Summary
Overview
Work History
Education
Skills
Certification
Leadership Experience
Communication Skills
Languages
Timeline
Generic

Pamela Garza Castro

Pasco,WA

Summary

Seeking a full-time position. Bringing strong secretarial skills, proven commitment to providing fantastic customer service, and ability to operate a multi-line telephone system to manage the front desk operations most efficiently.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Receptionist

Mathews Auto Body
12.2021 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Maintained well-organized reception area with updated materials, contributing to welcoming environment for visitors.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Collaborated with management to improve internal processes and procedures for better workflow optimization.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Organized, maintained and updated information in computer databases.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Corresponded with clients through email, telephone, or postal mail.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Assisted in onboarding of new employees by preparing orientation materials and providing guidance on company policies
  • Handled sensitive information with discretion while maintaining strict confidentiality standards

Legal Assistant/ Receptionist

Ritchie Reiersen Injury & Immigration Law
06.2016 - 12.2021
  • Proficient in administrative tasks including filing legal documents, scanning, copying, and coordinating with providers
  • Lead receptionist managing phone calls and scheduling appointments for clients
  • Greeting clients and visitors both in person and on phone
  • Collecting client’s payments and record receipts
  • Data input and case management
  • Work with Auto Insurances
  • Translate documents from Spanish to English
  • Requesting medical records
  • Verifying balances.
  • Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
  • Facilitated timely resolution of legal matters by preparing and organizing essential documents.
  • Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
  • Contacted clients to schedule appointments and discuss progress of cases.
  • Assisted with appointment scheduling for clients, improving overall office organization and time management
  • Facilitated communication between staff members and clients, addressing concerns promptly and professionally
  • Streamlined administrative tasks such as document scanning, photocopying, and mail distribution to enhance office efficiency

Customer Service Representative

Outerwall Inc (Redbox, Coinstar, Gift Card Exchange, Gazelle)
08.2009 - 06.2016
  • Able to handle multiple channels of communication at high level, calls, chats, emails
  • Strong customer service skills
  • Answering “back-to-back calls” with consistent exceptional service
  • Navigating multiple systems
  • Deescalating adverse client’s situations
  • Process order adjustments on discounts, refunds, and returns
  • Assisted in developing and implementing team process and procedures
  • Navigating multiple systems.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Exceeded performance metrics consistently, earning recognition as top performer within team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into team.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

Diploma -

Kennewick High School
Kennewick, WA
06.2005

Skills

  • Ability to solve common problems and provide immediate solution
  • Excellent organizational skills to effectively handle multiple tasks
  • 12 years of experience in customer service
  • Bi-lingual in Spanish and English
  • Eager and willing to learn new skills
  • Office Administration
  • Greeting and Seating Clients
  • Microsoft Office Proficiency
  • Interpersonal Skills
  • Attention to Detail
  • Excellent Communication
  • Problem Solving
  • Billing and Invoicing
  • Cash Handling
  • Problem-Solving Skills

Certification

September 27, 2016, Present, Notary

Leadership Experience

Competitive spirit with strong desire to succeed, exceed goals and maximize opportunities.

Communication Skills

Excellent verbal and written communications skills and ability to make decisions independently.

Languages

Spanish
Native or Bilingual

Timeline

Receptionist

Mathews Auto Body
12.2021 - Current

Legal Assistant/ Receptionist

Ritchie Reiersen Injury & Immigration Law
06.2016 - 12.2021

Customer Service Representative

Outerwall Inc (Redbox, Coinstar, Gift Card Exchange, Gazelle)
08.2009 - 06.2016

Diploma -

Kennewick High School

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Pamela Garza Castro