Karla Ocampo
Santee,CA
Summary
A highly motivated, bilingual employee with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong work ethic, adaptability and exceptional interpersonal abilities. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
10
10
years of professional experience
Work History
Sales Representative
DESIGNER SHOE WAREHOUSE
05.2024 - Current
- Responsibilities include organizing merchandise to be presentable, informing guests about the week's deals, and cashiering
- Communicate product features, advantages, and benefits to customers
- Provide product information to customers, and align products with customer needs to boost satisfaction
- Rotate and restock merchandise as needed
- Communicate with other stores to obtain specific merchandise details for the customer needs.
- Package online orders efficiently to ensure timely delivery.
- Maintain accurate and up-to-date floor tags to ensure clear product identification and pricing.
Call Center Agent
FOUNDATION FOR CALIFORNIA COMMUNITY COLLEGES
06.2024 - 11.2024
- Attended to the needs of families receiving social services across the state of California in the form of S-EBT.
- Provided accurate information about eligibility or how to obtain eligibility for the Sun Bucks program.
- Verified child in Sun Bucks Portal and EBT EDGE before discussing changes or status of the Sun Bucks card.
- Studied SOPs daily for accurate information and case documentation.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Recorded calls and case information in Salesforce, supporting efficient case management.
- Ensured CRM accuracy by regularly updating customer information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Kept current with program information to effectively manage call durations within or below average handle time.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Virtual Personal Administrative Assistant
Strong Family, LLC
04.2019 - 12.2023
- Streamlined communication between company owner and clients through professional correspondence and timely responses.
- Maintained appropriate filing of personal and professional documentation.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Kept detailed track of household and maintenance inventory and schedules.
- Assisted with translation services, facilitating clear and effective communication.
Customer Service Representative
ANSAFONE
09.2023 - 12.2023
- Engaged in outbound calling to Medicaid members, with information regarding their dental procedures with DentaQuest
- Prior to proceeding with the call, the member had to verify HIPAA while the agent advised on call recording.
- Utilized an automated script to verify HIPAA compliance and engage in a simple description of approved or denied dental procedures
- Advised the member to call Medicaid directly if needed to change the dentist or update information
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Adhered to average handle time standards during the discussion of patients' dental procedure approvals or denials.
Stock Room Associate
Target
10.2022 - 07.2023
- Demonstrated flexibility in adapting to changing store needs or priorities, willingly taking on additional responsibilities as needed to support overall operations.
- Maintained accurate inventory records, ensuring timely replenishment of stock and preventing product shortages.
- Operated efficiently under pressure during busy seasons, prioritizing tasks effectively while maintaining a strong commitment to detail-oriented work.
- Checked numbers manually and used hand-held equipment to locate products.
- Stocked merchandise, clearly labeling items, and arranging according to location on the floor.
- Operated stock room machinery to retrieve merchandise as needed.
Funding Specialist
Honor Finance, LLC
02.2015 - 08.2018
- Confirmed employment details with borrowers' employers as part of the auto loan approval process.
- Confirmed active insurance for borrowers through direct communication with insurance providers.
- Contacted dealers to confirm vehicles were in optimal condition.
- Validated borrowers' references to support loan approval processes to ensure creditability.
- Engaged with dealers to recover vehicles from borrowers lacking verified insurance or employment.
- Engaged in collection calls upon completion of funding files.
Education
Bachelor of Arts - Forensic Psychology
Arizona State University
Online10.2025
Skills
- Account management
- Computer proficiency
- Customer service
- Microsoft proficient
- Complex Problem-solving
- Data entry
- Salesforce knowledge
- HIPAA knowledge
- CRM knowledge
- Flexibility and adaptability
- Fluent bilingualism
- Multitasking and organization
Languages
Spanish
Native
Website, Portfolio and Profiles
www.linkedin.com/in/karlanocampo
Timeline
Call Center Agent
FOUNDATION FOR CALIFORNIA COMMUNITY COLLEGES
06.2024 - 11.2024
Sales Representative
DESIGNER SHOE WAREHOUSE
05.2024 - Current
Customer Service Representative
ANSAFONE
09.2023 - 12.2023
Stock Room Associate
Target
10.2022 - 07.2023
Virtual Personal Administrative Assistant
Strong Family, LLC
04.2019 - 12.2023
Funding Specialist
Honor Finance, LLC
02.2015 - 08.2018
Bachelor of Arts - Forensic Psychology
Arizona State University
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