Sandra Acosta

• Responds appropriately and timely to complex, high risk, non-litigated customer complaints including key state regulatory agencies and the Better Business Bureau
• Enters detailed case history into a case management system throughout the investigation and resolution process including notes, copies of letters, and other documentation
• Investigates complaint allegations by interfacing with business partners
• Maintains a high level of business knowledge as it related to vertical businesses as well as working knowledge of related businesses
• Analyzes situations, interprets policy and/or procedures, uses good judgment skills within and outside policies, and consults with field management and vendor contacts to determine and execute effective and satisfactory resolution process
• Maintains individual case file for every case managed and retains records as needed based on the type of case managed a high volume of 90 approximate calls a day
• Makes recommendations for case resolution based on history of similar issues and Sears guidelines. Obtains approval if resolution requires going outside of guidelines
• Writes letters of response to the Better Business Bureau and regulatory agency cases. Obtains approval from legal when a legal response is required
• Identifies and escalates business issues and trends to appropriate management. high volume of approximate 60 emails per day.
• Reviews current work processes and documents and makes recommendations for improvement and standardization of those work processes
• Manages a daily log for tracking purposes
• Adheres to company policy, procedure, code of conduct and ethical guidelines
• Performs all other duties as assigned

• Developed strong client relationships through consistent communication and attentive service.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
• Earned recognition as a top performer consistently exceeding targets throughout tenure as a specialist in the field.
• Followed all company policies and procedures to deliver quality work.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Interpreted clients' needs and introduced services to fit specific requirements.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Collected, arranged, and input information into database system.

• Researches and drives a satisfactory resolution while identifying errors, omissions, deviations that occurred resulting in a Corporate executive level escalation by the customer or member
• Partners with all responsible parties within the organization to ensure appropriate and timely determination of scope, impact, root cause and resolution
• Responds appropriately and timely to complex, high risk, non-litigated customer complaints including key members of Senior Leadership
• Enters detailed case history into a case management system throughout the investigation and resolution process including notes, copies of letters, and other documentation
• Interacts will all levels of staff and provides status updates in a timely manner, and manages multiple cases simultaneously
• Determines scope, customer impact (pain point), and deviations in process to gain complete and actionable responses to both member complaints and root cause
• Works with the Business unit (BU) Single Points of Contact (SPOCS), Subject Matter Experts, and key stakeholders to determine the breadth and scope of the investigation to identify the appropriate root cause
• Gathers and reports appropriate preventative actions reported by business units to prevent reoccurrence of the deviation
• Authors and manages the investigations to meet key timing commitments, with well-investigated and well-documented analyses
• Uses effective questioning and investigation techniques and collaborative relationships to conduct high-quality investigations and identify meaningful corrective actions
• Works with minimal supervision to drive analyses to closure
• Performs other duties as assigned.

• Credit cards, checks, gift cards, and coupons were all processed by me
• Keep checkout areas clean and orderly, as well as perform other cleaning tasks such as mopping floors and emptying trash cans
• Provide excellent customer service by scanning and bagging groceries quickly and courteously
• Trained team members to work as cashiers in accordance with company policies and procedures
• Counted cash in the register drawer to keep the register balanced at the start and end of each shift.