Martha Gallardo
El Paso,TX
Summary
Proven leader in streamlining operations and enhancing compliance at Las Ventanas De Socorro, adept at records management and fostering customer satisfaction. Skilled in multitasking and performance metrics, I significantly improved service delivery by implementing efficient record-keeping systems and training teams, achieving a notable increase in process efficiency and customer loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Medical Records Director
Las Ventanas De Socorro
03.2024 - Current
- Evaluated requests for information and maintained and tracked releases to comply with federal and state laws.
- Developed and implemented record storage and retrieval system to comply with record retention laws and maintain accessibility.
- Liaised with nursing staff to discuss medical records and budget issues.
- Purchased, organized, and distributed supplies for maintenance activities and personnel use.
Inbound Call Center Representative
Alorica
03.2022 - 03.2024
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Provided customers with product information and answered inquiries to provide top-quality service.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Customer Service Manager
Dollar General
01.2017 - 02.2022
- 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.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
Cash Office Manager
El Super Markets
07.2007 - 01.2017
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Handled day-to-day accounting processes to drive financial accuracy.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Education
Business Office Technology -
International Business College - El Paso
El Paso, TXSkills
- Records Management
- Quality Assessment
- Privacy regulations
- Multitasking Abilities
- Performance Metrics
- Order Management
- Call Center Operations
- Call Management
- High-volume call centers
- Customer Service
- Inbound phone calls
- Cash handling expertise
- Cashier experience
- Financial record keeping
- Bank Deposit Preparation
- Cash Register Operation
- Accurate data entry
- Purchase Orders
Languages
Spanish
Native or Bilingual
Timeline
Medical Records Director
Las Ventanas De Socorro
03.2024 - Current
Inbound Call Center Representative
Alorica
03.2022 - 03.2024
Customer Service Manager
Dollar General
01.2017 - 02.2022
Cash Office Manager
El Super Markets
07.2007 - 01.2017
Business Office Technology -
International Business College - El Paso