Marilyn Armenta
Las Vegas,NV
Summary
Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Call Center Trainer
TTEC
Las Vegas, NV
11.2022 - Current
- Designed and conducted training sessions on topics such as customer service, telephone etiquette, problem solving, conflict resolution, and sales techniques.
- Created comprehensive course materials including job aids, handouts, PowerPoint presentations, and online modules.
- Monitored calls in real-time to evaluate effectiveness of training programs.
- Assisted with troubleshooting technical problems related to phone systems or other equipment used by call center agents.
- Collaborated with department managers to determine appropriate changes or additions to existing training curriculum.
- Researched best practices in customer service delivery and shared insights with colleagues.
- Facilitated role-playing exercises that simulate real-life scenarios encountered in a call center environment.
- Developed and implemented effective training programs for new call center employees.
- Participated in meetings with senior management to discuss current challenges faced by the organization's call centers.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Call Center Customer Service Representative
TTEC
Las Vegas, NV
06.2020 - 11.2022
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
- Provide product and service information to customers.
- Document all call information according to standard operating procedures.
- Identify and escalate priority issues.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call time and quality standards.
- Maintained accurate records of customer interactions and transactions in the database system.
- Demonstrated excellent listening skills while interacting with customers.
Fraud Analyst II
TTEC
Las Vegas, NV
05.2020 - 11.2022
- Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers' accounts.
- Monitor prepaid, debit, and credit card fraud alerts daily and take necessary action to protect customers and the bank.
- Identify fraud patterns through monitoring high-risk countries and merchants.
- Contribute to the creation of fraud rules by providing analytical data to support decisions.
- Review all alerts from external sources, including VISA CAMS, FICO, etc.
- And ensure that appropriate actions are taken to mitigate fraud.
- Accurately document all actions taken on a case.
- Verify activities through outbound calls and/or send 'Potential Fraud Alert' emails to customers.
- Provide support to Operational and Business units of the organization on fraud-related matters.
- Regularly prepare reports for the bank's Risk Management Organization.
- Responsible for maintaining knowledge of fraud situation in the industry.
- Report risk information and findings to the immediate supervisor in a timely manner.
- Actively participate in team meetings, share information, and make suggestions for improvements to fraud operations.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Provided exemplary level of customer service to clients and company personnel.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Steward
The Venetian Palazzo Resort Hotel and Casino
12.2019 - 03.2020
- Followed company safety and security policies and procedures when reporting maintenance needs and unsafe work conditions.
- Met high hotel standards for work procedures, dress, grooming, attendance and punctuality.
- Boosted team efficiency by keeping kitchen areas organized, clean and properly sanitized.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions.
- Scraped, washed and efficiently restacked dishware, utensils and glassware to keep kitchen ready for customer demands.
Fullfillment Associate
Macy's
05.2019 - 10.2019
- Received and reviewed new orders, located requested merchandise and promptly initiated processing.
- Prepared and organized envelopes, packages, containers and pallets with correct merchandise counts.
- Cross-trained new associates on picking and filling orders for warehouse products.
- Operated frequency scanners to track shipment progression and input data into shipping system.
- Picked and packed order items.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
Sales Associate/Cashier
Macy's
05.2019 - 10.2019
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Greeted customers and helped with product questions, selections and purchases.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Used POS system to process sales, returns, online orders and gift card activations.
Lead Cashier
Marie Callenders
04.2018 - 03.2019
- Handled all the to-go orders and pies orders
- Answered the phones and greet customer as soon as they walk in the store
- As the Iead cashier I was responsible of training new cashiers, and covering shifts
- Utilized creativity and persuasive techniques to upsell and cross-sell products to customers.
- Checked merchandise multiple times during each shift and restocked products when stock ran low.
- Acknowledged customer issues and resolved their problems quickly and efficiently
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
Education
Bachelor of Arts - Political Science And Government
College of Southern Nevada
Las Vegas, NV06-2027
High School Diploma -
Desert Pines High School
Las Vegas, NV06.2017
Skills
- Computer skills
- Multitasking
- Fast learner
- 45 wpm
- Microsoft Office
- Cash Handling
- Customer Service
- Data Entry
- POS
- Team Player
- Retail sales
- Risk Management
- Telephone Etiquette
- Fraud and Anomaly Analysis
- LexisNexis Accurint
- Fraud Prevention and Detection
- Spanish
- Role Playing
- Course Development
- New Hire Training
- Training delivery
- Call Monitoring
- Coaching and Mentoring
- Problem-solving aptitude
- Time management abilities
- Data Analysis
- Finance
- Complaint resolution
- De-Escalation Techniques
- Quality Control
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Call Center Trainer
TTEC
11.2022 - Current
Call Center Customer Service Representative
TTEC
06.2020 - 11.2022
Fraud Analyst II
TTEC
05.2020 - 11.2022
Steward
The Venetian Palazzo Resort Hotel and Casino
12.2019 - 03.2020
Fullfillment Associate
Macy's
05.2019 - 10.2019
Sales Associate/Cashier
Macy's
05.2019 - 10.2019
Lead Cashier
Marie Callenders
04.2018 - 03.2019
Bachelor of Arts - Political Science And Government
College of Southern Nevada
High School Diploma -
Desert Pines High School