Theresa Elaine Barrios

• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Proven ability to develop and implement creative solutions to complex problems.
• Passionate about learning and committed to continual improvement.
• Designed and implemented social media strategies to align with business goals.
• Developed marketing content such as blogs, promotional materials, and advertisements for social media.
• Monitored online presence of company's brand to engage with users and strengthen customer relationships.
• Increased customer engagement through social media.

• Monitored emails, organized inbox, and prioritized messages for supervisor.
• Managed CRM input, exports and clean up.
• Organized and managed team tasks using Click up and Asana.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

• Ensuring merchants have a quick response time by staying on top of your assigned tickets,
  with same-day ticket review
   Acting as a business coach and thinking about the merchant’s business holistically when
  offering solutions
   Completing essential follow-up documentation after each interaction
   Engaging in human conversations with merchants to identify and resolve issues, and
  provide coaching/growth opportunities for their businesses
   Offer needs-based solutions, not pushy sales
   Advocating for merchants and the Shopify platform by communicating with stakeholders
   Owning your own development through reflection, reviewing past interactions and
  preparing to discuss growth opportunities with your lead in regular 1:1 meetings
   An obligation to deliver exceptional customer service
   Receive inbound calls, emails and chats, gather and verify required information and do
  utmost within their power to solve customer problems
   Actively listen to the customer, and show empathy and patience
   Provide information to the client and place appropriate notes in system indicating exactly
  what action was taken or needs to be taken
   Ensure policies and procedures are followed on all calls
   Maintain thorough knowledge of systems so that information can be researched and proper
  information is given to the customer
   Learn and retain a thorough working knowledge of all existing and new processes and
  procedures
   Achieve assigned Key Performance Indicators – e.g. Call Handle Time, Quality, CSAT &
  DSAT
   Attend Team Meetings/additional training sessions as scheduled
   Performs other duties as assigned

• Ensures excellent service standards and maintains high customer satisfaction by understanding clients’ concerns.
• Provides proper and suitable canned responses by using the knowledge and expertise
of the whole PPP Loan concept, practices, procedures & tools to address clients’ concerns.
• Builds sustainable relationships and trust with clients’ accounts through open and interactive communication.
• Escalates critical tickets that require more attention to provide the best course of action.
• Achieves daily target in the number of tickets being handled per hour and maintains consistent excellent QA scores.
• Maintains an open and healthy working environment by providing regular updates to the Team Lead, attending regular meetings & coaching, and sharing best practices with the team.

• Uses numerous computer workstation applications to supply live responses to
  customers needs.
  • Documents customer calls in the database system.
  • Assist customers with functionality and basic troubleshooting of product or
  account issues.
  • Assist in resolving serious complaints and escalated calls.
• Managed high levels of call flow and responded to technical support needs.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.

• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Developed and implemented preventive maintenance procedures.
• Tested new software and hardware prior to deployment.
• Helped streamline repair processes and update procedures to support action consistency.
• Diagnosed and troubleshot hardware, software, and network issues.
• Generated reports to track performance and analyze trends.
• Configured hardware, devices, and software to set up workstations for employees.
• Researched and identified solutions to technical problems.
• Created user accounts and assigned permissions.

• Exercised leadership capabilities by successfully motivating and inspiring others.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Proved successful working within tight deadlines and a fast-paced environment.
• Managed time efficiently in order to complete all tasks within deadlines.
• Self-motivated, with a strong sense of personal responsibility.
• Gained strong leadership skills by managing projects from start to finish.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.

• Kept food preparation area, equipment, and utensils clean and sanitary.
• Stocked shelves to organize aisles in assigned departments.
• Provided excellent customer service by greeting customers and meeting quality expectations.
• Became familiar with products to answer questions and make suggestions.
• Packaged menu items into bags or trays and placed drink orders into carriers.
• Worked front counter, drive-thru, and other areas.
• Collaborated with team members to complete orders.