Johanna Poveda
Whittier,CA
Summary
Enthusiastic Sales Support Specialist with 8 years of customer service and order management experience, that adds value to business by providing outstanding customer service, engaging clients and building relationships with buyers. Exhibit strong command of company's customer service policies and remain well-trained in product knowledge to offer quick and accurate assistance to clients. Operate at a high level to consistently meet or exceed business quality and productivity standards. Dedicated to implement my many skill sets, as well as learn new ones in a new professional environment.
Overview
9
9
years of professional experience
Work History
Sales Support Specialist
PEI Genesis
Santa Ana, CA
06.2022 - 07.2024
- Identified and created lists of potential and current clients while maintaining databases of sales.
- Prioritized Sales Representatives to optimize client satisfaction.
- Processed customer orders, returns and kept customers informed about progress.
- Collaborated with internal departments to ensure smooth order processing for customers.
- Managed daily administrative tasks including, updating calendars, coordinating events and organizing correspondence.
- Responded to customer service and product issues, resolving complaints concerning invoices, shipments or product terms of credit.
Administrative Assistant
Brian's Pool Plastering
Buena Park, CA
02.2022 - 06.2022
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Worked along with permit runners to follow-up on status of permits and assure any document, plan or communication is received to the city/ county to help client's permits get approved as quickly as possible.
Senior Client Advocate
Bank of America
Brea, CA
08.2018 - 11.2021
- Oversaw a team of approximately 20 associates through constructive feedback to achieve and sustain performance, and develop long-term career goals in a call center environment.
- Assisted my associates by guiding and providing resolutions to complex client questions and/or concerns.
- Followed-up with my clients after investigating and gathering information to provide with accurate future solutions.
- Drove team performance in an ever-changing environment, with use of critical thinking and extensive knowledge in required background.
- Reduced customer complaints by effectively managing and resolving escalated calls, and providing effective solutions to resolve their problems while ensuring customer satisfactions.
On Job Training Coach
Bank of America
Brea, CA
07.2017 - 07.2018
- Planned and led training tasks for new hires, to enhance associate knowledge, engagement, satisfaction and performance.
- Presented training information via role playing, simulations and team exercises.
- Monitored associated completing work activities to further explain instructions and correct performance gaps.
- Mentored and encouraged associates to develop a strong work ethic by being a positive role model and practicing skills regularly.
Customer Service Representative
Bank of America
Brea, CA
01.2016 - 06.2017
- Collected customer feedback and made process changes to exceed customer satisfaction goals in a call center environment.
- Maintained up-to-date knowledge of line of business and changes in products and/or policies.
- Handled customer inquires, answered questions, and resolved problems in a timely manner.
Education
Bachelor of Arts - Business
University of Phoenix
Tempe, AZ05-2025
High School Diploma -
Western High School
Anaheim, CA06-2013
Skills
- Customer Relationship Management
- Problem Resolution
- Relationship Building
- Fluent in Spanish
- Office Administration
- Multitasking
- Time Management
- Teamwork and Collaboration
Timeline
Sales Support Specialist
PEI Genesis
06.2022 - 07.2024
Administrative Assistant
Brian's Pool Plastering
02.2022 - 06.2022
Senior Client Advocate
Bank of America
08.2018 - 11.2021
On Job Training Coach
Bank of America
07.2017 - 07.2018
Customer Service Representative
Bank of America
01.2016 - 06.2017
Bachelor of Arts - Business
University of Phoenix
High School Diploma -
Western High School
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