Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

THALIA MARMOLEJO

El Paso,TX

Summary

Offering positive and adaptable approach, well-suited for fast-paced customer service environments, and eager to learn and grow within industry. Brings foundational understanding of customer interactions and ability to quickly acquire product knowledge and technical skills.

Overview

27
27
years of professional experience

Work History

Contact Center Representative

Edfinancial Services
06.2024 - Current
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Enhanced team productivity through effective collaboration and communication with colleagues.
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
  • Reduced handle time by quickly identifying customer needs and providing accurate information.
  • Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Leasing Agent

Integrity Asset Management
06.2023 - 02.2024
  • Organizes and files appropriate reports, leases and paperwork
  • Assists property manager in preparation of weekly reports, resident communications, move-out inventory, market surveys, etc
  • Assists the Property Manager with any and all property management tasks he/she assigns
  • Responds to resident inquiries, compliments and criticisms in a timely and constructive manner
  • Responds to corporate, owner, and lender requests in a professional and timely manner
  • Correctly completes all lease applications, assists with application verification and notifies prospective residents of results
  • Types miscellaneous resident communication as needed
  • Completes all lease paperwork including related addenda and accepts rents and deposits
  • Perform external market outreach at nearby businesses, organizations, etc
  • Answers incoming phone calls and handles each call accordingly, whether it is a client call, irate resident, service request, etc
  • Transfer calls to assistant manager or property manager when appropriate
  • Performs work in a professional manner while meeting deadlines
  • Greets prospective residents, qualifies, determines needs and preferences, and professionally presents community and specific apartments while communicating features and benefits
  • Maintains awareness of local market conditions and trends
  • Contributes ideas to the property manager for marketing community and for improving resident satisfaction
  • Marketing Responsibilities for Social Media - Facebook, Instagram, Craigslist

Marketing and Business Development Associate

Border City Insurance Services
07.2022 - 11.2022
  • In charge of creating and ordering Business Card, Brochures, Calendars, presentation folders for company
  • Website Management to ensure customers are informed about services offered
  • Frequently visited potential customers to advise them on our insurance services and encouraged them to receive a quote
  • Cross Selling to our existing customers to encourage them to stay with our company
  • Entered all information in excel, related to the customers on a daily basis
  • Engaging in cold calling on a daily basis, outbound and inbound phone calls to promote business leads
  • Communicated through phone, Google applications, Zendesk, and laptop video camera
  • Fluent in English and Spanish
  • Excellent verbal and written communication skills
  • Literate in PC's and all other supplies used regularly in an office environment to perform departmental personnel's daily work assignments
  • Assisted in developing marketing materials that showcased our products and services effectively, attracting new clientele.
  • Conducted market research and analysis to identify emerging trends and competitor activities, informing strategic business decisions.
  • Engaged with customers to build business relationships.
  • Supported team members by sharing best practices, collaborating on strategies for challenging accounts, fostering a positive work environment.

Business Assistant

Koala Center for Sleep and TMJ Disorders
01.2022 - 03.2022
  • Consistently ensured professionalism in every telephone greeting.
  • Updated scheduling system with timely appointments.
  • Ensured that all cancellations and NoShows were tracked and rescheduled
  • Reached out to prospective patients to highlight clinic offerings.
  • Offered customers transportation to their appointment if they were unfortunate enough not to have reliable transportation.
  • Submitted daily reconciliation reports to corporate
  • Opened the facility and prepared the facility daily by cleaning and stocked supplies as needed
  • Welcomed individuals upon arrival to the facility.
  • I listened to and answered all voicemails and incoming emails.
  • Reviewed identification and insurance documentation to ensure customer eligibility.
  • Managed cash transactions and maintained payment records consistently.
  • Established productive relationships with sleep clinics

Operations Supervisor/Assistant Manager

Talecris Plasma Resources/Grifols
07.2001 - 03.2021
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Verified plasma compliance with established quality protocols.
  • Completed shipments, operations reports, assist in the training of staff
  • Executed opening and closing protocols.
  • Assisted with in house auditors
  • Conducted meetings with staff members
  • Conducted virtual meetings via Zoom for effective collaboration.
  • Reviewed and approved documents to assure valid information in order to submit to corporate personnel
  • Handle incoming calls and reach out to potential donors.
  • Adjusted storage systems to better meet the needs of team members.
  • Managed supply inventory efficiently.
  • Oversaw staff operations and handled donor complaints.
  • Ensured the confidentiality and safety of all patients
  • Monitored performance trends against established goals.
  • Executed postcard campaigns to attract and secure donor contributions.

Quality Supervisor

Talecris Plasma Resources
07.2001 - 03.2021
  • Managed production process to ensure superior plasma quality.
  • Trained newly hired quality supervisors and line staff
  • Hosted audits alongside the center manager
  • Analyzed and validated operational reports.
  • Directed visits for colleagues at the donation center.
  • Generated daily quality reports for operational use.

Phlebotomist

Talecris Plasma Resources
07.2001 - 03.2021
  • Performed venipunctures on qualified donors
  • Assembled the PCS2 machines for donors to use for plasma donation
  • Document vital donor information in charts
  • Assisted in donor reactions and complications
  • General housekeeping and maintenance

Casual Clerk

United States Postal Service
09.1999 - 06.2000
  • Successfully allocated mail and parcels to appropriate postal employees.
  • Ensured efficient organization and cleanliness of work sections for mail staff.
  • Maintained security by addressing PO box lock issues.
  • Distributed classified mail, ensuring delivery of certified and registered items to recipients.
  • Screened hazardous mail and packages efficiently.
  • Executed daily housekeeping tasks to support a well-maintained environment.

Customer Service Clerk

Kmart Corporation
07.1998 - 07.1999
  • Arranged apparel and sales items effectively.
  • Handled arrangement and presentation of items in several sections.
  • Operated cash registers efficiently to facilitate transactions.
  • Assisted with processing customer checks and manifestos.
  • Reconciled funds and ensured proper handling of receipts.
  • Maintained overall sanitation and orderliness of the workplace.

Education

High School Diploma -

Bel Air High School
El Paso, Texas

Diploma For Medical Assistant - Medical Assistant

Career Center Of Texas El Paso
El Paso, Texas

Skills

  • Management
  • Project management
  • Production
  • Marketing
  • Inventory coordination
  • Staff supervision
  • Recruiting and hiring
  • Reports
  • Quality assurance
  • Editing and approving
  • Observations
  • Employee development
  • Volunteer for various organizations
  • Practice Management Software
  • Front desk expert
  • Profit and loss accountability
  • Sound judgment
  • Cost analysis and savings
  • Customer retention
  • Vital signs
  • Computer literate
  • Microsoft Word/Excel
  • Payroll
  • Customer service expert
  • Scheduling
  • Trainer
  • Sales
  • Outbound/Inbound cold calling
  • Call handling
  • Training experience
  • Inbound phone calls
  • Call center operations
  • Resolving issues

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Contact Center Representative

Edfinancial Services
06.2024 - Current

Leasing Agent

Integrity Asset Management
06.2023 - 02.2024

Marketing and Business Development Associate

Border City Insurance Services
07.2022 - 11.2022

Business Assistant

Koala Center for Sleep and TMJ Disorders
01.2022 - 03.2022

Operations Supervisor/Assistant Manager

Talecris Plasma Resources/Grifols
07.2001 - 03.2021

Quality Supervisor

Talecris Plasma Resources
07.2001 - 03.2021

Phlebotomist

Talecris Plasma Resources
07.2001 - 03.2021

Casual Clerk

United States Postal Service
09.1999 - 06.2000

Customer Service Clerk

Kmart Corporation
07.1998 - 07.1999

High School Diploma -

Bel Air High School

Diploma For Medical Assistant - Medical Assistant

Career Center Of Texas El Paso

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THALIA MARMOLEJO