IUBL DE

Giselle Montalvan

407-***-**** • ad460v@r.postjobfree.com • Auburndale, FL 33823

Upbeat, customer-focused Sales Associate with over 3 years of experience in retail environments. Flexible and approachable, with strong organizational and time management skills. Able to deliver memorable guest experience through welcoming interactions and extensive product knowledge. Responsible retail professional with excellent sales, service and interpersonal skills. Committed to making every customer feel welcome and assist with any need. Advanced knowledge of technology.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Detail-oriented Quality Assurance brings proven experience in defect identification, documentation and reporting. Not shy about raising concerns or advocating for customers' needs. Expert in writing test cases and scripts.

Summary

Skills • Relationship selling

• Product description

• Sales presentations

• Team management

• Communications

• Organization

• Inventory management

• Customer service

• Security systems

• Team building

• Planning and coordination

• Supervision

• Problem resolution

• Inbound and Outbound Calling

• Product Knowledge

• Data Entry

• Microsoft Excel

• Problem-Solving Abilities

• Strategic Planning and Review

• Deductive Reasoning

• QA Reporting

• Call Monitoring

• Data Analysis

• CRM Software

• Customer Support

Experience 11/2022 - 04/2024

CSR/QA Analyst, Solutran, Auburndale, FL

Handled high volume inbound calls for Spanish and English speaking members for a few months

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• Handled customer inquiries and complaints in a timely manner.

• Identified customer needs and provided appropriate solutions.

• Researched required information using available resources. Documented all conversations with customers in CRM software according to company standards.

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• Provided guidance on product features and benefits as well as troubleshooting techniques.

• Managed multiple tasks simultaneously while providing excellent customer service experience.

• Generated reports on customer inquiries and complaints for management review. Met and exceeded productivity targets by handling every interaction with top-notch customer service.

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• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• After a few months I moved up to Quality Assurance and graded many calls per day.

• Make sure every call graded is accurate and following proper procedures.

• Coach agents to help them get better in calls and see where they have room to grow as an agent.

• Analyzed call trends to identify areas of improvement for customer service processes. Assisted other members of the QA team in identifying areas for improvement in processes and procedures.

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• Used quality monitoring system to compile and track individual and team performance.

• Conducted internal audits to measure adherence to established QA standards.

• Maintained self-study program to enhance QA knowledge and skills. 11/2021 - 09/2022

Retail Sales Associate/Key Holder, AT&T, Winter Garden, FL

• Assisted customers with finding the right product for their needs.

• Provided product information and answered customer questions.

• Demonstrated knowledge of store products and services.

• Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.

• Greeted customers upon entering the store and provided assistance.

• Stocked shelves with merchandise according to company standards.

• Tracked inventory levels throughout the day and restocked items as needed.

• Handled customer complaints in a professional manner.

• Promoted special offers and discounts to encourage additional purchases.

• Inspected purchased items for defects before handing them over to customers.

• Reported any discrepancies in inventory counts or pricing issues promptly.

• Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts. 06/2018 - 08/2020

Retail Salesperson, All Cell & Wireless, Winter Garden, FL

• Recommended merchandise to customers based on needs and preferences. Engaged positively with each customer, providing professional and polite support for sales and service needs.

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Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.

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• Processed payments and maintained accurate drawers to meet financial targets. Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.

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• Arranged merchandise for display to highlight new styles, attract customers and enhance sales. Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions.

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• Answered questions about current promotions and resolved issues according to store policies.

• Educated customers on product and service offerings. Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.

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• Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.

• Maintained current store, product and promotional knowledge to drive consistent sales. Managed a store by myself for 8 months and reached exceptional never seen before goals in sales.

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Education And

Training

05/2019

High School Diploma

West Orange High School, Winter Garden, FL

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Digital Information Technology/ 2 year-Learned to use features such as Word, Excel and PowerPoint. I this has also helped me with customer service skills, public speaking, interview skills, career development and keyboard skills.

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Business Entrepreneurship/ 1 year -Learned creative ways to build a business and plan for my own company. I learned a lot of management, communication, marketing and financial literacy.

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Digital Design/ 1 year- Learned to develop skills from computer aided design to animation covering ODIc. Demonstrated proficiency in computer skills. Proper use of scanners and digital cameras. Perfected using Adobe Photoshop, Illustrator and In design. Gained a certificate from Orange County Technical College for completion of class with passing exam grade.

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Spanish/3 years- Even though I know the language from my household, I decided to take Spanish to help me correct it and speak it more fluently. I also got to learn more about different cultures.

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Valencia College, Orlando, FL

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