Susana Cachux
Gilroy,CA
Summary
Recent graduate with foundational knowledge in Program Support Services and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
HCA Management, Inc.
05.2022 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and effective support.
- Developed and maintained knowledge base articles to enhance team resources and customer self-service options.
- Collaborated with cross-functional teams to address product issues, improving overall customer satisfaction rates.
- Mentored junior staff on best practices in customer service, fostering a collaborative team environment.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Pipeline Manager
West Coast Mortgage Group & Realty
01.2010 - Current
- Managed budgetary requirements, ensuring projects were completed within allocated funds without compromising quality or safety standards.
- Streamlined communication between departments, fostering collaboration and improving project timelines.
- Optimized pipeline performance with thorough troubleshooting and root cause analysis methodologies.
- Conducted regular reviews of operating procedures to identify areas for improvement that ultimately boosted productivity levels.
- Ensured safe work environment by implementing strict safety protocols and providing regular training for staff.
- Developed strong relationships with clients, resulting in increased trust and repeat business opportunities.
- Implemented innovative solutions to address unique challenges faced within the industry, adapting quickly to evolving needs.
- Mentored junior staff members on technical skills and company processes, contributing to a highly skilled workforce able to tackle challenging tasks independently.
- Improved emergency response times by creating an efficient incident reporting system and clear escalation procedures.
- Led a team of skilled technicians, fostering a culture of continuous improvement and professional development.
Education
Bachelor of Science - Correctional Program Support Services
University of Phoenix
Tempe, AZ02-2025
Skills
- Logical Reasoning Skills
- Focused Listening Skills
- Client Support
- Efficient Data Management
- Proficient in Problem Solving
- Client Relationship Development
- Problem-solving
- Data entry
- Appointment scheduling
- Payment processing
- Time management
- Customer service excellence
- Verbal and written communication
Certification
CPR
Languages
Spanish
Native or Bilingual
Timeline
Customer Support Specialist
HCA Management, Inc.
05.2022 - Current
Pipeline Manager
West Coast Mortgage Group & Realty
01.2010 - Current
Bachelor of Science - Correctional Program Support Services
University of Phoenix