Petra Sterling Berrospe
Summary
Resourceful, adaptable, versatile and self-motivated. I am dedicated and a personable professional with proven and strong background experience in customer service and administrative support. Skilled at handling high-volume inbound and outbound calls, resolving customer concerns with empathy, and maintaining accurate records in fast-paced environments. I am a strong communicator with the ability to manage multiple tasks, adapt quickly to new systems, and provide seamless support to both customers and team members. I am reliable, tech-savvy, and motivated to deliver efficient solutions in remote or office settings while also contributing to overall team success.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Medical Courier
Sterling Express
10.2024 - Current
- Upheld compliance with HIPAA regulations while managing confidential patient information during deliveries.
- Ensured patient confidentiality by properly handling sensitive medical documents and specimens during transport.
- Maintained a clean, organized, and safe vehicle environment to ensure the proper handling of medical supplies and equipment.
- Communicated route progress to dispatcher, noting traffic, and construction issues to avoid delays for critical deliveries.
- Improved customer satisfaction by providing timely updates on shipment status and addressing concerns promptly.
- Collaborated with healthcare professionals to facilitate smooth coordination of specimen pick-up and delivery processes.
- Supported team members during high-volume periods or absences by covering additional routes when necessary.
- Assisted in training new couriers on company protocols, safety procedures, and route navigation techniques.
- Increased accuracy in record-keeping through diligent documentation of shipment details, including pickup times, delivery locations, and recipient signatures.
- Provided exceptional customer care by responding promptly to inquiries, addressing concerns efficiently, and maintaining open lines of communication with all parties involved in the shipping process.
Customer Service Representative
Asurion
03.2022 - 09.2024
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Amazon Driver
Amazon
12.2021 - 03.2022
- Maintained clean and organized workspaces to uphold safety standards.
- Organized both outgoing and incoming shipments based on product descriptions and shipment dates.
- Filled over 100 daily customer orders with efficiency and accuracy.
- Sorted many products into vans according to type, weight and size.
- Maintained 100% accuracy while updating online inventory databases.
- Made sure that products were produced on time and are of good quality.
- Assembled products according to changing daily work orders and specific customer needs.
- Inspected finished products for quality and adherence to customer specifications.
- Completed on-time deliveries by choosing best and most efficient routes.
Cashier, Server, Asst. Manager
Chacho's Mexican Restaurant
03.2013 - 12.2018
- Worked flexible schedule and extra shifts to meet business needs.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Mentored new team members on sales software system operation.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Applied comprehensive knowledge of liquor and beer to increase daily beverage sales.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Processed customer refunds and exchanges according to established guidelines.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Cultivated warm relationships with regular customers.
Call Agent
Reliant Energy
03.2011 - 09.2013
- Evaluated source documents to locate needed information.
- Maintained energy and enthusiasm in fast-paced environment.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Delivered services to customer locations within specific timeframes.
- Added documents to file records and created new records to support filing needs.
- Participated in team-building activities to enhance working relationships.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Connected callers with appropriate professional, department, or business.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
Education
High School Diploma -
Sam Houston High School
Houston, TXSkills
- HIPPA & BBP Certification
- Proficiency in basic computer skills
- POS systems expert
- Customer assistance
- Time management skills
- TABC Certified
- Multi-line phone systems
- Office administration
- Organization skills
- Scheduling
- Sorting and labeling
- Bookkeeping
- Mail handling
- Filing
- Attention to confidentiality
- Handling pharmaceutical materials
- HIPAA compliance
- Medical terminology
- Documentation
- Business processes and procedures
- Problem-solving abilities
- Multitasking Abilities
- Adaptability and flexibility
- Call center experience
- Computer proficiency
- Microsoft Excel
- Data entry
- Microsoft outlook
- Live chat support
Certification
- TABC Certified
- HIPPA Certification
- BBP Certification
Personal Information
Petra Berrospe
Houston, TX
(346) 739-7930
sterlingnicolebrasi91@yahoo.com
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
On-SiteRemoteImportant To Me
Career advancementWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsPaid time off401k matchTimeline
Medical Courier
Sterling Express
10.2024 - Current
Customer Service Representative
Asurion
03.2022 - 09.2024
Amazon Driver
Amazon
12.2021 - 03.2022
Cashier, Server, Asst. Manager
Chacho's Mexican Restaurant
03.2013 - 12.2018
Call Agent
Reliant Energy
03.2011 - 09.2013
High School Diploma -
Sam Houston High School
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