VANESSA CASTRO
CICERO,IL
Summary
Versatile with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Supervisor
VCA Hospitals
07.2016 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Completed bi-weekly payroll for employees.
Lead Event Specialist
Advantage Sales And Marketing
07.2010 - 02.2014
- Effectively communicated with and supported sales, marketing and administrative teams.
- Coordinated schedules and timelines for events.
- Brainstormed and implemented creative event concepts and themes.
- Trained and supervised event staff to complete tasks on time.
- Built long term customer relationships and advised customers on purchases and promotions.
- Politely assisted customers in person and via telephone.
Education
High School Diploma - General Studies
Morton East High School
Cicero, ILSkills
- Staff Monitoring
- Inventory Accuracy
- Customer Service and Assistance
- Maintaining Clean Work Areas
- Microsoft Office
- Training Initiatives
- Issue Resolution
- Outbound and Inbound Calls
- Coaching and Mentoring
- Works well under pressure
- Flexible
- I can multitask
- Dedicated team player
Timeline
Customer Service Representative Supervisor
VCA Hospitals
07.2016 - Current
Lead Event Specialist
Advantage Sales And Marketing
07.2010 - 02.2014
High School Diploma - General Studies
Morton East High School
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