Summary
Work History
Education
Skills
Languages
Timeline
Generic

RENITA M. SURLES

San Bruno,CA

Summary

A communication operator with 15+ years of telephone experience, exceptional communication skills in responding to inquiries and other requests for information from internal/external customers with the ability to effectively present information and/or services to the public over the telephone and in person while ensuring extraordinary customer relations and quality service.

Offering strong organizational skills and keen ability to maintain accurate records. Brings a solid understanding of office software and data entry. Ready to use and develop administrative and communication skills in comminations operator role.

Work History

Seasonal Clerk

California Department of Social Services/CCLD
  • Receive and route approximately 50-85 incoming calls daily to individuals, staff, and departments; greet visitors and refer calls from potential applicants to the appropriate licensing programs
  • Serves as the central communication point for the Community Care Licensing Division's regional office, furnish documents and information about license requirements upon request from potential applicants over the telephone, in person, and via email for license
  • Deliver efficient and timely clerical support license processing services following State policies and procedures such as but not limited to typing, formatting, and proofreading basic correspondence
  • Process incoming mail (receive, open, time/date, sort) to properly distribute to the appropriate recipient

Front End Assistant

Costco Business Center
  • Engage members in answering all inquiries and direct members to product/service locations within the warehouse, and check item availability for internal and external members
  • Promptly respond to requests for all customer issues/concerns in making product suggestions to facilitate product selection; explain warehouse promotions and credit programs to existing and potential members
  • Establish courteous and cooperative customer relations with members, consistently achieving annual review score over 93% rating
  • Actively participate in efforts to ensure and improve customer relations and quality service

Membership Retention Specialist

Better Business Bureau, Inc.
  • Contact 4,500 local Bay Area businesses requesting membership renewal payments; negotiate to resolve accounts over the telephone, in person, and via mail
  • Process and record appropriate fees collected and accurately note account status, update company files and collection activity into the Bureau's shared national database
  • Document details of customer inquiries, comments and complaints, issues, and concerns
  • Generate a 35% increase in renewals by applying established sales and customer service techniques to maintain cooperative relations between the Bureau, its members, and the public

Telephone Operator

College of San Mateo
  • Navigate centralized switchboard/Private Branch Exchange (PBX) to receive and route a high-volume of incoming calls; correctly answer and transfer calls to designated departments/staff
  • Serve as the first point of contact for visitors and the public, respond to all campus-related questions, furnish directions, and direct visitors to the appropriate areas
  • Deliver expert clerical support while simultaneously handling a range of inquiries promptly, supply accurate information or directing to appropriate resources
  • Place authorized long-distance calls: maintain organized records of assisted and long-distance calls placed by personnel

Education

Bachelor of Arts -

San Francisco State University
San Francisco, CA

Associate of Arts - undefined

College of San Mateo
San Mateo, CA

Skills

  • Multi Line Telephone
  • Customer Service/Relations
  • Records Management
  • Following Instructions
  • Reading Comprehension
  • Typing
  • Communication
  • Clerical Skills
  • Data Entry
  • Telephone etiquette
  • Customer satisfaction

Languages

Spanish
Limited Working

Timeline

Seasonal Clerk

California Department of Social Services/CCLD

Front End Assistant

Costco Business Center

Membership Retention Specialist

Better Business Bureau, Inc.

Telephone Operator

College of San Mateo

Associate of Arts - undefined

College of San Mateo

Bachelor of Arts -

San Francisco State University

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RENITA M. SURLES