Katheline Garcia
Winterhaven,FL
Summary
Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls.
Overview
6
6
years of professional experience
Work History
TSR Agent
Health Care Advantage
North Canton, OH
11.2020 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Documented and detailed calls and complaints using call center's CRM database.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Warm Transfer
- outbound calls
- Appointment scheduling
- Exhibited high energy and professionalism when dealing with clients and staff
- Trained using Five9 CRM to perform services
- Transfer prospects to the correct department
Customer service Rep
Next Rep
02.2018 - 12.2019
- Talk with customers by telephone to provide information about primary care services, take Prospects information and Cancel tours when needed
- Keep records of prospects interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Transfer Prospects to the correct department
- Inbound calls
- Outbound Calls
- Warm Transfer
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Travel Agent
Expedia Cruiseship
, FL
07.2016 - 09.2019
- Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required
- Compute cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rate books, or quote package tour's costs
- Book transportation and hotel reservations, using computer terminal or telephone.
- Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.
Customer Service
Omada Travel
Winterhaven, FL
09.2014 - 11.2014
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Provided ongoing guest service.
- Promised best prices for hotel accommodations and maintained accuracy when determining quotes.
- trained using Salesforce CRM to record rapport of the prospects
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Education
High School Diploma -
POTTSTOWN HIGH SCHOOL
Skills
- Organizational Skills
- Active Listening
- Tracking and Documentation
- Training Materials Development
- Highly Professional
- Multitasking and Prioritization
Languages
Spanish
Timeline
TSR Agent
Health Care Advantage
11.2020 - 03.2022
Customer service Rep
Next Rep
02.2018 - 12.2019
Travel Agent
Expedia Cruiseship
07.2016 - 09.2019
Customer Service
Omada Travel
09.2014 - 11.2014
High School Diploma -
POTTSTOWN HIGH SCHOOL
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