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.• Assist in developing and updating call scripts, process guidelines, and training materials to improve team efficiency and customer experience.

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.• Collaborate with regional and corporate management to implement marketing initiatives, promotions, and new product launches, ensuring consistent execution across the store.• Maintain accurate financial records, including sales reports, payroll, and budgeting, ensuring compliance with company policies and procedures.