Customer Service Representative

Gloria Diaz

******.****.*****@*****.*** 407-***-**** Poinciana, FL 34759

Summary

Motivated professional offering a Bachelor in Business Administration. Adds value to any organization in need of great collaboration, interpersonal and multitasking abilities. A people-oriented individual with attention to detail and a positive attitude. Bilingual speaker is fluent in English and Spanish. Able to prioritize tasks to ensure proficiency in the working environment.

Skills

●Performance Management

●Strong Work Ethic

●Good Communication

●Workplace Safety

●Computer Skills

●Problem-Solving

●Manufacturing Experience

●DOT and Safety Compliance

●Attention to Detail

●Loading and Unloading Protocols

●Preventive Maintenance

●Machinery Operation

●Material Loading and Unloading

●Health and Safety Regulations

●Production Processes Knowledge

●Incident Reporting

●Punctual and Reliable

●Picking and Packing

●Teamwork and Coordination

●Quality Inspections and Reporting

●Packing Slip Verification

●Following Instructions

●Credit Card Payment Processing

●Issue and Complaint Resolution

●Efficient and Detail-Oriented

●Customer Service

●Verbal and Written Communication

●Calm and Professional Under Pressure

●Customer Data Confidentiality

●Multitasking and Prioritization

●Customer Account Management

●Creative Problem Solving

●Understanding Customer Needs

●Data Entry and Maintenance

●Order and Refund Processing

●English/Spanish Fluency

●Building Customer Trust and Loyalty

●Office Equipment Proficiency

●High-Energy Attitude

●Stockroom Procedures

●Shipping and Receiving Understanding

●Microsoft Office Expertise

●Store Maintenance

●Health, Business, Regulations Knowledge

●Customer Relations

●Retail Sales Customer Service

●Problem-Solving Abilities

●Sales Expertise

●Cash Handling

●Stockroom Upkeep

●Retail Loss Prevention

●Stocking and Receiving

●Time Management

●Store Opening and Closing

●Customer Needs Assessment

●Order Processing

●Team Player Mentality

●Verbal/Written Communication

●Client Account Management

●Listening Skills

●Friendly and Outgoing

●Written and Oral Communication Skills

●Documentation and Recordkeeping

●Money Transfer Systems

Experience

3m Enfield, CT

Machine Operator

06/2007 - 02/2008

●Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.

●Documented daily production data and submitted accurate time logs to keep management up-to-date.

●Maintained assigned equipment and performed daily inspections to increase equipment longevity and cut costs.

●Completed written reports of problems and necessary repairs to forward to management and maintenance personnel.

●Organized pallets and secured materials with plastic wrap to prepare for movement to skids.

Forever 21 West Palm Beach, FL

Sales Associate

09/2006 - 04/2007

●Operated cash register, collected payments, and provided accurate change.

●Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

●Helped customers find specific products, answered questions, and offered product advice.

●Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.

●Built and maintained relationships with peers and upper management to drive team success.

●Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.

●Retained product, service, and company policy knowledge to serve as a resource for both coworkers and customers.

●Assisted teammates with sales-processing tasks to meet daily sales goals.

●Met merchandise processing standards and maintained an organized and accessible work area.

Ocwen Financial West Palm Beach, FL

Customer Service Representative

09/2006 - 04/2007

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

●Assisted customers with making payments or establishing payment plans to bring accounts current.

●Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

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

●Reviewed account and service histories to identify trends and resolve issues.

●Scan, field, fax, data entry the closed fields or the ones that no longer belong to our company.

Ludlow Health Type Ludlow, MA

Shipping and Receiving Clerk

08/2004 - 03/2005

●Directed warehouse team in stocking merchandise, pulling orders, and setting up loads.

●Rejected deliveries containing damaged items or shortages and corresponded with the shipper to rectify issues.

●Maintained inventory of shipping materials and supplies.

●Contacted vendors for information on inbound or outbound shipments.

●Tracked inventory levels, handled aspects of shipping and receiving, and kept accurate records.

●Prepared documentation to track and report damaged or missing items.

●Contacted transport companies and suppliers to expedite, trace or return shipments.

McDonald's Holyoke, MA

Restaurant Crew Member

06/2003 - 09/2004

●Kept customer and food preparation areas clean and well-organized.

●Completed opening, closing, and shift change tasks by following company guidelines.

●Boosted customer satisfaction by quickly addressing and resolving complaints about food or service.

●Verified orders and bagged items for easy transport.

●Took orders, prepared food, and processed payments in the full-service establishment.

●Kept restaurant lobby, front counter, drive-thru, kitchen, and restrooms neat and clean throughout shift.

●Organized and restocked supplies to support operations and team productivity.

●Observed safety precautions and practices to reduce injury when using heavy machinery and equipment.

●Corrected unacceptable work or materials to prevent problems and keep operations on target.

●Followed restaurant guidelines in regard to food safety and hygiene to prevent illness.

●Stocked condiments, toppings, and other food items during slow hours to avoid dashing to the kitchen during peak times.

●Navigated job responsibilities and completed regular tasks by interacting effectively with other employees.

●Collected money, made changes, and counted out register at end of shift.

●Assisted at drive-thru window by swiftly handling cash and credit card transactions.

Peter Pan Bus Lines Springfield, MA

Customer Service Representative/Sales Associate

01/2001 - 06/2003

●Answered customer questions about products and services and recommended appropriate solutions.

●Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.

●Generated quotes, processed payments, and documented customer communications.

●Entered, updated, and maintained comprehensive and up-to-date customer information in the CRM database.

●Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

●Listened to customer needs to identify and recommend the best products and services.

●Recruited, hired, and trained new hires to optimize profitability.

●Handel Western Union transactions have to send and receive payments.

●Ensure that timesheets were processed properly weekly for payroll.

●Make a deposit to the bank, ensured that open and closed daily sheets were accrete.

Bel-Mar Insurance Inc Springfield, MA

Customer Service Representative/Claim Processing Specialist

10/2000 - 01/2002

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

●Educated customers on special pricing opportunities and company offerings.

●Assisted customers with making payments or establishing payment plans to bring accounts current.

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

●Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

●Consulted with customers to resolve service and billing issues.

●Made outbound calls to obtain account information.

●Answered inbound calls, chats, and emails to facilitate customer service.

●Process open and closed data sheets, and manage daily deposits to the bank.

●Call Auto Body to get an estimation on damages to vehicles.

Education and Training

Colorado Technical University Colorado Springs, CO

Bachelor of Science in Business Administration

07/2021

●3.82 GPA

Colorado Technical University Colorado Springs, CO

Associate of Science in Business Administration

08/2019

●3.96 GPA

Springfield International Charter School Springfield, MA

High School Diploma

06/2001

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