Karla Urquiza
Sunland ,CA
Summary
Personable and dedicated customer service representative with experience in industry. Solid team player. Proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate with a passion for building relationships, with colleagues and customers.
Overview
7
7
years of professional experience
Work History
Sr. Client Engagement Specialist
Forest Lawn Memorial Park
Glendale, CA
01.2022 - Current
- Present existing and prospective customers with valuable information.
- Answer inbound calls, chats, and emails to facilitate customer service, providing frontline customer support. Establish effective communication channels with clients.
- Keep records of customer interactions, thoroughly recording details of inquiries.
- Engage in conversation with customers to understand their needs, resolve issues, and answer questions.
- Respond promptly to customer inquiries via email or telephone calls.
- Develop and maintain relationships with clients to ensure satisfaction.
- Ask screening questions to determine needs, and accurately assist customers.
- De-escalate customer concerns, maintaining a calm, friendly demeanor.
Administrative Assistant
GNG Vinyl Fencing
Los Angeles
05.2021 - 12.2021
- Compiled data from various sources into organized reports for review by management team.
- Answered questions from customers regarding products and services offered by the company.
- Responded to customer issues to provide immediate resolution.
- Maintained inventory of office supplies and placed orders when necessary.
- Scheduled appointments between customers and staff members.
- Provided support to the executive team, including scheduling meetings, and managing calendars.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
Call Center Representative
Titan Upgrades
Glendale
04.2018 - 04.2020
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated customer accounts, addresses and contact information within call management databases.
- Improved product knowledge on continuous basis to provide service and achieve sales quotas.
- Maintained accurate records of customer interactions for future reference.
- Processed orders, forms, applications, and requests accurately and efficiently.
Education
High School Diploma -
Francisco Bravo Medical Magnet High School
Los Angeles 06-2015
Some College (No Degree) -
Los Angeles Pierce College
Woodland Hills, CASkills
- Customer education
- Appointment scheduling
- Payment collection
- Account updating
- Inbound and outbound calling
- Team collaboration
- Active listening
Languages
Spanish
Native/ Bilingual
Accomplishments
- Currently taking a course and will soon take the test to be a Notary.
Timeline
Sr. Client Engagement Specialist
Forest Lawn Memorial Park
01.2022 - Current
Administrative Assistant
GNG Vinyl Fencing
05.2021 - 12.2021
Call Center Representative
Titan Upgrades
04.2018 - 04.2020
High School Diploma -
Francisco Bravo Medical Magnet High School
Some College (No Degree) -
Los Angeles Pierce College
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