Susan Pacheco
10598 Garfield St., Thornton
Summary
Dynamic Customer Service Representative with proven success at Kaiser Permanente Ventures, excelling in problem resolution and enhancing customer satisfaction. Skilled in CRM documentation and call center operations, leveraging critical thinking and professional telephone demeanor to streamline processes and improve service quality. Recognized for effective communication and collaboration in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente Ventures
Aurora, CO
01.2018 - 06.2019
- Provided exceptional customer support through effective communication and problem resolution.
- Assisted customers in navigating company services and products to enhance satisfaction.
- Managed high-volume inbound calls while maintaining quality service standards.
- Documented customer interactions accurately in CRM systems for tracking purposes.
Customer Service Representative
Maximus Call Center
Glendale, CO
12.2017 - 12.2018
- Managed incoming calls to address customer inquiries and resolve issues efficiently.
- Provided accurate information regarding services, enhancing customer satisfaction levels.
- Documented interactions and maintained detailed records in CRM software for tracking purposes.
- Collaborated with team members to streamline processes and improve response times.
Administrative Assistant
Denver International Airport
Denver, CO
11.2009 - 09.2017
- Coordinated administrative tasks to support daily operations in high-traffic airport environment.
- Managed scheduling and logistics for executive meetings, ensuring efficient use of time and resources.
- Assisted with document preparation and filing, enhancing organization within office systems.
- Developed training materials for new staff, improving onboarding experience and knowledge retention.
- Streamlined communication between departments, facilitating timely updates on airport operations and events.
Education
High School Diploma -
East High School
CheyenneBachelor of Science - Business Administration And Management
Kennedy Western University
Anaheim, CA06-2005
Associate of Science - Computer Programming
Denver Technical College
Denver, CO06-1996
Skills
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Excel
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Administrative support
- De-escalation techniques
- Technical support
- Clerical support
- Filing
- Recordkeeping strengths
- Office equipment proficiency
- Business development
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
Timeline
Customer Service Representative
Kaiser Permanente Ventures
01.2018 - 06.2019
Customer Service Representative
Maximus Call Center
12.2017 - 12.2018
Administrative Assistant
Denver International Airport
11.2009 - 09.2017
High School Diploma -
East High School
Bachelor of Science - Business Administration And Management
Kennedy Western University
Associate of Science - Computer Programming
Denver Technical College