Customer Service
Resume:
Narlene Serrano
· adwwc0@r.postjobfree.com ·
Summary of Qualifications
Years of retail experience, this included providing great customer service, assisting managers with store tasks, making the store clean and presentable for corporate visitations. Communicating and respecting coworkers is a must for a well working environment. Hiring and training new and current employees. Understanding of employee concerns, open communication and collaborating with multiple team members, willingness to travel to different locations, achieved tasks before deadlines, able to recognize priority over minor priorities.Able to speak, read, write in Spanish
Current student studying Human Resources with intention of gaining a bachelor’s degree. Training in Excel Office, classes in business management, business and technology.
Core Competencies
Interviewing· Hiring · Training new recruits ·Inquiring information · multitasking · teamwork · problem solving
Experience
June 2015 to July 2020
Associate/Manager, The Children'sPlace/ Fresh Meadows, NY Planning and Coordination: Reading daily sales reports to associates so they know the goal for their shift. Welcoming associates to their shifts. Communicating with associates to let them know their tasks, position, and where they will be located to execute their performance.
Customer Service: Greeting people and making them feel welcomed, prepared to answer questions or concerns from customers, via phone or on the sales floor. Knowing to stay calm and have a non-biased opinion if a customer has felt an unwelcoming experience with service from employees. Employee Inquiries: If at any time an employee had a question, management helped to get answers or find further information about their questions. At times when employees found themselves in conflict with any employee including management, managers heard the situation with an open mind and found solutions to de-escalate the situation.
Projects: Prioritize on what needs to get done first in a timely manner, making sure departments are presentable according to visual planogram. Knowing the deadline and exceeding expectations to higher management.
Meetings: Being on time so meetings can run according to schedule. Meetings were usually done by phone conferences with an HR specialist. Topics brought up about new practices/rules, safety, technology, theft etc.… Getting retrained in these topics and putting them into practice when the time comes. Asking questions (if necessary) related to the discussions. Taking notes to explain to employees about certain key points.
Cash Management: Following and honoring store sales including online sales. Handling customer payment such as cash and personal credit cards. Totaling bills before and after the store has closed and reading end sales reports. Workforce/payroll: Created and updated schedules on a weekly basis and real time. Approved and edited timecards
E commerce: Fulfillment orders such as " buy online, pick up in store" and attaching customers names to it. Online shipment orders and attaching shipping labels, and recipients inside packages, communicated with different shipping companies to ship off packages.
July 2020 March 2022
Associate/Manager, Carters/ Jackson Heights, NY
Clean Friendliness: During morning, mid-day shifts the store must be clean especially during enforced Covid 19 regulations. Cash office and register was always cleared for emergency protocols.
Daily huddles: After employees clocked in and ready to start, changes in new policies were explained, new sales promotions, acknowledged and praised hard work. Answers were provided if needed concerning the daily topics. Making sure employees had the right equipment to make their tasks easier. Computer Technology: New advanced technology was set up and learned especially with new registers. Keeping and pulling up personal customer information if needed.
Workforce/payroll: Fixed employees missed punch and adjusted timecards as well as approving them for payday. Creating and managing employee schedules. Setting up new recruits with their available schedules.
Employee Relations: Employees entrusted specific managers about an incident, could also be a verbal or written complaint. Cooperated with HR representatives to promote helpful and healthy relations related to company policies. Customer Relations: Customer Service via phone and sales floor/ register regarding complaints, ordering merchandise. Other services included promoting discounts, and curbside pickup orders.
E commerce: Fulfillment orders such as " buy online, pick up in store" and attaching customers' names to it. Online shipment orders and attaching shipping labels, and recipients inside packages, communicated with different shipping companies to ship off packages.
:
February 2021 to January 2023
Merchandise Executive, Home Depot
HR Compliance: Worked with HR to report an incident and resolve disputes. Reading daily emails per shift to secure safety rules and dress code is being followed. Safety message is read after every break
Store Postings: Making sure to post fliers in break rooms, office doors, employee entrances so that staff is notified about new benefits, new rules and policies and so on.
Vendor: Carefully brought down merchandise from overhead with an equipped team. Planned out a strategy with team members how to use heavy lift equipment. Communicated with vendor companies as to how displays should be presented. Followed detailed instructions of planogram. Worked with Vendors on rating shelves Merchandiser: Neatly replenished merchandise for empty shelves. Made sure prices and Sku's were up to date with the store electronics. Dusted shelves and made sure there were no damages on display, if any. Communicated with the Supervisor for orders of new banners, and signs. Store reset projects for holidays, themes, etc… Machines: Use of manual pallet jack, Electric ladder, Manual ladder, flagger/spotter for in store vehicles. Closed aisles for customer safety. Inventory: Aligned all Sku boxes together, manually entered a sku number if any were missing. Made "Homes" for unknown Sku's with department leads approval. Education
Academy careers for television and film Graduated June 2015 Highschool diploma
● Girls Volleyball Team
● Graduated with 2nd Diploma for Creative Writing
QueensBorough community college October 2015- December 2016 Undergraduate Liberal arts & Science
● English Composition
● Psychology and Sociology
● World Cultures & Global issues
● Life and Physical Science
● Discontinued study in December 2016
DeVry University
Undergraduate Technical Management
● Computer Applications for Business and Lab
● Data Analysis with Lab
● Critical Thinking and Problem Solving
● Health and Wellness with Business Lab
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