Liliy Yvette Garcia
Penitas,TX
Summary
Highly addictive with customer service and supervising staff Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Provider Services Representative
Bee First Primary Home Care
04.2022 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Maximus Call Center /Work From Home
11.2022 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
Provider Services Representative
Un Buen Amanecer
07.2021 - 04.2022
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Maximus Call Center
02.2021 - 07.2021
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
General Manager
Stripes Convenience Store
04.2008 - 01.2019
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Collaborated with cross-functional teams to develop innovative solutions.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Education
High Diploma - High School
La Joya High School
La Joya, TX05.1998
Skills
- Billing Statements
- Information Updates
- Sales Quota Achievement
- Client Requirements
- Account Follow-Up
- Scheduling Medical Appointments
- Invoice Preparation and Processing
- Mission Support
- Grocery Shopping
- Client Relationships
- Policy and Procedure Adherence
- Call Control
- Issue and Complaint Resolution
- Supporting Daily Living Needs
- Customer Care
- Customer Retention Strategies
- Sales and Upselling
- Calm and Professional Under Pressure
- Dietary Needs
- Recreational Activities
- Document and Records Management
- Database Researching
- Software Platforms
- Social Support
- Call Volume and Quality Metrics
- Staff Support
- Customer Loyalty
- Trained in Salesforce
- Pediatric Home Health
- Sales Report Generation
- Eligibility Guidelines
- Administrative and Office Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Price is what you pay. Value is what you get.
Warren Buffett
Timeline
Customer Service Representative
Maximus Call Center /Work From Home
11.2022 - 06.2023
Provider Services Representative
Bee First Primary Home Care
04.2022 - Current
Provider Services Representative
Un Buen Amanecer
07.2021 - 04.2022
Customer Service Representative
Maximus Call Center
02.2021 - 07.2021
General Manager
Stripes Convenience Store
04.2008 - 01.2019
High Diploma - High School
La Joya High School
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