Stephanie Rocha
San Antonio
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
TEKsystems
09.2025 - Current
- Implemented best practices for handling customer complaints, enhancing overall service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Ally Bank
03.2025 - 05.2025
- Keeping sensitive Private Customer Information confidential.
- Assist new and existing customers with opening or closing bank accounts.
- General banking needs such as wire transfer information, ACH transfers, internal transfers, check orders, debit card ordering.
- Review pending applications and assist customers in submitting additional information that is required.
- Assist with fraud review and manage blocks/holds on customer accounts.
- Staying current and educated on banking regulations, and swiftly implementing new or updated regulations into daily work tasks.
- Monitor Key Performance Indicators and adhere to set time frames for call/wrap times.
- Work closely with Team Leads to ensure accurate, updated information is being relayed to customers.
Administrative Assistant/ Community Standards
CCMC
05.2023 - 03.2025
- Maintained files and filing, keeping sensitive information confidential.
- Served as primary point of contact for facilitating operational and administrative inquiries.
- Greeted visitors and callers and handled inquiries. Provided support to customers via email or chat services when required.
- Review and processed Architectural Modification Requests.
- Monitored changes in laws, regulations, and industry standards to maintain compliance.
- Investigated complaints, disturbances, and violations, and resolved problems following rules and regulations.
- Pursued and collected assessment payments and accurately recorded remittances.
- Enforced community guidelines and maintained a respectful environment.
Lead Generator
Sunrun
02.2022 - 05.2023
- Engaged customers in meaningful conversations about how product offerings could help meet needs.
- Demonstrated excellent communication skills when interacting with clients via phone, email, and face-to-face meetings.
- Adjusted sales scripts to better target needs and interests of specific individuals.
- Utilized customer relationship management software to track lead progress from initial contact to close of sale.
- Maintained a high level of product knowledge to effectively answer customer inquiries.
- Participated in team meetings to discuss strategies for increasing sales performance.
- Developed creative strategies to overcome objections from potential customers during sales calls.
- Scheduled appointments for sales representatives to meet with prospective customers and for customers to attend sales presentations.
Assistant Manager
Marco's Pizza
05.2019 - 02.2022
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Managed daily and weekly operations of the store.
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties.
- Established clear communication channels between staff members to ensure smooth workflow throughout the store.
- Interviewed potential job candidates and made hiring recommendations to general manager.
- Handled employee discipline and termination according to company policies.
- Ensured compliance with all applicable laws regarding health codes, labor regulations, and safety standards.
Security Operations Manager
Securitas
12.2014 - 05.2019
- Lead a team of security operations personnel to ensure the safety and security of sensitive information assets.
- Trained subordinate security professionals or other organization members in security rules and procedures.
- Monitored and authorized entrance and departure of employees and visitors.
- Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
- Wrote and reviewed security-related documents, such as incident reports, proposals and tactical and strategic initiatives.
- Responded to medical emergencies, bomb threats, fire alarms and intrusion alarms.
- Coordinated security operations or activities with public law enforcement, fire and other agencies.
Pet Care Manager
PetSmart, Inc.
09.2011 - 12.2014
- Demonstrated expertise in providing excellent customer service to pet owners and their pets.
- Maintained accurate records of animals admitted into the facility, and ensured sick pets were isolated and treated in a timely manner.
- Utilized strong organizational, communication and problem-solving skills to ensure efficient operations of the pet care facility.
- Supervised staff members by providing feedback on performance, conducting regular evaluations and addressing any issues that arise.
- Enforced strict adherence to company policies related to the care, handling and treatment of animals under our care.
- Analyzed financial data regularly in order to identify trends or opportunities for cost savings initiatives.
Education
High School Diploma -
EIE Academy
Monrovia, CA06.2011
Skills
- Filing
- Data Entry
- Spreadsheet Management
- Office Administration
- Documentation and Recordkeeping
- AP/AR proficiency
- Relationship Building
- Account Management
- Compliance monitoring
- Calm and Professional Under Pressure
- Adaptability
- Regulatory Compliance
- Sales Transactions
- Complaint resolution
- Time Management
- Effective Communication
- Computer Skills
- Persuasion techniques
- Attention to Detail
- Task Prioritization
- Customer Service
- Active listening
- Critical thinking
Timeline
Customer Service Representative
TEKsystems
09.2025 - Current
Customer Service Representative
Ally Bank
03.2025 - 05.2025
Administrative Assistant/ Community Standards
CCMC
05.2023 - 03.2025
Lead Generator
Sunrun
02.2022 - 05.2023
Assistant Manager
Marco's Pizza
05.2019 - 02.2022
Security Operations Manager
Securitas
12.2014 - 05.2019
Pet Care Manager
PetSmart, Inc.
09.2011 - 12.2014
High School Diploma -
EIE Academy