Maritza Garcia
Boulder,CO
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
14
14
years of professional experience
Work History
Call Center Lead
Via Mobility Services
Boulder, CO
06.2023 - 06.2024
- Participated in special projects assigned by upper management as needed.
- Conducted regular one-on-one check-ins with each member of the team to provide feedback on their performance and development opportunities.
- Maintained accurate records of employee attendance, leave requests and other relevant information related to personnel management.
- Resolved escalated customer complaints and disputes over the phone or via email.
- Collaborated with other departments such as IT, HR, Sales and Marketing on projects related to call center operations.
- Monitored incoming calls and managed customer inquiries in a timely manner.
- Provided training to new call center agents on the phone system, customer service protocols and procedures.
- Organized daily work schedules for a team of 10-15 call center agents.
- Assisted with hiring process by interviewing potential candidates and making recommendations for hire.
- Worked closely with senior management to develop strategies for improving customer satisfaction ratings.
Transportation Dispatcher
Via Mobility Services
Boulder, CO
06.2023 - 06.2024
- Maintained accurate records of daily runs, driver logs and other pertinent information.
- Ensured compliance with federal, state, and local transportation regulations.
- Researched alternate routes when necessary due to traffic or road conditions.
- Managed communication between drivers and riders to resolve any issues or delays.
- Coordinated daily dispatch operations for fleet of 20 vehicles, ensuring timely deliveries and pickups.
- Developed strong relationships with drivers through effective communication and problem-solving skills.
- Utilized routing Echolane software to optimize delivery routes, improving efficiency.
- Assisted in training new dispatchers, sharing best practices and company-specific procedures.
Reservationist
Via Mobility Services
Boulder, CO
02.2020 - 06.2023
- Ensured accuracy of all customer information entered into the system.
- Managed cancellations and changes in existing reservations.
- Assisted customers in making reservations over the phone and online.
- Maintained a high level of professionalism when dealing with difficult customers.
CNA
Brookdale Assisted Living
Boulder, CO
07.2017 - 01.2018
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Answered patient call lights promptly and responded to requests appropriately.
- Educated patients on self-care techniques that would help them maintain their independence.
- Documented patient care services by charting in designated areas.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Assisted residents in preparing for activities and social programs.
Server
Brookdale Assisted Living
Boulder, CO
02.2017 - 07.2017
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Took orders from customers accurately and in a timely manner.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Upheld high standards of sanitation in accordance with health department regulations.
- Cleaned tables and chairs to prepare dining area for next customers.
- Filled condiments and napkin containers during slack periods.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
Assistant Preschool Teacher
The Family Learning Center
Boulder, CO
01.2016 - 01.2017
- Organized play areas, toys, and learning materials to create a safe and stimulating environment.
- Worked closely with colleagues in order facilitate smooth transitions between activities throughout the day.
- Read stories aloud to the children and discussed them afterwards to gauge understanding.
- Worked with teachers to plan field trips and special events for the students.
- Provided support to teachers in managing classroom resources such as books, supplies, furniture.
- Supervised the children while they were engaged in various activities such as arts and crafts, story time, outdoor play.
- Provided guidance to children on appropriate behavior during activities.
- Helped students learn basic academic skills such as counting, alphabet recognition, writing letters and numbers.
- Performed general housekeeping duties such as tidying up classrooms after activities or cleaning up spills from lunchtime.
Dental Front Office Receptionist
Comfort Dental
Boulder, CO
08.2012 - 12.2014
- Managed patient accounts receivable ensuring timely payment of outstanding balances due on accounts.
- Maintained inventory of office supplies and ordered new materials when needed.
- Greeted and welcomed patients in a friendly and professional manner.
- Facilitated communication between patients and dental providers through relaying messages accurately.
- Processed credit card transactions for payment of services rendered.
- Resolved billing issues with insurance companies in a timely manner.
- Created charts for new patients prior to their appointment date.
- Prepared daily reports detailing the number of appointments scheduled, cancelled or rescheduled.
- Assisted with the preparation of documents such as medical histories, insurance forms and consent forms.
- Checked patients in and out, verified insurance and collected co-pays to keep business administrative and financial records current.
Restaurant Hostess
3 Margaritas Restaurant
Boulder, CO
07.2010 - 09.2011
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Restocked condiments, silverware, napkins, tablecloths. as needed.
- Greeted customers and escorted them to their tables.
- Assisted with setting up banquet rooms for special events.
- Performed opening and closing duties such as restocking supplies and cleaning work areas.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seatings.
Education
High School Diploma -
Arapahoe Ridge High School
Boulder, CO12-2011
Skills
- Call Monitoring
- Echolane software knowledge
- Call Center Operations
- Inbound Call Management
- Translation and Interpretation Services
- Quality control optimization
- Scheduling proficiency
- Technical Support
- Coaching and Mentoring
- Employee Motivation
- Call Documentation
- De-Escalation Techniques
- Customer Service
- Data Entry
References
References available upon request.
Timeline
Call Center Lead
Via Mobility Services
06.2023 - 06.2024
Transportation Dispatcher
Via Mobility Services
06.2023 - 06.2024
Reservationist
Via Mobility Services
02.2020 - 06.2023
CNA
Brookdale Assisted Living
07.2017 - 01.2018
Server
Brookdale Assisted Living
02.2017 - 07.2017
Assistant Preschool Teacher
The Family Learning Center
01.2016 - 01.2017
Dental Front Office Receptionist
Comfort Dental
08.2012 - 12.2014
Restaurant Hostess
3 Margaritas Restaurant
07.2010 - 09.2011
High School Diploma -
Arapahoe Ridge High School
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