Monica Alvarez
San Diego,CA
Summary
Dedicated to enhancing connections between individuals and essential resources, focusing on seamless service delivery through 211SD and ACCESS Line. Committed to partnering with the community to revolutionize access to support and assistance, ensuring efficient help for everyone. Passionate about driving positive change and fostering collaboration to improve the overall experience for those seeking resources. Eager to leverage skills and expertise to make a meaningful impact in the lives of others.
Overview
27
27
years of professional experience
Work History
CSR
211SD
01.2020 - Current
- Aiding with GI calls, providing information for cases such as submission of forms and verifications assisting with screening for CF applications, scheduling providing options for application, provide information for any application that is requested such as MC-CF-CW-GR-CAPI according to the client needs, multitasking with taking address updates and phone numbers. Requested forms such as AR or applications such as MC-CF in send request out for client per request, informing clients requested needed forms and verifications for cases to maintain assistance for HH, directing assisting in pathways for customers to better submit all that is requested or required, providing time frames for all requested documents for cases to maintain active. And further answering any questions and inquiries on client behalf.
- Assisting in S&S line, authenticating callers and confirming client information for safety protocol and determining if call regards EBT 2259-EBT 2259A Fraud for form to be submitted in for benefits replacement according to forms rules. Carefully active listening taking information, taking time frames and reviewing transactions and confirming with clients each transaction in best helping assisting in filling out forms over the phone to best assist the customer in need and in good time manner.
- Informing Client steps to take after forms of submission for EBT card replacement and safety use with EBT EDGE and Chip EBT card to prevent fraudulent transactions.
- Assisting in Q&A with new team members to best provide feedback in how to build and growth in strengths in customer service and best provide correct information, listening to calls providing feedback, providing input and tips to best assist callers interaction in services and provided information as well and call documentation to best build a stronger team interaction in services.
- Assisting with CF application screening training TIPS and TRICKS as well as GI training, mentoring and guiding in calls with reverse shadowing, aiding during training and during calls. Answering teammate questions, providing feedback as well as answering any programs questions.
CSR
TPG Santa Barbara Tax Products
12.2019 - 04.2020
- Providing Problem resolution, verifying, identifying and resolving any issues, in client accounts, identifying customers with proper documentation, and processing payments issuance.
- Maintaining TPG knowledge of products and services with benefits and features, and department policies and procedures.
- Responding to emails from customer concerns, ensure effective, timely and proactive customer service resolution and follow up, advising on requested documentation to best assist in customer getting resolved issues and get paid in a timely manner.
- Perform routine clerical duties such administrative tasks such as data entry, filing, answering phones, and managing correspondence and appointments. To best help ensure shift runs smoothly.
CSR
Social Tech Unlimited
12.2017 - 01.2020
- CSR Sales representative, responsible for meeting monthly sales and goals for revenue and commission, by maintaining a fast pace in a timely manner while Providing good service in the given time frame for each call.
- Trouble shooting for customers' accounts while in calls providing great service and keeping client's calm while determining and fixing telephonic and or online issues.
- Assisted with Billing and collecting owed amounts, by resolving billing discrepancies, taking electronic payments such as credit or debit cards according to process and resolved accounts. Taking card networks and banks to transmit and receive transaction information.
- Resolving payment issues and disputes between customers and merchants.
- Ensuring compliance with security standards like the Payment Card Industry Data Security Standard (PCI DSS).
- Managing cardholder-related risks for banks that issue cards.
Cahier/Customer Service
Target
10.2017 - 03.2018
- Responsible for handling cash and credit transactions as well as great customer service in a fast, efficient manner.
- Responsible for Opening or closing, while working keeping satisfactory customer services, keep stock and clean every workstation.
- Keeping client happy experience, a great one to come back. Temporary Seasonal Job
Driver/Operator
MEC Enterprises
06.2015 - 12.2017
- Responsible for safe and timely transportation, route planning, customer service, and vehicle maintenance. Key duties involve loading and unloading, adapting to traffic and weather, and maintaining accurate records. Essential skills to highlight are a clean driving record, navigation, and strong communication.
- Maintained on-schedule completion for 4 high-priority launches, Coordinated and prioritized multiple projects, consistently meeting deadlines, troubleshoot Vehicle maintenance as necessary.
- Communication with Customers and company to maintain in all good service
Supervisor/Manager
Rubio's Coastal Grill
08.1998 - 07.2016
- Overseeing daily operations, managing staff, and handling finances. Responsible for opening or closing, while maintaining food cost at level and meeting daily operational sales.
- Trained staff at 10 different locations, for various positions, Cashiers in closing opening, as well as supervisors in inventory and budget management, scheduling, food orders and watching over food cost and inventory.
- Conduct staff performance reviews and provide constructive feedback.
- Foster a positive and productive work environment.
- Manage budgets, track expenses, and identify areas for cost reduction.
- Monitor inventory levels, order supplies, and manage vendor relationships.
- Prepare financial reports on weekly, monthly, and annual revenues and expenses.
- Ensuring customer satisfaction, and maintaining health and safety compliance.
- Provide excellent customer service and professionally handle and resolve complaints.
- Solicit and act on customer feedback to improve the dining experience.
Education
High School Diploma -
Hoover High School
San Diego, CA06-1998
Skills
- CSR Customer service Managerial Skills 15 Yrs relevant work
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Payment processing
Relevant skills
- Over 5 years in 211SD Customer Service, 15 plus years of Customer Service and Supervisory Experience.
- Helped in Disaster calls for 211 rain floods and food needs for SD Community, Assist and provide aide in general chat regards programs when needed, Worked for various lines in Access department, such as MC line, S&S line, Assisted with GI training, CF screening scheduling Tips and Tricks for applications, Mentorship, Assisting with Q&A to help build and motivate strong teammates in numbers and service.
- I’d like to apply for the role of Interim Customer Service Supervisor with Access. Working as a customer service representative for 5 Plus consecutive years has helped me polish my technical abilities and soft skills to successfully manage a customer service and help my teammates grow as well.
- I have effectively interacted with difficult customers and managed to get positive feedback from them.
- I have developed the strength of diagnosing problems, understanding point areas, and identifying the root causes.
- Therefore, I have managed to facilitate resolving customer queries. I have constantly worked upon acquiring a good grip on my professional communication, organizational, and leadership skills.
- All the skills mentioned above have allowed me to become a potential Customer Service Supervisor and make me an ideal match for your organization.
- I would like to thank you for appraising my cover letter. You can overview my qualifications and other insights from the enclosed resume.
- Sincerely
- Monica Alvarez
- Malvarez@211sandiego.org
- Alvarez6498@yahoo.com
Personal Information
Title: Interim Client Service Supervisor
Languages
English
Full Professional
Timeline
CSR
211SD
01.2020 - Current
CSR
TPG Santa Barbara Tax Products
12.2019 - 04.2020
CSR
Social Tech Unlimited
12.2017 - 01.2020
Cahier/Customer Service
Target
10.2017 - 03.2018
Driver/Operator
MEC Enterprises
06.2015 - 12.2017
Supervisor/Manager
Rubio's Coastal Grill
08.1998 - 07.2016
High School Diploma -
Hoover High School