Customer Service Training

Yanira Resendez

*** ******* **. ********* ** ****8 ( 630-***-**** (

*********@*******.***

Objective

Looking for an entry level position as Secretary that allows me to apply my

knowledge and 3 year experience on clerical and administrative fields.

Skills and Qualifications

. 3 years experience providing outstanding clerical and administrative

assistant to different levels of management.

. Proficient in Microsoft Office, Word, Excel, Power Point, Outlook,

etc...

. Creative, resourceful and flexible, able to adapt to changing

priorities and maintain a positive attitude and strong work ethic.

. Answering multi-line telephone system

. Typing (50 wpm)

. Fluent in English and Spanish

.

Professional Experience

assistant manager

2011 -2014

PLS Check Cashers-Chicago

. Assist with recruitment and interview process.

. Fill out, process, and file new hire paperwork for incoming employees.

. Perform customer service functions by answering employee request and

questions.

. Submit the online investigation requests and assist with new employee

background checks.

. Assist with processing of terminations.

. Assist with the preparation of the employee performance reviews.

. File papers and documents into appropriate employee files.

. Send weekly staffing reports to the District Manager.

. Identify staffing needs for the district.

. Follow up employees compliance testing.

. Add new employees into the company systems and provide necessary

passwords.

. Plan and coordinate events such as Job Fairs, Customer Appreciation,

and monthly District Meetings.

. Work together with the District Managers and HR to create and

implement the New Employee Orientation Programs and New Employee

Training Programs.

. Conduct orientation sessions and arrange on-the-job training for new

hires.

. Confer with management and conducted surveys to identify training

needs based on projected production processes, changes, and other

factors.

. Analyse training needs to develop new training programs and modified

and improved existing programs.

. Develop and organize training manuals, multimedia visual aids, and

other educational materials.

. Conduct and arrange for ongoing technical training and personal

development classes for staff members.

. Develop testing and evaluation procedures.

. Plan, develop, and provide training and staff development programs,

using knowledge of the effectiveness of methods such as classroom

training, demonstrations, on-the-job training, meetings, conferences,

and workshops.

. Recognize Training requirements and prepared resourceful training

programs based on store requirements.

. Design career development for CSRs, Shift Supervisors, Assistant

Managers, and Store Managers.

. Deliver a variety of Leadership Presentatations to different

management levels.

Store Manager

2005 - 2011

Pls Check Cashers-Plano Il

. Implement strategies to help meet store goals and objectives

. . Prepare store performance weekly and monthly summary report

. Create SMART Goals and develop Business Action Plans to meet and

exceed Financial Budgets

. Analyse and Identify areas of business opportunity for the store

. Plan successful marketing and advertising strategies to increase

store sales

. Deliver convincing oral P&Ls presentations to upper management in

the company to show the

Store performance

. Administer progressive discipline, written corrective actions, and

employee action plans.

. Recruit and hire CSRs to ensure the store is staffed for maximum

customer service and store efficiency.

. Prepare new hire paperwork for new employees

. Work together with Human Resources Department to organise Job Fairs

. Train employees in company policies and procedures

. Resolve and document customer complaints

. Identify and resolve conflicts between public and store, employees

and management, clarifying work relationships and alleviating

communication problems

. Complete all transaction in compliance with federal, state, and

local regulations.

. Attended to monthly District meetings, and Management State meeting

Cashier 2002 -

2004

Mc Donalds - Sandwich, IL

. Greet customers

. Take and handled customer orders

. Collect payment and give back change as needed

. Balance cash drawer

. Answer customer questions regarding the products

. Replace orders

. Communicate with production area any special request by customer

. Maintain work area and lobby clean

. Re-stock condiments and dry products for customers and store use

Education

Waubonsee Community College, Sugar Grove, IL

2008-2011

Sandwich high school

2004

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