Alexandria Flores
Selah,WA
Summary
Results-driven Customer Service Lead with a track record of implementing process improvements and enhancing team performance. Skilled in customer complaint resolution, team training, and interdepartmental communication.
Overview
18
18
years of professional experience
Work History
Customer Service Lead
Bass Pro Shops
Springfield,mo
05.2017 - 03.2026
- Led customer service team, ensuring high-quality support and resolution of inquiries.
- Developed training programs to enhance staff performance and product knowledge.
- Implemented process improvements to streamline customer interactions and increase satisfaction.
- Monitored service metrics, identifying trends to drive continuous improvement initiatives.
- Resolved complex customer issues, providing timely solutions while maintaining company standards.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Reviewed associate performance to identify training needs.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
Fish Processing
Icicle Seafoods
Ballard Wa
05.2010 - 08.2016
- Continually enhanced industry knowledge through participation in ongoing training programs related to fish processing techniques and equipment operation.
- Assisted in training new employees on established methods for efficient fish processing and safe equipment handling.
- Enhanced production efficiency by streamlining fish processing procedures and techniques.
- Improved fish processing efficiency by maintaining clean and well-organized workspaces.
Retail Sales Associate Cashier
Macy's
Seattle, WA
11.2007 - 05.2010
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided personalized recommendations.
- Managed inventory levels, ensuring stock availability and organization on sales floor.
- Trained new staff on customer service protocols and operational procedures.
- Resolved customer complaints promptly, enhancing overall shopping experience.
- Implemented visual merchandising strategies to increase product visibility and sales.
Education
High School Diploma - Massage Therapy
Cortvia Institute of Massage Therapy
Seattle, WA03.2007
High School Diploma -
West Valley High School
Yakima, WA07.2005
Skills
- Email etiquette
- Payment processing
- Cash handling
- Customer complaint resolution
- Account management
- Interdepartmental communication
- Product location
- Administrative duties
- Telephone etiquette
- Order management
- Customer service excellence
- Customer relations
- Research and analysis
- Team training and development
- Billing arrangements
- Sales
- Complaint handling
- Administrative support
Timeline
Customer Service Lead
Bass Pro Shops
05.2017 - 03.2026
Fish Processing
Icicle Seafoods
05.2010 - 08.2016
Retail Sales Associate Cashier
Macy's
11.2007 - 05.2010
High School Diploma - Massage Therapy
Cortvia Institute of Massage Therapy
High School Diploma -
West Valley High School