Summary
Work History
Education
Skills
Timeline
Generic

Maria Carvalho Roque

Katy,TX

Summary

Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Youth Care Worker 2nd Shift

Southwest Key Program
  • Completed clear and concise documentation of youth behavior and actions.
  • Aided with crisis intervention by redirecting negative behaviors
  • Evaluated needs of youth and outlined measures to address.
  • Assisted youth with obtaining resources such as food, clothing and shelter.
  • Assisted in proper evacuation of youth during emergency situations such as inclement weather.
  • Maintained cleanliness of youth facilities and rooms.
  • Provided close supervision and monitored daily activities of children in facility.
  • Oversee and encourage resident participation in group activities
  • Maintain a safe and healthy environment

Resolution Coordinator /Supervisor of Operations

Walmart
  • Prepared written opinions or decisions regarding cases.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Type a minimum of 25 WPM
  • Proficient with Microsoft Office programs (Outlook, Word)
  • Make adjustments to and notate customer accounts
  • Provide excellent customer service while handling inbound calls and navigating between multiple systems
  • Read help systems, daily bulletins and emails to stay current on policies and procedures
  • Log disputes and communicate with maintenance locations to resolve customer issues


Customer Service Manager

PLS Check Cashing
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Created customer support strategy to increase customer retention.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.

Warehouse Associate Team Lead

Amazon
  • Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Met environmentally controlled warehouse operational needs through smooth staffing and resource allocation.
  • Cleaned and maintained warehouse in compliance with OSHA safety standards.
  • Kept corporate departments and customers updated on critical shipments.
  • Kept work areas neat, clean and free from debris.
  • Picked and packed order items.
  • Stocked shelves, racks, and cases with new or transferred merchandise.
  • Greeted customers and directed to requested products.
  • Followed orders precisely for correct items, sizes and quantities.
  • Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
  • Received new stock and input values into computer system.
  • Recorded daily activities for inventory control.

Call Center Operator

HBO Max / Key Staff
  • Responded to customer requests for products, services and company information.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted available products and services to customers during service, account management and order calls.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers on company systems, form completion and access to services.
  • Recommended products to customers, thoroughly explaining details.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Collaborated with internal partners and customers to determine user needs and deliver technical protocols to correct.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.

Education

Associate of Science - Nursing

Lone Star College System
Katy, TX
2024

High School Diploma -

Cypress Lakes High School
Katy, TX
05.2021

Skills

  • Policy Development
  • Records Maintenance
  • Phone Inquiries
  • Resource Coordination
  • Safety Protocols
  • Program Operations
  • Program Evaluation
  • Supporting Daily Living Needs
  • Best Practices and Standards
  • Customer Satisfaction
  • Positive Reinforcement Methods
  • Behavior Management
  • Creative Solutions
  • Human Relations
  • Supervise Workers
  • Technical Support
  • Billing Systems
  • Computer Training
  • Problem Analysis
  • Microsoft Office
  • Analytical Thinking
  • Help Desk Support
  • Troubleshooting

Timeline

Youth Care Worker 2nd Shift

Southwest Key Program

Resolution Coordinator /Supervisor of Operations

Walmart

Customer Service Manager

PLS Check Cashing

Warehouse Associate Team Lead

Amazon

Call Center Operator

HBO Max / Key Staff

Associate of Science - Nursing

Lone Star College System

High School Diploma -

Cypress Lakes High School

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Maria Carvalho Roque