Natalia Becerra
San Diego
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Advanced Diabetes Supply
03.2022 - Current
- Responded proactively and positively to rapid change.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Dining Room Manager
Brookdale Senior Living Inc.
04.2011 - 03.2022
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Stayed current on industry trends and best practices, attending conferences and workshops to continually improve the dining room experience for guests.
- Coordinated with catering staff to deliver food services for special events and functions.
- Enhanced customer satisfaction by ensuring timely and efficient service in the dining room.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Ensured a clean and safe dining environment by enforcing strict adherence to health and safety regulations.
- Streamlined operations by creating efficient schedules for all dining room staff members.
- Designed overall floorplans and coordinated modifications for events and special reservations.
- Optimized workflow by cross-training employees in various roles throughout the dining room operation.
- Fostered a culture of teamwork among staff members by regularly hosting meetings to discuss goals, challenges, and successes within the department.
Education
High School Diploma -
Escondido Charter High School
Escondido, CA05.2010
Skills
- Calm and Professional Under Pressure
- Calm Under Pressure
- Account Management
wpm Typing Speed
- 80 wpm Typing Speed
- Call Center Operations
- Customer Relationship Management
- Problem Resolution
- De-Escalation Techniques
- Computer Skills
- Policies and Procedures Adherence
- Inbound Customer Service
- Following scripts
- Understanding Customer Needs
Timeline
Customer Care Representative
Advanced Diabetes Supply
03.2022 - Current
Dining Room Manager
Brookdale Senior Living Inc.
04.2011 - 03.2022
High School Diploma -
Escondido Charter High School
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