Angelica Avina
Buena Park
Summary
Dynamic and results-driven professional with a proven track record at Forest Lawn Memorial Park, excelling in customer support and compassionate communication. Recognized for enhancing customer satisfaction and fostering positive relationships, while effectively managing multiple projects in fast-paced environments. Skilled in funeral planning and cultural sensitivity, ensuring exceptional service delivery.
Overview
8
8
years of professional experience
Work History
Funeral Service Arrangements Representative II
Forest Lawn Memorial Park
10.2020 - 07.2023
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Account Coordinator
Edovo
03.2018 - 10.2020
- Streamlined communication between clients and internal teams for seamless project execution.
- Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
- Facilitated weekly status reports, project documentation and client billing.
- Acted as a liaison between various departments within the organization, facilitating smooth collaboration on shared projects or initiatives.
Call Center Supervisor
Legacy Inmate Communications
10.2015 - 03.2018
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Trained team members on performance metrics and consumer behavior identification.
Education
Associate of Arts -
Cypress College
Cypress, CA05-2028
Skills
- Customer support
- Funeral arrangements
- Data entry proficiency
- Compassionate communication
- Funeral planning
- Cultural sensitivity
Languages
Spanish
Native or Bilingual
Timeline
Funeral Service Arrangements Representative II
Forest Lawn Memorial Park
10.2020 - 07.2023
Account Coordinator
Edovo
03.2018 - 10.2020
Call Center Supervisor
Legacy Inmate Communications
10.2015 - 03.2018
Associate of Arts -
Cypress College
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