Paola Urbina
West Covina,CA
Summary
Dynamic leader and problem-solver with extensive experience at Chime, adept in enhancing customer satisfaction and streamlining operations. Excelled in conflict resolution and data entry, boosting team productivity and customer loyalty. Skilled in mentoring and developing staff, significantly improving team agility and performance.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Chime
10.2021 - 10.2023
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Implemented and developed customer service training processes.
Manager
Urbinas Pcs
10.2004 - 10.2020
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Cosmetology Lic - Cosmetology
Marinellos School of Beauty
La Puente, CA03.2005
High School Diploma -
John Rowland Heights School
Rowland Heights, CA2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Follow-up skills
- Appointment Scheduling
- Order Processing
- Team Development
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Filing
- Dispute Resolution
- Customer Education
- Sales expertise
- Research
- Account Management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Chime
10.2021 - 10.2023
Manager
Urbinas Pcs
10.2004 - 10.2020
Cosmetology Lic - Cosmetology
Marinellos School of Beauty
High School Diploma -
John Rowland Heights School
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