Raquel Sanchez
Barstow,CA
Summary
Personable and reliable with knack for building rapport and ensuring member satisfaction. Possesses solid understanding of customer service principles and proficient in handling inquiries and resolving issues efficiently. Dedicated to enhancing member experience through exceptional service and support.
Overview
19
19
years of professional experience
Work History
Member Services Representative
Inland Empire Health Plan
Rancho Cucamonga
09.2022 - Current
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
- Coordinated exclusive events tailored specifically towards the interests of different member segments.
- Maintained an organized database of member profiles, facilitating easy access to pertinent information when needed.
- Collaborated with cross-functional teams to identify opportunities for improving overall member experience.
- Developed strong relationships with members, leading to increased loyalty and a positive brand image.
- Resolved escalated member issues professionally, demonstrating empathy and understanding while maintaining company guidelines.
- Served as primary point of contact for members seeking information about products or services offered by the organization.
- Led multiple buddy sessions to assist new MSR's on navigating new role.
- Maintained above average QA scores and adherence.
General Manager
Precision Hospitality
Barstow, CA
04.2017 - 09.2022
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Opening and closing store, ensuring trash bins are locked, etc.
- Tracking daily sales and labor to ensure labor percent of sales stays below 28%
- Tracking weekly sales and labor to ensure labor percent of sales stays at or below goal
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
Cashier
Wetzel Pretzel
Barstow, CA
07.2018 - 04.2019
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
Project Manager
ConAm Management
Barstow, CA
11.2012 - 07.2015
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Maintains security by following procedures, monitoring logbook, and issuing visitor badges.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Followed up on delinquent tenants and coordinated collection procedures.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Attracts tenants by advertising vacancies, obtaining referrals from current tenants, explainingadvantages of location and services, and showing units.
Receptionist
Victoria Gunite
Indio, CA
01.2006 - 12.2011
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
Education
High School Diploma -
Horizon
La Quinta, CA05-2004
Skills
- Strong empathy
- Call center experience
- Data entry proficiency
- Complaint handling
- Teamwork and collaboration
- Problem-solving skills
- Reliability
- Calm and professional under pressure
- Excellent communication
- Active listening
Timeline
Member Services Representative
Inland Empire Health Plan
09.2022 - Current
Cashier
Wetzel Pretzel
07.2018 - 04.2019
General Manager
Precision Hospitality
04.2017 - 09.2022
Project Manager
ConAm Management
11.2012 - 07.2015
Receptionist
Victoria Gunite
01.2006 - 12.2011
High School Diploma -
Horizon