Joanna Garcia
Victorville,CA
Summary
Personable, friendly and solution-oriented with over ten years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Equipped for fast-paced work and changing daily needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Public Storage
Remote , California
07.2021 - Current
- Blended agent assisting with three lines of business; Customer Service, Sales, and Escalations.
- Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Exceeded all customer service and sales metrics on monthly basis.
- Answered inbound customer calls with account inquires, assisted with payments, and submitted account requests.
- Received inbound Sales calls, assessed customers storage needs and booked reservations.
- Walked customers through online rental application.
- Assisted with escalated customer request such as account credits and rent decrease.
Clinical Coordinator
Curative Medical Inc
Riverside, CA
12.2020 - 07.2021
- Guided doctors and nurses through on-boarding process.
- Organized weekly group discussion meetings for committees.
- Set up new hire company emails and made sure all online trainings were properly assigned.
- Set up mobile sites for testing and vaccines.
- Checked in all patients for appointments and made new appointments for walk up patients.
- Guided patients through self-administered tests and prepared trays for vaccines to be administered.
- Completed online training and retraining to comply with all federal, state, and local laws.
Administrator
Twin Palms
Torrance, CA
05.2017 - 05.2018
- Administered, coordinated, and directed all operations of two Residential Care Facilities.
- Coordinated residents medical care with Home Health Care and Hospice nurses.
- Consistently complied with applicable laws and regulations and ensured facility adhered to State Licensing standards.
- Established and enforced daily check list to record physical and mental well-being of residents.
- Interviewed, hired, and oriented staff and managed ongoing staff development initiatives.
- Inspected facilities and recommended changes to improve facility's readiness and level of compliance.
- Completed weekly staff schedules and payroll for 8 employees.
Senior Fraud Analyst
Bank of America
Pasadena, CA
08.2015 - 08.2016
- Analyzed account transactions thoroughly to trace activity and determine action to be taken.
- Recognized changing patterns and techniques used by fraud perpetrators to achieve overall fraud management goals.
- Blocked usage of cards and placed account holds to limit potential losses.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Recognized by management for providing exceptional customer service.
- Worked effectively in call center environment to handle high inbound and outbound call volumes.
Sales Agent
Public Storage
Glendale, CA
06.2012 - 07.2015
- Received inbound calls from potential customers and assessed their storage needs.
- Made recommendations to customers based on their storage needs, geography, and unit availability.
- Chosen as blended agent to support needs of multiple lines of business.
- Contributed to team efforts by successfully accomplishing monthly sales goals and consistently meeting and exceeding all metrics.
Small Business Service Specialist
Bank Of America
Glendale, CA
10.2007 - 10.2010
- First call resolution to Small Business clients.
- Deepened and retained relationships with business customers through service and sales.
- Facilitated on-boarding process to coach new employees on company procedures and duties.
- Prepared materials for conversion of one department to new line of business.
Education
High School Diploma -
California State Los Angeles
Skills
- Dependable and hardworking
- World class customer service
- Team player
- De-escalation Techniques
- Verbal and Written Communication
- Strong Analytical and Problem Solving Skills
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- CRM Software
- Regulatory Compliance
Certification
- RCFE Administrator Certificate
Additional Information
- RCFE Administrator Certificate
- Knowledge of HIPPA laws
- Knowledge of Title 22 Regulations
- Knowledge of OSHA Safety Regulations
Timeline
Customer Service Specialist
Public Storage
07.2021 - Current
Clinical Coordinator
Curative Medical Inc
12.2020 - 07.2021
Administrator
Twin Palms
05.2017 - 05.2018
Senior Fraud Analyst
Bank of America
08.2015 - 08.2016
Sales Agent
Public Storage
06.2012 - 07.2015
Small Business Service Specialist
Bank Of America
10.2007 - 10.2010
High School Diploma -
California State Los Angeles