Alexandra Castro
Ocala,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Staff Member
Publix Grocery Store
06.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced wait times by swiftly responding to inquiries via phone, email, or live chat as needed.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
Shift Leader
Dunkin Donuts & Baskin Robbins
08.2020 - 05.2023
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Monitored equipment maintenance schedules to ensure timely repairs, preventing downtime and loss of productivity.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Enforced company policies and regulations with employees.
- Evaluated customer needs and feedback to drive product and service improvements.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
Education
High School Diploma -
Pilgrim High School
Warwick, RI06.2022
Skills
- Problem Resolution
- Building rapport
- Direct Sales
- Staff Training
- Customer Education
- Client Relations
- Multi-Line Phone Systems
- Policies and Procedures Adherence
- Order and Refund Processing
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Staff Member
Publix Grocery Store
06.2023 - Current
Shift Leader
Dunkin Donuts & Baskin Robbins
08.2020 - 05.2023
High School Diploma -
Pilgrim High School