Akira Perea
San Diego,CA
Summary
With a proven track record at Nordstrom Rack, I excel in customer service excellence and problem-solving, enhancing customer satisfaction and loyalty. My adeptness in multitasking and emotional intelligence has significantly boosted team morale and performance, achieving over 90% in customer satisfaction ratings.
Overview
3
3
years of professional experience
Work History
Service Experience Representative
Nordstrom Rack
05.2024 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained detailed records of all customer interactions, ensuring accurate tracking and prompt follow-up as needed.
- Developed tailored solutions for unique customer needs, resulting in increased sales opportunities.
- Displayed empathy and active listening skills, building strong rapport with customers for long-term loyalty.
- Collaborated with colleagues to develop innovative solutions for complex customer issues.
- Utilized extensive product knowledge to recommend suitable solutions and upsell additional services when appropriate.
- Managed multiple service requests simultaneously, prioritizing tasks to meet tight deadlines.
- Monitored service trends to identify recurring problems or areas needing improvements; provided feedback to management for proactive action.
- Coordinated with inter-departmental teams to resolve complex issues requiring specialized expertise.
- Contributed to the development of improved workflows by sharing best practices gained from hands-on experience.
- Handled escalated calls professionally, defusing tense situations while providing optimal resolutions for the clients involved.
- Implemented new strategies to reduce customer wait time and enhance service quality.
- Delivered exceptional levels of service, consistently exceeding performance targets.
- Assisted in training new employees, ensuring a thorough understanding of company policies and procedures.
- Consistently met or exceeded monthly performance metrics related to call handling, issue resolution, and customer satisfaction ratings.
- Boosted team morale with effective communication and a collaborative work environment.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Cashier
Wing Empires
05.2022 - 08.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Processed refunds and exchanges in accordance with company policy.
- Learned duties for various positions and provided backup at key times.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card, and check transactions to complete customer purchases.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
Mar Vista Academy
1267 Thermal Ave San Diego, CA 92154 United State05.2019
Skills
- Call center experience
- Problem-solving skills
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Customer service excellence
- Teamwork skills
- Team building
- Stress Tolerance
- Customer Relationship Management
- Conflict Resolution
- Complaint resolution
- Record-keeping
- Time management abilities
- Adaptability
- Quality Assurance
- Billing Procedures
- Customer Retention
- Store maintenance
- Emotional Intelligence
- Problem-solving aptitude
- Sales expertise
- Customer service orientation
Languages
Spanish
Native or Bilingual
Timeline
Service Experience Representative
Nordstrom Rack
05.2024 - Current
Cashier
Wing Empires
05.2022 - 08.2022
Mar Vista Academy