ROCIO BERNAL
Las Vegas,NV
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
11
11
years of professional experience
1
1
Certification H&R Block Tax preparer
1
1
HR Management Certificate UNLV
4
4
years of post-secondary education
Work History
Wherehouse Trainer
Sephora USA
Las Vegas, NV
11.2021 - Current
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Used pallet jacks to move items to and from warehouse locations.
- Filed requisitions for out of stock items and supplies.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Conducted inventory transactions using scanner gun.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Utilized proper techniques for lifting, packing and handling heavy objects.
Complex Customer Representative Services
United Health Group, Optum
Las Vegas, NV
10.2018 - 07.2021
- Assist members with benefits questions and information about health plans
- Provide information and answer questions about claims and assist with any issues
- Help members by adding a doctor , requesting a new id card and more
- Assist with web page questions ,creating new accounts, reset password and more
- Billing assistance related to provider, facility and more.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set up and activated customer accounts.
- Made outbound calls to obtain account information.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Department Supervisor With Keys
Toys R Us/Babies R Us
Las Vegas, Nevada
02.2014 - 06.2018
- Provide Excellent Customer Service
- Opened and closed store
- Manager daily duties including: customer service, in stocks, hard tags/ soft tags, complaints, replenishment, hired, trained and discipline staff
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Measured business levels and forecasted trends to better align supplies and employee scheduling for optimum coverage.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Monitored sales performance through analysis of sales reports and comparison shopping.
- Trained and mentored new associates on department policies and procedures.
- Maintained high merchandising standards by building attractive displays and monitoring inventory levels.
Tax Operator
H&R Block
Hillsboro, Oregon
10.2012 - 04.2013
- Provide Customer Service
- Prepared taxes
- Provided clients with information
- Analyzed information and assessed liabilities and deductions according to relevant tax code.
- Responded to state and federal tax notices by preparing written responses or tax return amendments.
- Calculated form preparation fees according to return complexity and processing time required.
- Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
Education
High School Diploma -
Desert Pines High School
Las Vegas 11.2012 - 06.2016
HR Management Certificate - HR
UNLV
Las Vegas, NV 2024.01 - 2024.05
Skills
- Excellent Written and Verbal Communication Skills
- Knowledge of Word, PowerPoint and Excel
- Supervised staff of 15-25 team members
- Efficient and Detail-Oriented
- Time Management
- Computer Skills
- Excellent Attention to Detail
- Policies and Procedures Adherence
- Work Prioritization
- Proactive Self-Starter
- Ability to create schedules, training and discipline
- Strong Organizational Skills
- Conflict resolution, Problem Solving, Analyzing data
Languages
Languages
Spanish
Native/ Bilingual
Certification
- Warehouse Training - 2023
- Excellent costumer service, United Health care. 2019
- Tax preparer H & R Blocks - 2013
Quote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 -50 staff members.
Timeline
HR Management Certificate - HR
UNLV
2024.01 - 2024.05
Wherehouse Trainer
Sephora USA
11.2021 - Current
Complex Customer Representative Services
United Health Group, Optum
10.2018 - 07.2021
Department Supervisor With Keys
Toys R Us/Babies R Us
02.2014 - 06.2018
High School Diploma -
Desert Pines High School
11.2012 - 06.2016
Tax Operator
H&R Block
10.2012 - 04.2013
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