| Candidate Information | | Title | Customer Service Quality Assurance | | Target Location | US-AZ-Phoenix | | Phone | Available with paid plan |
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Click here or scroll down to respond to this candidateI'd appreciate the opportunity to discuss my candidacy for this position. You can find my resume attach to this e-mail.I'm looking to bring my experience in telephone systems, computer applications, experience in customer service and ability to maintain confidentiality, work collaboratively as well as independently, ability to work in a high-pressure atmosphere, and be bilingual in Spanish and English.I'd love to find out more about this position you are looking to fill, and I would welcome the opportunity to tell you how my skills and ideas can benefit this position. I can be reached at PHONE NUMBER AVAILABLE or cris.castillo87@yahoo.com.Thanks for the consideration; I look forward to hearing from you soon!Sincerely,Cris Bel CastilloCris CastilloPhoenix, AZPHONE NUMBER AVAILABLEEMAIL AVAILABLE(Strong organizational and communication skills with the ability to direct multiple business affairs. I have the skills to transfer into any administrative needs with diligent attention to detail resulting in superior customer service and high levels of client satisfaction)SkillsBusiness ServicesPeople ManagementCommunicationQuality Assurance (QA)Collecting InformationComputer LiteracyData basingFacilitationProblem SolvingResearchingWritten CommunicationCall CenterConfidentialityMicrosoft OfficeMultitaskingOffice AdministrationPhone CallsWorkforce PlanningAnalytical TechniquesCritical ThinkingLeadershipLearning QuicklyPolicy ProceduresPresentationsResourcesWork InstructionsAbility to multi-task in a fast-paced environmentAdaptabilityAnalyzing errorsBackground ChecksBilingual (English/Spanish).Business InformationBusiness Partnership FormationsCash Handling ExperienceCoachingCommunication StylesContract RequirementsCoordinating ResourcesCustomer Service ManagementDrawing ConclusionsEvaluatingExcellent typing, data entry skillsFinancial Reporting Standards (FRS)Financial ResourcesGovernment SecurityInternal Audit DevelopmentInternal Audit Quality AssuranceInterviewing SkillsManagement TrainingsManage ResourcesMental Health First AidOperate Office EquipmentOperating EffectivenessPre-EmploymentProblem resolution skillsProject PlanningRate ReconciliationResearch SupportSecurity ClearanceSecurity EquipmentSecurity PoliciesSocial WorkTeamworkTime Management TrainingTraining AssistanceType 35-40 WPMVocational RehabilitationWork independentlyWorkplace TrainingCPR certifiedFinger print clearanceNotary certificate in the state of ArizonaEmploymentPeckham:Administration SupportPhoenix, AZMarch 2020- PresentAssists staff in daily schedule, communications, and planningPleasantly greet and assist visitorsAnswer telephones and route calls correctlyManage Service SharePoint sites and documentsEffectively manage schedules and deadlines, support and anticipate business needs of the staffPrepare weekly and monthly government customer reportsUpdate call center statistic spreadsheetsUpdate and reconcile government travel invoice spreadsheetsProvide excellent customer service demonstrating professional, pleasant, respectful, and caring styleAssist in managing/preparing the Business Plan presentation and reporting template by scheduling the quarterly review, organizing data, and maintaining program statisticsCreate, format, produce and edit correspondence and other written materials as requestedAssist with or manage special projects and escalated issues as assigned by the Site MangerPrepare meeting agenda and maintain minutes for various Business Services meetingsResponsible for the Phoenix Petty Cash Funds; including petty cash reimbursement and travel advances. As well as reconciliation and the end of the monthReconcile the staffs company credit card statementsAssist with the planning and implementation of special eventsUtilize a teamwork approach for all projectsPromotes Peckhams mission, values and services to all customers and stakeholders -Contact and/or escort appropriate personnel and vendors as needed DailySign for and route package deliveriesDistribute and collect visitor badgesEscort appropriate personnel and vendors through the contact center as neededOrder equipment and supplies, as well as receive and store suppliesAssists in maintaining organization-wide quality standardsAssists in the training of people with disabilitiesOther related duties as assignedPeckham:Quality Assurance MonitorPhoenix, AZDecember 2019 March 2020Performs call monitoring to meet monthly requirementsCompleted call evaluation scorecards per contract requirementsDemonstrated expertise in CSR dutiesHelp Desk when needed.Assisted in the supervisor phone linePeckham:Customer Service RepresentativePhoenix, AZDecember 2018 December 2019Answer phone calls from U.S. citizens and using a computer-based knowledge systemAnswer general questions about policies, practices, procedures, and other data to assist callersState of ArizonaProgram Compliance AuditorPhoenix, AZNovember 2014- October 2016Assist management with coaching eligibility workers with errors when completing eligibility determinationFacilitate new policy procedures for eligibility workers by doing monthly policy presentations with examples of new proceduresCreate reports on eligibility representatives monitoring their error trendsState of ArizonaProgram Service Evaluator IIIPhoenix, AZMarch 2012- November 2014Determine eligibility using policy procedures and guidelines for Medical, Nutrition Assistance, and Cash Assistance for families in need.Referred customer to outside agencies for assistanceInitiated Fair Hearing request for customers on Denial of benefitsLock File Eligibility Worker/Trusted employee to complete eligibility for state workersEducation:High School Diploma |
