Beatriz Roper
San Diego
Summary
Compassionate and resourceful professional with a background in community support. Strong active listening and critical thinking skills, contributing to successful client interactions and program awareness. Prepared to drive impactful customer service solutions.
Overview
9
9
years of professional experience
Work History
Customer Service Representative (ACCESS)
INFO LINE OF SAN DIEGO COUNTY
San Diego
08.2023 - Current
- Managed high-volume inbound calls while providing excellent customer service.
- Conducted intake and eligibility screenings for Calfresh benefits.
- Informed customers of verifications needed for new applications submitted.
- Documented calls history in detail and updated customers profiles.
- Maintained compliance with privacy and confidentiality policies.
- Informed customers of hours of operation and locations to apply for benefits.
- Reminded customer to renew benefits before expiration date.
Quality Assurance Manager
INFO LINE OF SAN DIEGO COUNTY
San Diego, CA
06.2019 - 08.2023
- Experienced in working in a calling center by training new employees to focus in client center approach.
- Created Power Point presentations to show policies aligned with the County of San Diego protocols. Instructed employees about HIPAA regulations and confidentiality regulations.
- Coached employees in how to proceed when they encounter crisis calls and to de-escalate difficult calls.
- Trained employees to utilize the county program Calsaws and Salesforce where personal information is accessible and stored.
- Scheduled in person and video calls to meet with employees to talk about growth opportunities and progress.
- Reviewed recorder calls to identify coaching opportunities.
Community Connector
INFO LINE OF SAN DIEGO COUNTY
San Diego, CA
02.2017 - 06.2019
- Provided customer service by informing the public of all programs that the county offered. Such as, rental assistance, shelters, food banks, SDGE care program discounts and more.
- Collected customer information to provide the correct resource based on their current situation.
- Supported individuals in crisis with empathy and professionalism.
- Collaborated with community organizations and service providers.
- Utilized resource databases to identify community support programs.
Education
Bachelor of Arts - Criminal Justice Administration
San Diego State University
San Diego, CA08-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Bilingual (spanish)
- Computer proficiency
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative (ACCESS)
INFO LINE OF SAN DIEGO COUNTY
08.2023 - Current
Quality Assurance Manager
INFO LINE OF SAN DIEGO COUNTY
06.2019 - 08.2023
Community Connector
INFO LINE OF SAN DIEGO COUNTY
02.2017 - 06.2019
Bachelor of Arts - Criminal Justice Administration
San Diego State University