Customer Service Representative
Resume:
Trinda Espinosa
Rowland Heights, CA, 91748
******************@*****.***
SUMMARY
I have over 20 years of customer service experience. I am motivated to maintain customer satisfaction and contribute to company success. I have great time-management skills, communication skills, and superior organizational skills. I also possess the ability to multi-task, problem solve, and am very detail oriented. I am personable, patient, and professional under pressure and always maintain a positive attitude. Mt San Antonio College- Associate Degree 1982-1984 EXPERIENCE
Consumer Care Specialist 2021-Present
Brighton Collectibles, City of Industry, CA
Handle and address inquires via email, phone, chat and social media from consumers in a timely manner.
Assist consumers with warranty repairs and replacement items.
Handle 30+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention.
Resolve product or service problems by clarifying the consumer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Contribute to team effort by accomplishing related results as needed.
Identify and assess consumers' needs to achieve satisfaction.
Follow communication procedures, guidelines, and policies.
Keep accurate records of consumer interactions.
Process and maintain consumer accounts and files to ensure information is accurate.
Review customer issues and resolve for consumer satisfaction.
Use multiple CRM programs to collect, review, and process consumer concerns and product orders.
Compile and distribute customer disputes among team and follow-up to ensure resolution.
Provide product knowledge to consumers.
Customer Service Senior Sales Associate 2007-2021
Lowe’s, City of Industry, CA
Organized and maintained sales floor to meet company demands daily.
Resolved employee and customer concerns quickly and professionally.
Handled customer credit application and processing for company credit cards.
Addressed customer inquiries and provided thorough knowledge of products and services.
Assisted customers with filling out contracts/applications for services.
Reviewed contracts/applications for services to ensure all information is correct.
Delivered excellent customer service and built customer loyalty by greeting and assisting customers. As well as improving the customer experience.
Handled 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention.
Audited customers install and delivery files to ensure customers product and services were handled correctly and in a timely manner.
Signed up new customers for services, retrieved customer data, and presented relevant product information to increase sales.
Knowledge of competitor pricing and items.
Scheduled and set-up customer installs and deliveries for services and products.
Collected and processed various forms of payments and returns that meet loss prevention policies.
Ensured work area was clean and hazard free.
Re-set displays according to company design schedules.
Entered orders into database and set-up deliveries and services for customers.
Promoted products to help increase sales.
Provided support for other areas in need of help.
Promoted extended warranties to customers.
Promptly responded to general inquiries from co-workers and customers via email, face- to-face, and telephone.
Trained new employees in assigned area.
Help unload, organize, and stock freight on the sales floor.
Restock items on sales floor as necessary.
Relabeling and pricing of items when directed.
Lead Floral Designer 2004-2007
Flower Wagon, City of Industry, CA
Maintained a clean and orderly work environment, free of hazards.
Handled 30+ customer interactions per day.
Communicated clearly and effectively with associates and customers.
Processed phone orders and walk-in orders in a timely manner to ensure customer retention.
Processed payments using POS system.
Greeted and assisted all customers.
Designed floral arraignments for multiple occasions.
Scheduled pick-up and delivery of products daily.
Kept track of inventory and ordered/stocked supplies for the business.
Interacted with customers to ensure their needs were met.
Provided high quality customer service.
Ensured daily orders were arranged and delivered on time. Assistant Manager 1999-2004
Old World Delicatessen, City of Industry, CA
Managed a team of 5+ daily.
Directed employees through their daily routines.
Created weekly schedule for employees.
Worked with team to ensure customer satisfaction was met.
Kept employees motivated and positive.
Ensured maintenance of proper cleanliness throughout the restaurant.
Maintained and ordered supplies and products on a weekly basis.
Key holder, opened and closed business.
Ensured cash drawers were balanced when opening or closing the business.
Assisted chef with daily food preparations and clean-up.
Greeted and attended to all customers.
Responsible for training new employees.
Maintained high standards of customer service at all times.
Resolved employee and consumer complaints quickly and professionally.
Managed daily operations under the direction of the manager.
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