Customer Service Representative

Sandra Rodriguez

Chicago, IL *****

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

+1-773-***-****

Work Experience

Customer Service Experience Lead Customer Service Representative Walgreens - Chicago, IL

January 2020 to December 2022

· Supervised and oversee the daily operations of the customer service team, ensuring efficient and effective service delivery.

· Trained, mentored, and coached customer service representatives to enhance their product knowledge, customer interaction skills, and adherence to company policies.

· Acted as a point of contact for escalated customer inquiries and complex issues, resolving them in a timely and satisfactory manner.

· Monitored customer service performance metrics, such as call volume, response times, and customer satisfaction, and implemented improvements as needed.

· Assisted in creating and maintaining a positive and customer-focused work environment, motivating team members to deliver exceptional service.

· Handled customer complaints and concerns that require management intervention, demonstrating empathy and problem-solving skills.

· Maintained up-to-date knowledge of Walgreens products, services, promotions, and policies to assist customers effectively.

· Collaborated with other departments to address customer-related issues, including inventory discrepancies, product availability, and pharmacy inquiries. Management & Administrative Experience Assistant Manager Cash America - Chicago, IL

January 2005 to December 2019

· Supervised and oversee the daily operations of the customer service team, ensuring efficient and effective service delivery.

· Trained, mentored, and coached customer service representatives to enhance their product knowledge, customer interaction skills, and adherence to company policies.

· Acted as a point of contact for escalated customer inquiries and complex issues, resolving them in a timely and satisfactory manner.

· Ensured compliance with state and federal pawnshop regulations and maintain accurate transaction records.

· Completed required documentation, such as pawn tickets, loan agreements, and customer identification verification.

· Assisted in recruiting, training, and supervising store staff, including pawnbrokers and sales associates.

· Delegated tasks and responsibilities to team members, ensuring efficient store operations. Administrative Assistant

Berea Children’s Home - Cleveland, OH

January 2000 to December 2005

· Provided comprehensive administrative support to the organization's executive director and team members.

· Assisted with scheduling meetings, appointments, and conference calls, ensuring efficient time management.

· Managed incoming and outgoing communications, including emails, phone calls, and written correspondence.

· Drafted and proofread letters, reports, and documents for internal and external distribution.

· Maintained and updated the organization's donor database, ensuring accuracy and data integrity.

· Organized and maintained physical and electronic files, including client records and important documents.

Education

General educational development

Mary Dugan Center - Cleveland, OH

April 1986 to June 1986

Skills

• Communication skills

• Customer service

• Interviewing

• Hotel experience

• Sales

• Supervising experience

• Cash handling

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