Catherine Pineda

I have 6 years of professional experience in customer service. I started with Boost account (US Mobile) as a Customer Care Representative.
•Listen and respond to customers’ needs and concerns
•Provide information about products and services
•Take orders, determine charges, and oversee billing or payments
•Review or make changes to customer accounts
•Handle returns or complaints
•Record details of customer contacts and actions taken
•Research answers or solutions as needed
•Refer customers to supervisors, managers, or others who can help.

Second with Verizon as a Technical Support Representative. I worked with customer to identify computer problems to provide solutions. I analyzed call logs to spot common trends and underlying problems. I handled customer complains and escalate the issue when needed. I received calls from customers with internet and phone issues and provided troubleshooting steps to resolve the concern.
•Evaluates system potential by testing compatibility of new programs with existing programs.
•Evaluates expansions or enhancements by studying work load and capacity of computer system.
•Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
•Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
•Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
•Places software into production by loading software into computer; entering necessary commands.
•Prepares reference for users by writing operating instructions.
•Maintains historical records by documenting hardware and software changes and revisions.
•Maintains client confidence and protects operations by keeping information confidential.
•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
•Contributes to team effort by accomplishing related results as needed.

I got promoted after 3 years as a Workforce Management Specialist.
•Prepares intraday reports on staff attendance.
•Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
•Manages changes to scheduling to ensure adequate daily resource coverage.
•Communicate with management and operations team to ensure compliance with company standards.
•Maintain running report of attendance incidents.
•Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
•Analyze PTO submissions and approve/deny based on their effect on operations.
•Monitor attendance and schedule adherence.
•Processes schedule trade requests for posted schedules
•Processes management requests for modifications of scheduling events (meetings/training, etc.).
•Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
•Provides analytical support for special projects.
•Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.

Strong verbal and personal communication skills.
Decision making, critical thinking.
Self-motivated, initiative, maintains a high level of energy.
Accuracy and Attention to details.
Tolerant and flexible, adjusts to different situations.
Organization and prioritization skills.
Problem analysis, use of judgment and ability to solve problems efficiently.