Customer Service Call Center

Victoria Lynn Hernandez

*** ****** ****** ****

San Benito, Tx 78586

Phone: 210-***-****

E-Mail: *.***************@*****.***

Professional Summary

Skills

Lead A Team

Call Center Experience

Product Knowledge

Outstanding Communication Skills

Positive Communication Skills

Strong Analytical Skills

Loss Prevention

Strong Organizational Skills

Customer Satisfaction And Retention

Calm Under Pressure

Written Skills

Customer Needs

Retail Management

Critical Thinking Skills

Scheduling

Policies And Procedures

Accepting Returns

Experience

July 2018 to August 2021

H-E-B San Benito, Tx

Lead Customer Service Associate

Demonstrated effective communication and cooperation with Customer.

Provided assistance with maintaining customer records and accounts.

Served as liaison between customer and various departments.

Provided mentorship, training and coaching to team.

Provided customers with company, product and service information.

Resolved customer issues and inquiries efficiently and effectively.

Stocked shelves and recovered merchandise in store.

Provided exceptional service to customer through timely and accurate communication.

Communicated and trained process changes to team members.

Adapted to shifting priorities, demands and timelines.

Maintained physical facility safety and appearance including sweeping, mopping and vacuuming floors.

Demonstrated patience, tact, empathy and problem solving skills with consistently good voice quality.

Provided fast and friendly customer service experience every visit.

Called customer with questions regarding orders, when appropriate.

Interacted with customers to gain long-term customer loyalty.

Worked well within team environment as well as independently.

Worked directly with customers in person, on phone and via email.

January 2016 to July 2018

H-E-B Brownsville, TX

Floral Manager

Partnered to coordinate in-store promotions and advertising.

Developed, documented and implemented technical processes and brand standards.

Took major role in preparation of cost estimates, specifications, evaluations and requisitions.

Selected flora and foliage necessary for arrangements.

Stayed up-to-date on industry developments and tools.

Scheduled daily, weekly and monthly price changes by updating shelf tags and signs.

Helped maintain cleanliness and orderliness of back design room area.

Developed and maintained positive working relationships in own area and throughout store.

Maintained collaborative partnerships with supporting teams, including copy and retouching.

Processed customer orders for in-store purchases and delivery.

Maintained thorough understanding of latest trends and technologies in online education.

Figured retail pricing and ensured correct pricing.

Estimated effort, plan schedules and manage time effectively.

Developed adequate scheduling to manage customer volume during hours of operation.

Executed Floral Department merchandising and displays.

Labeled, stocked and inventoried department merchandise.

Unloaded trucks, places product in appropriate storage area and replenished merchandise.

Kept manager informed about progress, as well as problems, concerning all ongoing projects.

Created simple corsages, boutonnieres and floral arrangements.

Received, sorted and rotated cut flowers, bouquets and arrangements.

Planned, organized and supervised inventory process.

Coached and executed counseling discussions with store employees.

Participated in quarterly physical inventories and practices inventory control.

Sought out and delivered highest quality products available.

August 2009 to December 2013

H-E-B San Antonio, Tx

Cashier

Assisted manager in daily operation of retail venues.

Made eye contact, smiles, greets and offered help to every customer.

Operated and managed store in absence of store manger.

Maintained media and cash accurately and in compliance with Coach policy.

Worked flexible schedule to meet needs of business.

Replenished condiments, beverages and general supplies while maintaining service area cleanliness.

Handled and solved any concerns and questions customers may have.

Performed cash transactions with accuracy and precision.

Described under work conditions and contract details.

Tendered customer transactions in quick and efficient manners.

Greeted and assisted customers while anticipating needs.

Demonstrated strong skill set in suggestive selling techniques for add on sales.

Created world-class customer experience through front-end customer engagement and point-of-sale interaction.

Gave directions to customers to various locations in city.

Greeted customer with smile and eye contact and offering name.

Followed company food handling and safety procedures.

Served as active team member and communicated with entire team.

Resolved low level guests issues with efficiency and good attitude.

Performed various maintenance duties including cleaning restrooms and trash removal.

Followed opening and closing checklists when worked station.

Provided proper cleanup during and after hours of operation.

Demonstrated interpersonal and communication skills, both written and verbal.

Education

December 2013 St. Mary's University San Antonio, Tx

Bachelor of Arts Theology

May 2009 San Benito High School San Benito, Tx

High School Diploma

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