Karla Baranda
Tooele
Summary
Dynamic and goal-oriented professional transitioning into real estate, bringing over seven years of customer service experience with expertise in leadership, quality assurance, and client-focused solutions. Highly adaptable and results-driven, with a strong ability to oversee operations, ensure accuracy, and maintain high standards. Adept at managing multiple projects while fostering strong relationships through effective communication and collaboration. Passionate about leveraging attention to detail and problem-solving skills to deliver exceptional service in real estate transactions. Excited to apply my background and ambition to help clients navigate the buying and selling process with confidence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Real Estate Agent
Coldwell Banker Realty
11.2024 - Current
- Advertised client properties through websites, social media, and real estate guides.
- Advised clients on market conditions and property value for informed decision-making.
- Developed and maintained relationships with clients through networking, postcards, and cold calling.
Quality Assurance Specialist
Yoli, LLC
07.2022 - Current
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Developing standard operating procedures for various contact types, along with supplying resources tailored to these contacts, to assist agents in delivering outstanding customer service.
- Proficient in developing a scorecard to assess and oversee performance, aimed at achieving outstanding results in customer service
Customer Service Supervisor/Call Center
Yoli, LLC
07.2022 - 07.2023
- Overseeing a team of agents to enhance performance in the call center, regulating call volume, delivering training for agents, conducting evaluations of call quality, and performing semi-annual performance assessments for agents.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Customer Service Agent - Call Center
Yoli, LLC
06.2021 - 07.2021
- Managing the placement, modification, and cancellation of orders, as well as supplying information regarding order status.
- Responded to inquiries and provided customers with detailed information regarding our compensation plan, along with various elements of company policies and procedures.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Front Desk Receptionist/ Dental Assistant
Dr Jerry F Maymi & Associate Family And Cosmetic Dentistry
03.2021 - 05.2021
- Organizing patient appointments for treatment through Dentrix, assisting alongside the dentist, ensuring sterilization protocols are followed, and presenting treatment plan options to patients.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Sterilized rooms and prepped equipment and instruments for multiple procedures daily.
Customer Service Agent - Call Center
Yoli Better Body
06.2018 - 03.2021
- Managing the placement, modification, and cancellation of orders, as well as supplying information regarding order status.
- Responded to inquiries and provided customers with detailed information regarding our compensation plan, along with various elements of company policies and procedures.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Employee Benefits Representative - Call Center
Kelly Services
09.2017 - 04.2018
- Offered comprehensive expertise in insurance plans, supplying policy details and facilitating enrollment during the annual enrollment period or as specified by the employer for both active and retired employees.
- Offer support for direct billing and assist in the reissuance of W-2 forms.
Education
Real Estate License - Real Estate
Kaplan University
1801 E Kimberly Rd, Davenport, Iowa 5280708-2024
High School Diploma -
HUNTER HIGHSCHOOL
West Valley City06.2017
Skills
- Time Management
- Problem-solving skills
- Customer Service
- Team Building and Leadership
- Call Monitoring
- Employee Scheduling
- Proficient in Microsoft word and Excel
- Detail Oriented
- Quality Assurance
- Analytical Thinking
- Call center experience
- Mentoring and training
Certification
- Driver's License
- OSHA certified
- Dental Radiology Certified
- CEREC certifiedorthodontic certified
- Certified Dental Assistant
- BLS/CPR
- Licensed Realtor
Additional Information
SKILLS & ABILITIES include 90 WPM, 10-key
Languages
Spanish
Native or Bilingual
Timeline
Real Estate Agent
Coldwell Banker Realty
11.2024 - Current
Quality Assurance Specialist
Yoli, LLC
07.2022 - Current
Customer Service Supervisor/Call Center
Yoli, LLC
07.2022 - 07.2023
Customer Service Agent - Call Center
Yoli, LLC
06.2021 - 07.2021
Front Desk Receptionist/ Dental Assistant
Dr Jerry F Maymi & Associate Family And Cosmetic Dentistry
03.2021 - 05.2021
Customer Service Agent - Call Center
Yoli Better Body
06.2018 - 03.2021
Employee Benefits Representative - Call Center
Kelly Services
09.2017 - 04.2018
Real Estate License - Real Estate
Kaplan University
High School Diploma -
HUNTER HIGHSCHOOL
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