maintained sensitivity and confidentiality related to clients personal information.
- Billing and invoice managed through basic accounting practices leading to managerial decisions executed for profit.
Education
GED -
McKinley High School
Honolulu, HI05.2019
Skills
- Skilled in resolving inquiries, complaints, and managing customer accounts with professionalism and empathy
- Proficient in data entry, billing, payment processing, and account setup
- Adept at analyzing issues and implementing effective solutions to enhance customer satisfaction
- Experienced with Microsoft Office Suite and NCR Counterpoint for documentation, reporting, and case management
- Strong written and verbal communication skills to support clear client and team interactions
- Excels in prioritizing tasks and managing deadlines in fast-paced environments
- Experienced in training and supervising teams to ensure service excellence
Timeline
Customer Care Representative
Joshua's Pest Control
08.2023 - 10.2024
Customer Service Representative
GreenWaste Recovery LLC
01.2023 - 04.2023
Front End Cashier Assistant ( Seasonal)
Costco Wholesale Corp
11.2022 - 12.2022
Retail Supervisor
Pacific Historic Parks
09.2021 - 08.2022
Housekeeper
Outrigger Waikiki Beach Resort
08.2019 - 08.2021
Elderly Caregiver
Wilson Care Group
05.2019 - 07.2019
Reflexologist
Independent Contractor- Self Employed
06.2015 - 01.2019
GED -
McKinley High School
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