Michelle Vargas
San Diego
Summary
Committed to enhancing customer satisfaction by providing outstanding service and unparalleled support in a leadership role.
Overview
7
7
years of professional experience
Work History
Lead Customer Service Representative
Medi-Cal Rx
Remote
10.2020 - Current
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Provides timely resolutions to customer complaints that have escalated to the highest level.
- Managed the departments customer/support services quality improvement programs.
- Responsible for training and development of lower-level staff.
- Addressed customer inquiries, solving problems and providing claim information.
- Helped/Coached peers handling incoming calls and managed escalated needs with targeted resolutions.
- Led customer service team to ensure timely resolution of client inquiries.
Administrative Assistant Supervisor
Ceramic Pro
San Diego
12.2018 - 10.2020
- Supervised and provided excellent customer service to callers requiring assistance for car detail needs.
- Organized office event planning.
- Managed daily office operations, negotiated contracts, managed vendor relations and acted as primary liaison with outside organizations.
- Assembled and filled boxes and other cartons to safely package items for shipment.
- Implemented an Inventory scanning system to avoid fraudulent charges.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Monitored management work calendar and scheduled appointments, meetings, and travel.
- Resolved issues through active listening and open-ended questioning, taking on escalations.
- Anticipated staffing needs by analyzing workflow and strengths of employees.
- Answered multiple console telephone system to direct calls to appropriate personnel.
- Supervised and provided excellent customer service to callers requiring assistance for car detail needs.
- Trained team members on performance metrics and consumer behavior identification.
Education
Certificate - Pharmacy Technician
UEI
Kearney Mesa, CA01.2012
Skills
- Complaint resolution
- Good listening skills
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Proficient in Office products
Languages
Spanish, Native or Bilingual
Timeline
Lead Customer Service Representative
Medi-Cal Rx
10.2020 - Current
Administrative Assistant Supervisor
Ceramic Pro
12.2018 - 10.2020
Certificate - Pharmacy Technician
UEI