Marcelina Reyes
Wichita,KS
Summary
Customer Service Professional with a proven track record of exceeding expectations through exceptional support and engagement. Demonstrates expertise in managing high-volume inbound, outbound and in person communications, utilizing strong problem-solving, multitasking, and research skills. Experienced in dynamic environments that demand responsiveness and efficiency, committed to enhancing customer satisfaction and loyalty. Seeking to leverage skills to contribute to a results-driven team focused on delivering outstanding service.
Overview
22
22
years of professional experience
Work History
Customer Care Specialist II - Onboarding
Cox Communications
Wichita, KS
02.2016 - Current
- I started with the company as an account service agent and was promoted to Onboarding Specialist.
- Gained additional skills in multiple departments of the company, such as Cox Business, technical support, mobile services, and escalations.
- Assisted customers with inquiries about products and services via phone and chat.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Adhered to company policies when handling confidential customer information.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained a successful satisfaction rating with customers by providing exceptional service and support.
- Supported, monitored, and motivated new hire team members to maximize business performance.
- Provided individual coaching sessions to help new hires identify their strengths and opportunities.
- Mentored new employees on best practices for working within a team setting.
Beauty Advisor - Estee Lauder
Von Maur
Wichita, KS
04.2014 - 01.2016
- Provided customers with product advice and recommendations based on their individual needs.
- Demonstrated how to apply makeup, including eyeshadow, eyeliner, mascara, blush and lipstick.
- Organized promotional events such as makeup demonstrations and free makeovers.
- Performed sales activities such as cashiering, stocking shelves, inventory management and customer service.
- Greeted customers upon entering store and established friendly relationships with them.
- Maintained an up-to-date knowledge of all beauty products available for sale.
- Educated customers about the proper use of cosmetics, fragrances and other beauty items.
- Attended product training sessions to stay updated on new products and trends in the industry.
- Provided excellent customer service by responding promptly to inquiries from clients via phone or email.
- Ensured that all displays were neat and organized at all times.
- Created a positive shopping experience for each customer through effective communication skills.
- Upsold additional beauty items when appropriate to increase sales revenue.
- Assisted in opening and closing procedures including counting money drawer contents at end of shift.
- Drove and exceeded sales goals by providing personalized beauty experience based on customer needs.
- Finalized purchases and processed payments.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
Pharmacy Technician
Dillon's Pharmacy
Wichita, KS
09.2002 - 04.2014
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Managed filing of prescriptions, both electronically and manually.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
- Verified accuracy of medication labels before they were dispensed to customers.
- Received payment from customers and processed credit card transactions when necessary.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Restocked shelves with new supplies of medications as needed.
- Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
- Organized work areas so that everything was easily accessible when needed.
- Assisted in training new employees on pharmacy procedures.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Processed insurance claims and handled billing inquiries to ensure customer satisfaction.
- Provided exceptional customer service, addressing patient questions and concerns with empathy.
- Monitored prescription refill requests and communicated with patients regarding their status.
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Operated cash registers to accept payments from customers.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
Education
High School Diploma -
Wichita High School North
Wichita, Ks05-2000
Associate of Arts - Business
University of Phoenix
Tempe, AZSkills
- Call center experience
- Effective Communication Skills
- Relationship building
- Exceptional Customer Service
- Conflict Resolution Skills
- Active listening
- Quick Adjustment to Change
- Performance Improvement Coaching
- Effective Collaboration
References
References available upon request.
Timeline
Customer Care Specialist II - Onboarding
Cox Communications
02.2016 - Current
Beauty Advisor - Estee Lauder
Von Maur
04.2014 - 01.2016
Pharmacy Technician
Dillon's Pharmacy
09.2002 - 04.2014
High School Diploma -
Wichita High School North
Associate of Arts - Business
University of Phoenix
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