Raquel Torres
Hollister,CA
Summary
Accomplished professional with a proven track record at County Of Santa Clara, enhancing customer satisfaction and streamlining operations. Skilled in Microsoft Office and excelling in relationship building, consistently exceeded performance metrics. Demonstrated ability to maintain professionalism under pressure, significantly improving service delivery and operational efficiency. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Member Service Representative
County Of Santa Clara
05.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
Clerical Supervisor II
County Of Santa Cruz
02.2016 - 04.2021
- Continuously updated knowledge in industry best practices by attending workshops, conferences, and professional development courses.
- Developed comprehensive training materials to support onboarding of new clerical staff, ensuring a smooth transition into their roles.
- Coordinated training, evaluated employees' work and corrected problems with clerical team.
- Maintained constant inventory of supplies and ordered new stock.
- Enhanced team productivity by delegating tasks, setting priorities, and monitoring progress.
- Collaborated with other departments on special projects requiring clerical support or expertise in office management processes.
- Managed schedules, travel arrangements, and expenses for executive staff members, ensuring seamless coordination of daily activities.
- Established strong relationships with internal and external stakeholders by consistently demonstrating professionalism and excellent communication skills.
- Assigned work and verified completion of assignments.
- Managed maintenance and upkeep of copiers and printers.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Evaluated employee records and productivity and submitted evaluation reports.
- Delivered performance reviews, recommending additional training or advancements.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Kept high average of performance evaluations.
Front Office Manager
Madhu Raghavan MD
03.2002 - 05.2016
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
Education
High School Diploma -
Watsonville High School
Watsonville, CA06.2009
Skills
- Customer Service and Relations
- Customer Support
- Call center experience
- Relationship Building
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Problem Resolution
- Money handling abilities
- Computer Skills
- Microsoft Office
- Understanding Customer Needs
- Professional telephone demeanor
- Administrative and Office Support
- Data Entry
- Work Prioritization
- Call Center Operations
- Customer Data Confidentiality
- Calm Under Pressure
- Product and service knowledge
- Billing Adjustments and Refunds
- Call Documentation
- Multi-line phone talent
Languages
Spanish
Full Professional
Timeline
Member Service Representative
County Of Santa Clara
05.2021 - Current
Clerical Supervisor II
County Of Santa Cruz
02.2016 - 04.2021
Front Office Manager
Madhu Raghavan MD
03.2002 - 05.2016
High School Diploma -
Watsonville High School
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