LESLIE ZARATE
Fresno ,CA
Summary
As a dedicated Customer Service Representative I provide skills to prioritize and multi-task in fast-paced working environment. I successfully works as part of a team to reach personal and business goals. I am known for successfully handling escalated customer support issues with time management, organization and prioritization qualities .I am an accountable customer service professional demonstrating a high level of ownership and initiative. Quick and effective at decision making, while maintaining excellent customer service. I am also team-oriented and work well in a collaborative environment, yet thrive on personal achievements. Highly motivated and adaptable to different environments, with a versatile work history. Dependable skills at managing diverse needs in challenging, fast-paced environments. Friendly and energetic professional with remarkable communication and prioritization skills.
Overview
18
18
years of professional experience
Work History
Paid Family Leave Customer Service Representative
Employment Development Department
Fresno, California
09.2023 - Current
- Completed day-to-day duties accurately and efficiently.
- Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Recognized by management for providing exceptional customer service.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Facilitated conflict resolution sessions to address complex customer concerns effectively.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Disability Insurance Program Representative
Employment Development Department
Fresno , CA
02.2021 - Current
- Answered incoming calls, providing frontline claimant support or assistance with program and service transactions.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Explained eligibility details to claimants with kindness and respect.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Answered questions and responded to inquiries to deliver high level of service to claimants
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Verified claim data correctness in preparation for processing.
- Reviewed history records to determine benefit eligibility for services.
- Researched medical claims for validity to resolve discrepancies.
- Addressed customer inquiries to provide information and explanations on coverage and terms, expediting claims.
- Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
- Assisted claimants, providers and Employers with problems or questions regarding claims.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
Unit Clerk
Westcare
Fresno
08.2019 - 02.2021
- Recorded Client data in permanent records while maintaining HIPAA compliance and internal standards to protect individual Inpatient or Outpatient treatment information.
- Supported clerical needs including taking messages, scanning documents and routing business correspondence.
- Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant stakeholders.
- Screened calls and collected messages for unit personnel to promote team efficiency.
- Supported patients with timely and knowledgeable response to diverse requests.
- Coordinated internal patient transportation.
- Answered telephone calls, responded to requests for information and routed callers to correct personnel or departments.
- Prepared charts for outpatient and inpatient services.
- Prepared Daily Intake reports compiled from data and disseminated to medical Directors, clinical Directors and program Directors.
- Responded promptly to customer questions via email, reducing phone inquiries.
- Tracked usage of office supplies and placed orders to maintain inventory levels.
- Oversaw office inventory by restocking supplies and submitting purchase orders for new employees.
- Facilitated communication through effective management of incoming correspondences, including phone calls, emails and letters.
Receptionist
West Care
Fresno, CA
04.2019 - 08.2019
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Worked with Intake Specialists and Outpatient Counselors to meet all incoming guest needs, smooth check-in processes and maximize satisfaction
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
- Screened visitors and calls to minimize disruption for office personnel
- Produced and distributed team newsletters, email updates and other forms of communication to maintain efficient communication channels
- Delivered exceptional clerical support every day, including scheduling appointments, transcribing notes and mailing packages
- Received and routed incoming mail and packages to team members, facilitating timely communication and efficient operations
- Trained office personnel for front desk lunch coverage in call etiquette, administrative procedures and appointment setting to give customers and fellow staff consistent, knowledgeable support
- Answered daily phone calls on multi-line phone system and transferred calls
- Generated Daily Intake reports to present decision-makers with valuable data
- Worked professionally to handle all client, vendor and public guest requirements
Customer Service Representative
Internal Revenue Service
Fresno, California
10.2017 - 01.2018
- Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact
- Address wide range of issues/problems that require unique solutions
- Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities
- Secure, analyze and protect sensitive personal and financial information
- Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues
- Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems
Energy Advisor
Copper Ridge Solar
Fresno, CA
09.2016 - 08.2017
- In House Consultation.
- Explain Complete Solar process with customer, and complete sales process.
- Detailed Contract Review Process Customer Credit Check Establish own personal sales opportunities.
- Develop promotional programs to optimize revenue levels.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Over the phone lead generating Daily customer calls on project updates, consultation reminders and answering customer questions regarding their project accounts.
File Clerk
Internal Revenue Service
Fresno, CA
04.2017 - 08.2017
- Work in a number of offices throughout the IRS providing clerical support Receive, open, sort, and distribute both incoming and outgoing mail; route mail to various points within and outside the organization.
- Ensure all mail contains sufficient information for proper delivery.
- Maintain logs for mail accountability purposes Screen documents, forms, and letters addressed or routed to various offices; research correspondence not addressed to specific functional areas.
- Screen material initially identified as "unable to route" to determine information requested and based on thorough knowledge of organization and functions of various offices, determine proper office which the material should be sent.
- Identify forms or documents requiring special priority handling and treat them accordingly.
FIELD ENERGY CONSULTANT
Fresno, CA
12.2015 - 09.2016
- In House Consultation.
- Detailed Contract Review Process Customer Credit Check Complete Sales Force and Consult training.
- Promoted from Field Energy Specialist to Field Energy Consultant.
- Identified prospective customers using lead generating methods.
- Over the phone lead generating.
- Manage customer pipeline.
- Daily customer calls, project updates, consultation reminders and answering customer questions regarding their project account.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Monitored personal sales opportunities, deals in progress and finished contracts.
- Retained and ensured proper handling and care of various existing client accounts.
- Consistently met and exceeded department expectations for productivity and accuracy levels.
- Answered and managed incoming and outgoing calls while recording accurate messages.
FIELD ENERGY SPECIALIST
FRESNO, CA
03.2015 - 12.2015
- Solar Knowledge.
- Lead generator.
- Identified prospective customers using lead generating methods.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Answered and managed incoming and outgoing calls while recording accurate messages.
VISUAL SUPERVISOR
Kohl Department Store
FRESNO, CA
06.2014 - 03.2015
- As a visual supervisor I maintained visually appealing and effective displays for the entire store.
- Helped customers select products that best fit their personal needs.
- Offer exceptional customer service to differentiate and promote the company brand.
- Consult with customers on the latest styles and trends.
- Keep the sales floor clean and maintain neat, orderly product displays.
- Keep current on market and product trends to effectively answer customer questions.
- Direct strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales.
- Inform customers about all product lines and services offered by the company.
- Educated customers on product and service offerings.
- Build customer confidence by actively listening to their concerns and giving appropriate feedback.
- Maintain effective relationships with peers and upper management.
LEVIS AND DOCKERS RECOVERY SPECIALIST
Kohls Department Store
Fresno, CA
08.2013 - 01.2015
- Worked as a team member to provide the highest level of service to customers.
- Lead teams of 5 to 7 people for new merchandise sets and price change merchandise.
- Trained other Denim Specialist how to read planograms and how to recover Levis and Dockers in the fastest and most effective way.
- Verified that all merchandising standards were maintained on a daily basis.
- Maintained friendly and professional customer to co-worker interactions.
- Demonstrated that customers come first by serving them with a sense of urgency.
- Placed special merchandise orders for customers.
- Took initiative in creating an organized and neat denim stockroom.
MANAGER
Fashions & More - FRESNO
, CA
06.2008 - 11.2013
- Opened and closed store, including counting cash, opening and closing cash registers and creating staff daily assignments.
- Key holder.
- Received and processed cash and credit payments for in-store purchases.
- Exceeded targeted sales goals.
- Created strategies to develop and expand existing customer sales.
- Shared product knowledge with customers while making personal recommendations.
- Demonstrated that customers come first by serving them with a sense of urgency.
- Worked as a team member to provide the highest level of service to customers.
- Maintained friendly and professional customer interactions.
- Verified that all merchandising standards were maintained on a daily basis.
SALES ASSOCIATE
Kohls Department Store
FRESNO, CA
10.2012 - 08.2013
- Received and processed cash and credit payments for in-store purchases.
- Placed special merchandise orders for customers.
- Shared product knowledge with customers while making personal recommendations.
- Demonstrated that customers come first by serving them with a sense of urgency.
- Worked as a team member to provide the highest level of service to customers.
- Maintained friendly and professional customer interactions.
- Verified that all merchandising standards were maintained on a daily basis.
Education
Associate of Science - Administration of Justice
Fresno City College
Fresno, CA12.2020
Bachelor of Science - Criminology- Corrections
California State University - Fresno
Fresno, CASkills
- Bilingual (English/ Spanish)
- Ability to speak, read and write in the Spanish language
- Strong verbal communication
- Data management
- Reliable and Dependable Goal Oriented
- Extremely organized
- Solar Expertise
- Professional phone etiquette
- Excellent communication skills
- Articulate and well-spoken
- Customer service-oriented
- Accurate and detailed
- Excellent planner and coordinator
- Works well under pressure
- Appointment setting
- Filing and data archiving
References
- Lupe Sheperd- Manager (559) 445-6415
- Matthew Olivares - Supervisor (559)237-3420
- Salina Jimenez -Co-worker/ Outpatient Counselor (559)548-2205
- Gerald Stith - Co-worker/ Intake Specialist (559)708-2805
Languages
Bilingual (English/ Spanish)
Timeline
Paid Family Leave Customer Service Representative
Employment Development Department
09.2023 - Current
Disability Insurance Program Representative
Employment Development Department
02.2021 - Current
Unit Clerk
Westcare
08.2019 - 02.2021
Receptionist
West Care
04.2019 - 08.2019
Customer Service Representative
Internal Revenue Service
10.2017 - 01.2018
File Clerk
Internal Revenue Service
04.2017 - 08.2017
Energy Advisor
Copper Ridge Solar
09.2016 - 08.2017
FIELD ENERGY CONSULTANT
12.2015 - 09.2016
FIELD ENERGY SPECIALIST
03.2015 - 12.2015
VISUAL SUPERVISOR
Kohl Department Store
06.2014 - 03.2015
LEVIS AND DOCKERS RECOVERY SPECIALIST
Kohls Department Store
08.2013 - 01.2015
SALES ASSOCIATE
Kohls Department Store
10.2012 - 08.2013
MANAGER
Fashions & More - FRESNO
06.2008 - 11.2013
Associate of Science - Administration of Justice
Fresno City College
Bachelor of Science - Criminology- Corrections
California State University - Fresno