Polite and professional. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings.
Overview
9
9
years of professional experience
Work History
CALL CENTER REPRESENTATIVE
HealthNet
Oakland, CA
07.2021 - 11.2024
Answer high volume inbound calls and respond to emails from members, and providers
Support calls from members regarding eligibility, authorizations, enrollment, payments/billing, claims, and ID cards
Document all activities for quality and metrics reporting through the Customer Relationship
CALL CENTER REPRESENTATIVE
Gap Inc
Rocklin, CA
08.2020 - 02.2021
Executed research and resolution of customer and bank follow-up orders utilizing fraud detection tools.
Addressed customer issues by adhering to departmental verification guidelines.
Demonstrated effective multi-tasking abilities while managing time efficiently.
CUSTOMER SUPPORT REPRESENTATIVE
IHSS In Home Support Services
Oakland, CA
06.2019 - 07.2020
Answered customer questions and addressed concerns, resulting reduction in complaint calls
Answered 70+ inbound calls per day and directed to designated individuals or departments
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
SHIFT MANAGER
McDonald's
San Leandro, CA
06.2018 - 06.2019
Oversaw scheduling operations, including approval of time-off requests and coordination of coverage for short-staffed shifts
Guided and developed new employees to enhance overall team performance.
Led training and supervision of crew members to enhance team performance.
CASHIER/ SALES ASSOCIATE
Ross Dress For Less
San Leandro, CA
06.2015 - 03.2018
Providing friendly customer service while obtaining fast checkout
Understanding the customers are always right
Handling register and cash drawer
Greeting shoppers as they entered the store
Assisting shoppers with their store needs.
Education
High School Diploma -
John Muir Charter School
Sacramento, CA
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American River College
Skills
Implemented quality assurance controls to ensure product compliance and reliability
Assisted customers with inquiries and issues to enhance satisfaction Provided timely solutions to support customer needs Collaborated with team members to improve service delivery
Facilitated training and development initiatives to enhance employee skills and