Summary
Overview
Work History
Education
Timeline
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Viviana Garcia

Miami,FL

Summary

Dedicated and detail-oriented Customer Service and Billing Specialist with over five years of experience in providing exceptional customer support and managing billing processes. Proficient in resolving complex billing inquiries, handling customer complaints with empathy, and ensuring accurate financial transactions. Strong communication skills and a proven ability to maintain customer satisfaction in fast-paced environments. Committed to fostering positive customer relationships and achieving organizational goals through meticulous attention to detail and a proactive approach.

Overview

6
6
years of professional experience

Work History

Billing Lead

Behavioral Family Solutions
01.2021 - Current
  • Achieved timely payments from clients by sending reminders, negotiating payment terms, and resolving disputes promptly.
  • Ensured compliance with industry regulations by staying informed on changes and updating company policies accordingly.
  • Prioritized and managed high-volume workloads, meeting established deadlines and maintaining a high level of productivity in a fast-paced environment.
  • Managed a team of billers, providing guidance, coaching, and performance evaluations for professional growth and development.
  • Reduced billing errors through meticulous review of invoices and close collaboration with the accounting team.
  • Maintained detailed records of client contracts and service agreements, ensuring accurate invoicing based on agreed-upon terms.

Service Desk Supervisor

Home Depot
11.2020 - 01.2021
  • Handle customer issues and escalations, run cash reports at the end of the shift, revise customer orders, assist cashiers with cash problems, create and correct customer orders.
  • Collaborated with IT management to develop strategic plans for improving overall service quality and efficiency.
  • Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
  • Managed escalations effectively, resolving complex technical issues promptly and professionally.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.

Head Cashier

Home Depot
04.2019 - 11.2020
  • Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately.
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
  • Collaborated with store management to optimize cashier scheduling for peak hours, maximizing efficiency.
  • Implemented loss prevention strategies by vigilantly monitoring transactions and identifying potential theft risks.
  • Managed multiple registers during high-traffic periods, effectively reducing customer wait times and increasing sales revenue.

Customer Service Representative

Home Depot
09.2018 - 04.2019
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Bachelor of Arts - Psychology

Florida International University
Miami, FL
12.2024

High School Diploma -

Robert Morgan Educational Center
Miami, FL
06.2018

Timeline

Billing Lead

Behavioral Family Solutions
01.2021 - Current

Service Desk Supervisor

Home Depot
11.2020 - 01.2021

Head Cashier

Home Depot
04.2019 - 11.2020

Customer Service Representative

Home Depot
09.2018 - 04.2019

Bachelor of Arts - Psychology

Florida International University

High School Diploma -

Robert Morgan Educational Center

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Viviana Garcia