Shervi Balhin Email & Phone Number

San Diego, California, United States

• Led a team of 20 agents, providing coaching, performance evaluations, and development opportunities to ensure high levels of productivity and engagement.
• Collaborate with senior management to develop and execute strategies for process improvement.
• Oversee scheduling and resource allocation, ensuring optimal coverage during peak periods and maintaining a service level agreement (SLA) compliance rate of 80%.
• Spearhead initiatives to enhance the customer experience, leading to an increase in positive member feedback.
• Manage escalated issues and complaints, successfully resolving cases to the satisfaction of both the member and Mission Fed values.
• Prepare and present detailed reports on team performance, operational trends, and strategic recommendations to senior management.

San Diego, California, United States

• Supervised a team of 8 agents, providing daily support, guidance, and motivation to ensure the delivery of high-quality service.
• Developed and implemented training programs for new hires and existing staff, resulting in improved agent performance increase in first-call resolution rates.
• Monitored and analyzed performance metrics, identifying areas for improvement and implementing action plans that led to an increase in efficiency.
• Acted as the point of contact for escalated customer issues.
• Assisted in the development of operational policies and procedures, contributing to a more streamlined and effective contact center environment.

• Reviewed and analyzed dispute claims, ensuring accuracy and compliance with industry regulations and company policies.
• Processed chargebacks, pre-arbitrations, and arbitrations, achieving a 100% resolution rate and minimizing financial losses for the company.
• Provided members with timely and accurate claim results, maintaining high levels of customer satisfaction and trust.
• Collaborated with various departments to investigate complex fraud cases, contributing to a reduction in fraud-related losses.

San Diego, CA

• Provide advanced support for complex customer inquiries, including escalated issues, account discrepancies, and technical problems.
• Lead training sessions for new hires and junior consultants, enhancing their knowledge of company systems, procedures, and customer service techniques.
• Consistently achieve high customer satisfaction scores through effective communication, problem resolution, and empathy.
• Collaborate with the quality assurance team to review call recordings, identify improvement areas, and implement corrective actions.
• Maintain in-depth knowledge of company products and services, ensuring accurate and up-to-date information is provided to customers.
• Utilize CRM software to document customer interactions, track issue resolution, and follow up on pending cases.

Carmel Valley, California

• Processed daily banking transactions, including cash deposits, withdrawals, and check cashing, with a strong focus on accuracy and customer service.
• Managed customer inquiries regarding account balances, transaction histories, and fee structures, providing clear and concise explanations.
• Assisted in the resolution of customer issues, including discrepancies in accounts and transactions, ensuring timely and satisfactory outcomes.
• Conducted end-of-day balancing of cash drawers and prepared reports for management, ensuring compliance with internal controls and procedures.
• Promoted bank products and services, including savings accounts and credit lines, to meet customer needs and branch sales goals.

Chula Vista, CA

• Assisted customers with product selection, order processing, and service inquiries, ensuring a seamless shopping experience.
• Managed high-volume customer interactions daily, balancing multiple tasks while maintaining a positive and helpful demeanor.
• Provided accurate information about product availability, pricing, and delivery timelines, helping customers make informed decisions.
• Processed refunds, exchanges, and warranty claims in accordance with company policies, ensuring a positive outcome for customers.
• Collaborated with the sales and logistics teams to fulfill customer orders efficiently, addressing any issues that arose during the order process.
• Supported the sales team during peak periods by assisting with inventory management, product restocking, and promotional displays.

Rancho Bernardo

• Oversee all aspects of store operations, including sales, staffing, inventory management, and customer service, ensuring alignment with AT&T's standards and business objectives.
• Lead and mentor a team of 11 sales associates, providing ongoing training, coaching, and performance evaluations to foster a high-performance culture.
• Drive sales by developing and implementing effective strategies to meet and exceed monthly and quarterly sales targets, including upselling and cross-selling AT&T products and services.
• Monitor store performance metrics, including sales, customer satisfaction scores, and employee productivity, and take corrective actions as needed to achieve business goals.
• Manage inventory levels to ensure optimal stock availability, minimizing shrinkage and maximizing sales opportunities through effective merchandising and promotional displays.
• Resolve customer complaints and issues promptly, ensuring a positive shopping experience and fostering long-term customer loyalty.