Patricia Erica Ines
Diamond Bar,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Customer Service Account Specialist I
Niagara Bottling, LLC
09.2023 - Current
- Research and work on Open order reports, PO's that are still open for any reason needed to be closed
- Daily reporting of orders for customer and sales team
- Weekly reporting on service metrics for team accounts
- Management of daily orders to ensure loads shipped or were rescheduled if missed in a timely manner
- Partnering with other internal teams on projects to improve processes or system enhancements
- Providing assistance where needed to ensure success of team and customer's needs are being serviced in a timely manner
- Respond and troubleshoot to all requests, inquiries, and complaints in a timely manner such as emails and calls from buyers, managers, customers, carriers, and shipment plants.
- Assisting the team with anything needed as well we managing any product issues for all NDW customers
Customer Service Representative II
Niagara Bottling, LLC.
05.2021 - 09.2023
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Train new and current team members to provide excellent customer service to challenging customers.
- Analyze service performance to pinpoint problem areas and offer workable alternatives to reach the organization's 90% target.
Floor Manager/Administrative Assistant
Quick Start Services
06.2019 - 05.2021
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Met call center financial objectives by estimating requirements and preparing annual budgets for PIP.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Floor Manager
Clarity Tax Relief
01.2018 - 01.2020
- Answered incoming calls and provided highest level of professionalism for clients with dept of $10,000 or more.
- Set up and monitored payment plans and processed payments.
- Checked completeness of information when processing applications and transactions.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Education
Associate of Arts - Speech-Language Pathology Assistant
Santa Ana College
Santa Ana, CA08.2019
Skills
- Proficient in MS Office- Word, Excel, and Powerpoint
- Types 55-56 WPM
- First AID/CPR/AED Certified
- Lean Six Sigma - White Belt Certified
Languages
English
Full Professional
Tagalog
Native or Bilingual
Accomplishments
- Niagara - 2022 Outstanding Performance
- Employee of the Year 2018 and 2019
Timeline
Customer Service Account Specialist I
Niagara Bottling, LLC
09.2023 - Current
Customer Service Representative II
Niagara Bottling, LLC.
05.2021 - 09.2023
Floor Manager/Administrative Assistant
Quick Start Services
06.2019 - 05.2021
Floor Manager
Clarity Tax Relief
01.2018 - 01.2020
Associate of Arts - Speech-Language Pathology Assistant
Santa Ana College
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