Yecenia Caratachea
Summary
I have over ten years of managerial experience in various areas, including call center, email, chat, and in-person support. I have a strong background in budgeting and have worked with online sellers. Additionally, I am well-trained in different sales and customer service areas.
Overview
21
21
years of professional experience
Work History
Spanish Bilingual CSR
Foundation for California Community Colleges
09.2021 - Current
- Handles inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner
- Determines eligibility by comparing client information to requirements
- Performs research using available resources and routes calls/chats to the appropriate resources
- Multitasks and remains calm under pressure, especially during peak hours or difficult calls; de-escalate calls/chats appropriately
- Escalates priority issues, follows up on complex problems, and reports to management
- Completes call/chat notes and reports as necessary and updates them in the CRM
Customer Service
Nudo’s Pharmacy
07.2020 - 09.2022
- Extensive background in managing customer accounts and maintaining a comprehensive log of all relevant activities, including issue resolution and actions taken
- Identifying merchandise based on customer preferences and needs
- Proven track record of successfully handling challenging customer queries and concerns, resulting in their effective resolution
- My experience includes handling inbound/outbound calls, with a daily average of 100-150 instances
- I have also assisted customers in the pick-up of their medication and supported pharmacists in ensuring high standards of quality control within the pharmacy
- Responsible for packing medication based on the designated destination, such as mailouts, pickup, and delivery
Assistant Manager
Noam Hanoch, LLC/Citizens of Humanity
10.2014 - 03.2018
- Experience in protecting assets through internal controls and supervising financial condition via audits
- Maximize returns and minimize risk on cash
- Experience in preparing budgets by establishing schedules, collecting, analyzing, and consolidating financial data, and recommending plans
- Supervise sourcing and inventory controls by sourcing vendors, analyzing costs, managing production, and initiating corrective actions as necessary
- Negotiate prices, plan deliveries, and maintain production reports
- Provided a status report of financial conditions by interpreting and reporting financial data
- Plan each seasons production timeline calendar based on target dates
Assistant Manager
Goodwill
10.2009 - 09.2011
- Oversee daily production, resolve workplace problems, and audit quality decisions for donations
- Hire, train, develop, and supervise Production and Retail teams, and monitor inventory levels, ordering merchandise as required
- Promote, coordinate, and oversee safety issues throughout the store and audit donated goods for quality and accuracy in pricing
- Identify valuable items for designation to Shop Goodwill and EBay and monitor shipments for EBay and Online books
- Ensure production and retail implementations, emphasize good quality internal and external customer service, and surpass production budget targets
- Ensure accurate sales transactions, and securely collect, count, and deposit all monies
- Met or exceeded Production Budget (Controllable for Store)
Warehouse Supervisor
JCPenney Logistics LP
02.2003 - 09.2009
- Oversee assigned function to ensure processes are followed accurately and efficiently to achieve business plans
- Resolve problems and suggest improvements while communicating with associates, working with other functions, and supporting managers to achieve goals
Education
High School Diploma -
San Diego Community College District
Current -
San Diego Mesa College
Skills
- Upselling Strategies
- Data Collection
- Scheduling
- Account Updating
- Complaint Resolution
- Inbound and Outbound Calling
- Product Knowledge
- Data Entry
- Appointment Scheduling
- Call Management
- Consultative Sales
- Report Generation
- Paperwork Processing
- Coordination
- Customer Relations
- Shipping and Receiving Understanding
- Problem-Solving Abilities
- Document Control
- Proofreading
- Sales Closing
Timeline
Spanish Bilingual CSR
Foundation for California Community Colleges
09.2021 - Current
Customer Service
Nudo’s Pharmacy
07.2020 - 09.2022
Assistant Manager
Noam Hanoch, LLC/Citizens of Humanity
10.2014 - 03.2018
Assistant Manager
Goodwill
10.2009 - 09.2011
Warehouse Supervisor
JCPenney Logistics LP
02.2003 - 09.2009
High School Diploma -
San Diego Community College District
Current -
San Diego Mesa College
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