Carol Galindo
Lancaster
Overview
15
15
years of professional experience
Work History
Contact Center Specialist-Team Lead
CIT Bank
02.2024 - Current
- Streamlined contact center operations for increased efficiency through process improvements.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers.
- Analyzed call metrics data regularly identifying areas for improvement in individual performance or overall team effectiveness and track.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
- Assisted with training and materials for new employees, ensuring consistency in service delivery across the team.
- Mentored junior team members on contact center procedures and best practices, fostering a supportive work environment.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and procedures.
Contact Center Specialist II
CIT Bank
01.2019 - 02.2024
- Maintained accurate records of agent interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
- Assist and guide associate with completing customer inquiry’s and process transactions.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Facilitated cross-functional collaboration among departments when necessary for issue resolution or process enhancement initiatives.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to change.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and backed up other customer service managers.
Contact Center Specialist I
CIT Bank
09.2017 - 01.2019
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Utilized CRM software proficiently for managing customer information and tracking case progress efficiently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated interest totals, updated accounts, and left detailed notes for record of transaction.
Office Assistant
Los Angeles County Office of Education
08.2015 - 04.2016
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitors.
- Improved data accuracy, entering and updating records in database with keen eye for detail.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Supported executive staff with well-prepared reports, presentations, and meeting materials.
Cashier / Call Center
PRWT Services Inc.
05.2013 - 05.2015
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Issued parking permits.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Used POS system to enter orders, process payments and issue receipts.
Bank Teller
Bank of America
11.2011 - 11.2012
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Counted and packaged currency and coins.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Processed customer transactions promptly, minimizing wait times.
Cashier
Ross Dress for Less
08.2009 - 11.2011
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Education
High School Diploma - General Studies
City of Angels
Los Angeles, CA06.2009
Skills
- Workforce management
- CRM software
- Verbal and written communication
- Data entry
- FLUENT IN English & Spanish
- Typing 55 wpm
- Proficiency in Microsoft Word and Outlook software
- Attention to detail
- Computer skills
- Problem-solving skills
- Reliability
Timeline
Contact Center Specialist-Team Lead
CIT Bank
02.2024 - Current
Contact Center Specialist II
CIT Bank
01.2019 - 02.2024
Contact Center Specialist I
CIT Bank
09.2017 - 01.2019
Office Assistant
Los Angeles County Office of Education
08.2015 - 04.2016
Cashier / Call Center
PRWT Services Inc.
05.2013 - 05.2015
Bank Teller
Bank of America
11.2011 - 11.2012
Cashier
Ross Dress for Less
08.2009 - 11.2011
High School Diploma - General Studies
City of Angels
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