Bertha Licano
Phoenix
Summary
Highly motivated and dedicated employee with desires to take on new challenges. Strong worth ethic, adaptable and empathetic. Ready to work effectively and quickly master new skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Peckham, Inc.
02.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provide Customer service by answering incoming calls
- Handle inquiries and requests in a professional manner
- Verify and record data with caller and escalate issues as appropriate
- Assist with special handling calls such as Help Desk/Supervisor
- Assist team members with application inquiries
Team Support Representative
Peckham, Inc.
02.2023 - 12.2023
- Answered team members questions on client policies and procedures
- Provide continuous coaching to team members to help them succeed
- Acted as “walking Help Desk” to answer team members' questions
- Assessed and addressed the learning comprehension and development of team members
- Completed data collection for daily and monthly reports including AHT and AUX usage and Tableau reports
- Reported daily to supervisors including feedback on team and agents
- Adhered to organization quality standards
- Worked effectively with team members and staff
- Assisted supervisors when needed on team meetings
Cashier/Customer Service
Jack In The Box
02.2012 - 02.2013
- Welcomed and thanked guests to demonstrate appreciation
- Operated cash registers to process customer orders
- Stocked shelves with inventory items
- Followed health and safety regulations when handling food
- Replenished condiments, napkins, and other supplies at the counter area.
- Performed opening and closing duties such as cleaning counters or restocking supplies
- Maintained records of sales and transactions using POS systems
- Assisted in training new employees in operations and customer service standards.
- Adhered to company policies when dealing with difficult situations or customer complaints
- Served and verified orders to customers
Education
High School Diploma -
James Sandoval Preparatory High School
Phoenix, AZ05.2011
Skills
- Customer support
- Appointment Setting
- Training and mentoring
- Performance monitoring
- Data entry
- Help Desk
- MRPT Cleared
Additional Information
- Member of the "Stand Out" programe provided by Peckham for upward mobility.
- Volunteer of Teen Life Line (2011-2012)
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Team Support Representative
Peckham, Inc.
02.2023 - 12.2023
Customer Service Representative
Peckham, Inc.
02.2022 - Current
Cashier/Customer Service
Jack In The Box
02.2012 - 02.2013
High School Diploma -
James Sandoval Preparatory High School
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