Sales Store Manager

DIANE J ORTEGA

***********@*****.*** 323-***-**** Whittier, CA 90606

Summary

Experience in interacting with customers to provide information in response to inquiries about products and services, and to handle and resolve complaints. Job Objective A position as a customer service representative and a fraud analyst.

Focused Fraud Analyst with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated.

Skills

Money Management

Verbal and written communication

Account information review

Telephone and email etiquette

Fraud patterns

Fraud and anomaly analysis

MS Office

Customer service

Relationship building

Organization

Problem resolution

Team building

Data management

Reporting and alerts

Report creation

Credit card payment processing

Inbound and outbound calling

Conflict mediation

Clerical support

Customer relations

Business development understanding

Office equipment proficiency

High-energy attitude

Quality control

Courteous demeanor

Process optimization

Call center experience

Regulations knowledge

Problem-solving abilities

Customer greeting

Payment processing

Cash register operation

Customer assistance

Bank deposits

Cash management

Issue resolution

Credit and cash transactions

Scanner operations

Coin counting

Cash drawer balancing

Experience

Southern California Gas Company Los angeles, CA

Customer Account Specialist

11/2000 - 11/2015

Trained new employees in cashiering procedures, offering assistance in resolving issues.

Help customers of delinquent and current accounts process payments.

Duties include receiving payment and posting amount to customer's account.

Prepare bank deposits and handling customer complaints.

Identified customers' needs to recommend specific features.

Delivered exceptional end-to-order service by providing cohesive customer experience.

Provided constructive feedback to customer service management.

Built strong relationships with accounts by focusing on exceptional communication.

Maintained accurate customer account information and databases.

Followed up on communication with accounts to maintain customer engagement.

Reviewed contact and account history to make quality outbound calls.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Consulted with customers to determine best methods to resolve service and billing issues.

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

Trained new employees each in procedures and policies in order to maximize team performance.

Answered customers' questions regarding orders, billing and returns.

Resolved problems by performing both routine and complex account updates.

Scheduled appointments and entered customer orders into Pep system.

Greeted customers and responded to informational requests.

Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.

Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.

Accurately handled over hundreds of payments daily in cash and check payments for service

Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.

Assisted customers to find appropriate products, answered product questions and provided product solutions.

Payday Loan Corporation Los Alamitos, CA

Assistant Manager

01/1995 - 11/2000

Planned and prepared workflow schedules, delegating tasks for associates.

Planned and prepared workflow schedules, delegating tasks for team members

Process loan applications handle all collections for the office process and review loans.

Open and Close offices handle all cash deposits.

Cultivated hands-on training, assessment, guidance and performance monitoring programs to coach and mentor employees.

Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Collaborated with store manager to develop strategies for achieving sales and profit goals.

Drove operational efficiency, building customer rapport to foster loyalty and increase sales.

Organized schedules, workflows and shift coverage to meet expected business demands.

Delegated daily tasks to team members to optimize group productivity.

Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.

Directed and led employees, supervising activities to drive productivity and efficiency.

Analyzed monthly sales and performance reports to support operational planning and strategic decision making.

Supported sales management initiatives to optimize business development.

Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.

Reviewed sales reports to enhance sales performance and improve inventory management accuracy.

Maintained filing systems and other daily administrative and clerical support tasks to facilitate loans, deposits and account services.

Opened new accounts and served existing customers based on individual financial needs.

Created and maintained reports and journals for loans and transactions.

Assisted customers by phone and in person by answering banking questions and recommending solutions.

Canon Recruiting 26531 Summit Cir Santa Clarita, CA

Fraud Analyst

Answering calls trying to find a resolution of fraud allegations.

May coordinate fraud detection and prevention activities.

Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.

Communicated with customers and company personnel, utilizing active listening and interpersonal skills.

Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

Education and Training

Bell Gardens High School Bell Gardens, CA

High School Diploma

1984

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