Highly enthusiastic customer service professional with 10+ years client interface experience. Dedicated
customer service representative with motivation to maintain customer satisfaction and contribute company
success.
Core Strengths Strong organizational skills Courteous demeanor Creative problem solver Strong client relations Listening skills Energetic work attitude Fast learner Store maintenance Customer service Telephone Inquiries Cash management Store Maintenance Training development Markdown/promotional procedures Floor set design and visual displays Dispatcher Opening/closing procedures
Skills
Adheres to customer service procedures
Strong problem solving aptitude
Adheres to customer service procedures
Exceptional workflow management
Skilled in call center operations
Trusted key holder
Creative problem solver
Exceptional communication skills
Quick learner
Strong client relations
Floor set design expertise
POS systems expert
Motivated team player
Personable
Upselling techniques
Merchandising
Stocking
Excellent customer service skills
Customer relations
Strategic thinker
Opening and closing procedures
Store displays
Work History
Sales Associate07/2012 to 05/2014 Dillard's – Gilbert, Arizona
Computed sales prices, total purchased and processed payments.
Described merchandise and explain operation of merchandise to customers.
Placed special orders and called other stores to find desired items.
Recommended merchandise based on customer needs.
Operated a cash register to process cash, check and credit card trans.
Guided customers in choosing items that reflected personal style & shape Explained information about the quality, value & style of products to influence customer buying decisions.
Processed merchandise returns and exchanges.
Department Supervisor in Women's Accessory & Lingerie 10/2008 to 05/2012 JC Penney's – Tempe, AZ
Counted cash drawers and made bank deposits.
Assigned employees to specific duties to best meet the needs of the store.
Examined merchandise to verify that it was correctly priced and displayed.
Trained and developed new associates on POS system and key sales tactics.
Trained and developed new associates on POS system and key sales tactics.
Generated repeat business through exceptional customer service.
Conducted store inventories once per quarter.
Increased profits through effective sales training and troubleshooting profit loss areas.
Managed staff of 5-25 sales associates
Stocked and replenished merchandise according to store merchandising layouts.
Priced merchandise, stocked shelves and took inventory of supplies.
Handled all customer relations issues in a gracious manner and in accordance with company policies.
Welcomed customers into the store and helped them locate items.
Customer Service Rep05/2009 to 11/2009 Alijion/Bank Of America – Tempe, Arizona
Guaranteed positive customer experiences and resolved all customer complaints.
Directed calls to appropriate individuals and departments.
Investigated and resolved customer inquires and complaints in a timely and empathetic manner.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Managed high call volume with tact and professionalism.
Accurately documented, researched and resolved customer service issues.
Answered a constant flow of customer calls with up to 40-80 calls in queue per minute.
Customer Service Rep/Dispatch Schedule & Supervisor07/2006 to 05/2009 BPDI/BACKFLOW – Phoenix, Arizona
Daily Operation of the Service Department Getting work evenly Schedule for seven Technicians I would do the scheduling valley wide for them and would dispatch them to areas that needed to be expedited when emergency arised.
Would have to call them off there schedule jobs sometimes to go to another area after speaking with company;s.
Accurate daily input of client information.
Contributed to implementing to the new filing system and maintaining the old system.
Successfully promoted superior service and exceptional customer satisfaction by promptly resolving customer issues.
Promptly responded to general inquiries from members, staff, and clients via mail, email & fax Assisted Office Manager in day-to-day office administration functions.
Customer Care Professional08/2014 to Current Optum/UnitedHealth Care – Phoenix, AZ
Effectively managed a high-volume of inbound customer calls.
Answered a constant flow of customer calls with up to 80 calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Referred unresolved customer grievances to designated departments for further investigation.
Acted professionally and patiently when addressing negative customer feedback.
Education
Diploma: Computer1 1984Metropolitian Business College-
Long Beach,
CAComputer
Law/Child Development1 1982Long Beach City College-
Long Beach,
CALaw/Child Development
High School Diploma: 1 1982Lynwood High School-
Lynwood,
CA
