Marina Barajas
Fontana,CA
Summary
Well-qualified Customer Service Representative proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
13
13
years of professional experience
Work History
Logistic Processor
Nordstrom
11.2014 - Current
- Fulfilling and process orders consolidating packages for delivery sort and deliver merchandise to selling departments
- Accountability and initiate receive and unload freight
- Prepare and ship customer’s orders following quality, packing and shipping standards
- Obtaining order status for customers to ensure packages received in a timely matter
- Packaged merchandise and ship to customers following company policies
- Respond to customer inquiries and complaints, strong communication and organization skills
- Ability to work independently as well as with a team.
Call Center Representative
Kaiser Permanente
Corona, CA
07.2023 - 10.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Representative
Kaiser Permanente
06.2023 - 10.2023
- Operates in a high volume, highly structured environment by responding to incoming calls, applying critical thinking to complex guidelines, and using multiple call center specific systems
- Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment following appropriate guidelines
- Prioritizes member needs and offers alternatives to members when appropriate
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters
- Uses tact and diplomacy in handling difficult interactions with members
- Determines if calls are urgent or emergent by listening to the member, and following established guidelines, and then transferring the call to a Registered Nurse when appropriate
- Composes messages for physician/providers, Registered Nurses or other medical staff based on members requests
- Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the center
- Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes
- Must perform all of the above duties while meeting established standards of performance for quality and productivity
- Performs other clerical duties as assigned
- Promotes, ensures, and improves customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service
- Performs other related duties as required.
Manager
Champs Sports
10.2011 - 10.2014
- Assisted with recruitment and training of new staff
- Addressed customer inquiries and resolved complaints
- Reorganized the sales floor to meet the company's demands
- Handled weekly schedules along with distributing job duties
- Managed a team of 12 sales associates
- Consistently met and exceeded sales goals
- Apply advance analytics for inventory flow and placement decisions to reduce cost to serve and improve service levels
- Actively explore data for supply chain optimization use cases, develop statistical models, metrics, and KPIs
- Conduct detailed quantitative as well as qualitative data analysis to develop hypotheses and build business cases to inform strategic tradeoffs and decisions pertaining to omni channel supply chain functions
- Support supply chain network modeling exercises to identify gaps in the current network and recommend strategic investment opportunities
- Build easy to interpret data visualizations to drive data adoption and monitor business performance.
Education
Pharmacy Clerk Certificate -
Mt Baldy View
Associates Degree -
Citrus College
GED -
Montclair High School
05.2012
Skills
- Computer proficient
- Microsoft office
- Database management
- Complaint resolution
- Customer service
- Professional telephone demeanor
- Ability to handle sensitive information effectively
- Strong leadership skills
- Strong work ethic
- Attention to detail
- Fluent in English and Spanish
- Quality Control Analysis
- Customer Service
- Problem-Solving
- Invoicing and shipping documentation
- Decision-Making
- Supply Chain Operations
- Logistics Analysis
- Inventory management procedures
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative
Kaiser Permanente
07.2023 - 10.2023
Customer Service Representative
Kaiser Permanente
06.2023 - 10.2023
Logistic Processor
Nordstrom
11.2014 - Current
Manager
Champs Sports
10.2011 - 10.2014
Pharmacy Clerk Certificate -
Mt Baldy View
Associates Degree -
Citrus College
GED -
Montclair High School