Alexus Delarosa
Chaotic Cookies
Bakersfield,CA
14
years of professional experience
Customer-focused Professional with 7 years of experience in retail, e-commerce, and call center environments. Delivered exceptional service in high-volume call centers and managed account inquiries and complex regulatory procedures with clarity. Demonstrated ability to maintain high customer satisfaction and efficient resolution times while leveraging strong multitasking and technical skills.
Work History
Owner and Founder
8 Years 1 Month- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Managed day-to-day operations, including inventory and maintenance of the kitchen and equipment.
- Managed social media pages to promote products and engage with clients, enhancing brand visibility.
- Managed social media pages to advertise products and interact with clients.
- Maintained fully stocked supplies to ensure readiness for incoming orders while ensuring kitchen cleanliness, precise ingredient measurements, and meticulous decoration and packaging.
- Maintained fully stocked supplies to ensure readiness for incoming orders, focusing on kitchen cleanliness, precise ingredient measurements, and meticulous attention to decoration and packaging details
- Fostered a team culture focused on exceeding customer expectations, consistently achieving performance goals and standards.
- Resolved inbound customer inquiries through phone, email, and chat using accurate product and order information.
Customer Service Representative
2 Years 11 Months- Deepened understanding of product offerings, improving customer engagement with store merchandise.
- Delivered customer service during inbound/outbound calls, facilitating orders and applying discounts to enhance customer satisfaction.
- Resolved customer concerns by transferring to appropriate departments and submitting requests, enhancing overall satisfaction.
- Addressed customer concerns to enhance satisfaction and streamline service processes by transferring to the appropriate departments and submitting requests when needed.
- Assisted customers with product selection and provided detailed information on features.
- Processed transactions efficiently using point-of-sale systems to ensure accuracy.
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Managed customer inquiries and resolved issues promptly, contributing to a positive service experience.
- Processed returns, exchanges, and order changes while maintaining compliance with service and policy standards.
- Guided customers through shipping, delivery, and product availability questions with clear, professional communication.
- Documented interactions and updated customer records in CRM systems to support consistent follow-up.
- Investigated order issues, identified root causes, and coordinated solutions with fulfillment and warehouse teams.
- Applied detailed product knowledge to recommend appropriate solutions for bedding, kitchen, and home furnishings.
- Collaborated with team members to resolve escalated concerns and protect customer satisfaction and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
1 Year 2 Months- Facilitated communication on student loan inquiries, assisting callers with collection issues and guiding them through available options per Department of Education procedures.
- Handled customer inquiries, answered questions, and resolved problems promptly.
- Managed high call volume, ensuring timely responses to customer requests and concerns
- Resolved customer inquiries and problems promptly, ensuring accurate information and positive experiences.
- Maintained accurate records of customer interactions, including names, addresses, phone numbers, credit card information, and product sales.
- Facilitated communication regarding student loan inquiries. Assisted callers with collection issues, guiding available options per Department of Education procedures.
Education
High School Diploma - Mathematics
High School Diploma - Mathematics
High School Diploma
Skills
Culinary management
Customer service
Customer engagement
Customer relations
Complaint resolution
Client relations
Digital marketing
Marketing
Small business operations
Business operations
Order processing
Data entry
Microsoft Excel
Microsoft Word
Microsoft Outlook
Spreadsheet software
Technical skills
Time management
Communication skills
Verbal communication
Active listening
Problem resolution
Conflict management
Critical thinking
Relationship building
Client feedback analysis
Microsoft outlook
Product and service solutions
Timeline
Owner and Founder
Chaotic Cookies
09.2018 - CurrentRead More
Customer Service Representative
Williams-Sonoma, Inc.
10.2014 - 09.2017Read More
Customer Service Representative
ACS Solutions
05.2012 - 07.2013Read More
East Bakersfield High School
High School Diploma
Read More
California State University Monterey Bay
High School Diploma from Mathematics
Read More
Bakersfield College
High School Diploma from Mathematics
Read More