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SummaryExperienced professional with several years of experience in customer service in retail, sales, grocery, and telecommunications. Passionate about building strong relationships and increasing customer engagement.Areas of ExperienceRetail Sales, Data Entry, Microsoft Office, Typing, Complaint resolution, Direct Sales, Telecommunications, Office AdministrationSkillsSupervisingSupervised 10+ tile setting students in while I was in Job Corps. I supervised when the instructor had to step out making sure they were staying on task, handed out PPE and assigned tasks if instructed by the Tile instructor. I did this while I ran the daily operations of the Tile Shop Business Office.Lead a team of six in my downline while with Avon, set up team meetings to help us meet our team sales goals, and help team members boost their sales.Office AdministrationCommunicated with clients and vendors ordering supplies and scheduling Tile jobs that we did for our hands-on training. Answered the phone and took messages for the instructor. Often sent and replied to emails as well as took inventory of the supplies that we had so our instructor knew what supplies, tools, and PPE that we had enough of, were low on, and out of.Quality AssuranceWhile with Avon I ensured all products were undamaged before putting orders together for customers. Returned damaged product for replacement or issued refund depending on customer preference. Scheduled the week to encourage fast order assembly and reliable delivery times.Complaint Resolution and De-escalationAnswered an average of 50+ calls per day, some were from unsatisfied customers related to delays in shipment, order mistakes, lost orders, delays in application processing and issues with client products. Achieved 98% average customer satisfaction rating. De-escalated situations when customers called in and were angry. I assured them I was there to help them and stayed calm, which helped them to calm down.Relevant ExperienceConcentrix 2023-2024Advisor 2: Remote Inbound call center representative. Resolved questions about phone applications, helped customers troubleshoot apps that were not working, processed refund requests and cancelled subscriptions. If the problem needed a tech or other department I transferred the customer to the appropriate department.Sams Club 2022-2023Member Services Frontline: Resolved questions at the checkout line while checking out the customers purchases. Maintenance: Changed trashes, swept and mopped as needed, cleaned spills and other big messes using the floor machine, cleaned bathrooms and stocked maintenance closet.Omni Interactions 2021-2022Gig Brand Ambassador: Customer service representative. Resolved customer inquiries via phone and consistently helped customers troubleshoot the product via share screen.Activus Connect 2021Ambassador: Customer Service Representative. Resolved customer inquiries via phone. Consistently helped customers ensure that they had all documentation for their funding application processing.Sitel 2020-2021Production Agent: Customer service representative. Seasonal position resolving customer inquiries via phone about orders, and products. I also processed refunds and exchanges.Concentrix 2020Advisor 1: Remote outbound call center representative. Offered a program that the clients members were eligible for but not using just yet. If the member wanted to enroll then I verified their information was all accurate.Walmart 2017-2018 & 2019-2020Customer Service: Service desk, Cash Register, Apparel, Fitting Room, and Layaway Associate. Handled customer inquiries about products and services, kept fitting rooms and sales floor clean. Processed returns and refunds. Handled monetary transactions such as money orders, check cashing, and money transfers while at the service desk.EducationPomona Adult School 2002 - 2004High School DiplomaInland Empire Job Corps 2004  2005Tile Setting & Business Office Administration