Maria Rosie Ultreras
Glendale,AZ
Summary
Knowledgeable and dedicated customer service professional with experience in housing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Housing Authority Of Maricopa County
Peoria, AZ
08.2021 - Current
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Answer constant flow of customer calls with minimal wait times.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provide excellent customer care by responding to requests, assisting with resources and information.
- Assist customers on Rent Cafe to register their accounts to complete Annual Recertification's and or Change Reports.
Vendor Relations II
Waste Management
Phoenix, AZ
12.2020 - 07.2021
- Project Management - Coordinating /Logistics for trash compaction equipment
- Exceeded goals through effective task prioritization and great work ethic
- Coordinated with vendors and clients direct via email and phone
- Responsible for submitting purchase orders while maintaining project budget
- Managed projects for high profile companies such as Lowe's, Home Depot, Pepsi, large grocery chains, etc
- Developed productive relationships with key account holders
- Assessed areas of service concern and developed improvement plans
- Conducted research, gathered information from multiple sources and presented results.
Operations Service Specialist
Door Special Collection Services
Phoenix, AZ
06.2018 - 12.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Worked closely with leadership to deliver project requirements, develop solutions and meet deadlines
- Handled and delegated tasks, including emails and call backs to residents who needed a resolution to an issue or concern
- Optimized processes by training employees to apply industry best practices and observe all protocols
- Communicates and provides feedback proficiently to management team
- Resolved escalated calls from representatives in multiple market areas.
Customer Service Representative
Waste Management
Phoenix, AZ
07.2017 - 06.2018
- Assessed customer needs and upsold products and services to maximize sales
- Partnered with leadership on special projects
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information
- Trained new employees in procedures and policies in order to maximize team performance
- Translated services to serve Spanish-speaking customers to better assist with their needs
- Set up and activated customer accounts.
Child Care Specialist
Family Support Resources
Glendale, AZ
07.2008 - 06.2017
- Advanced writing and documentation skills
- Computer skills including use of Microsoft Word and Excel
- Experience working with individuals with physical, emotional, behavioral, and other barriers
- Knowledge of community resources
- Professionalism and ability to maintain confidentiality
- Proven ability to establish and maintain contacts with referral sources and service providers
- Skilled at performing assessments and identifying appropriate services
- Discussed emotional or developmental problems with parents Participated in parent conference
- Observed and monitored children's play activities
Food Service Cashier
Glendale Elementary School District
Glendale, AZ
11.2015 - 05.2017
- Balanced cash drawer at the end of the shift
- Balanced daily receipts, cash, and prepared bank deposits
- Developed knowledge of bank account transactions
- Operated a cash register
- Processed a high volume of transactions in cash and checks
- Replenished cash in registers on a regular basis and totaled out cash balance
Caregiver
Glendale, AZ
01.2001 - 07.2008
- Scheduling daily and weekly activities
- Entertained, conversed with, or read aloud to patients to keep them mentally healthy and alert
- Maintained records of patient care, condition, progress, or problems
- Performed a variety of duties as requested by client, such as obtaining household supplies or running errands
- Provided patients and families with emotional support
- Attend appointments
Education
Advanced Financial Services in Banking -
AIBT
1996
GED -
A.I.B.T.
Phoenix, AZ02.1995
Skills
- 10 key by touch (10 years)
- Research
- Policy and Procedure Adherence
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Customer Inquiry Response
- Team-Oriented and Cooperative
- Solving Customer Concerns
Timeline
Customer Service Representative
Housing Authority Of Maricopa County
08.2021 - Current
Vendor Relations II
Waste Management
12.2020 - 07.2021
Operations Service Specialist
Door Special Collection Services
06.2018 - 12.2020
Customer Service Representative
Waste Management
07.2017 - 06.2018
Food Service Cashier
Glendale Elementary School District
11.2015 - 05.2017
Child Care Specialist
Family Support Resources
07.2008 - 06.2017
Caregiver
01.2001 - 07.2008
Advanced Financial Services in Banking -
AIBT
GED -
A.I.B.T.
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