Summary
Overview
Work History
Education
Skills
Timeline
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Angelica Rizzo

Norwalk,CA

Summary

Dynamic customer service professional with a proven track record at Target, excelling in complaint handling and conflict resolution. Recognized for enhancing customer satisfaction through effective communication and analytical reasoning. Skilled in multitasking and maintaining professionalism under pressure, consistently exceeding performance metrics while fostering team collaboration.

Overview

18
18
years of professional experience

Work History

Guest Service Advocate

Target
11.2015 - Current
  • Supported team members, fostering a collaborative and productive work environment.
  • Improved customer satisfaction by promptly addressing inquiries and resolving issues.
  • Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
  • Enhanced client retention through exceptional service delivery and proactive communication.
  • Analyzed customers' issues and complaints and initiated corrective actions.
  • Assisted in training new employees, sharing best practices for achieving success as a Service Advocate.
  • Maintained detailed knowledge of company products and services to provide accurate information to clients.
  • Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
  • Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
  • Documented calls accurately, maintaining organized records for future reference or escalation purposes if needed.
  • Greeted each customer and solved all issues and complaints via face-to-face, through email or on phone.
  • Managed high call volumes while maintaining quality service standards and positive customer interactions.
  • Reduced average call duration by implementing time-saving techniques without compromising on service quality.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Performed follow-up services for dissatisfied customers.
  • Advised customers on additional features or benefits that could enhance their experience with the company''s offerings.
  • Conducted thorough research to resolve complex client concerns, resulting in satisfactory outcomes.
  • Coordinated with cross-functional teams to ensure seamless resolution of customer issues, resulting in higher satisfaction rates.
  • Developed employee training programs to achieve optimal level of performance during customer interactions.
  • Maintained positive relationships with community to build and nurture dynamic partnerships.
  • Delivered friendly service and offered expert support in every interaction.
  • Maintain an accurate count on all registers and processes all register tills to the appropriate bank and collaborate with money carrier on making sure all money deposits are accurate and given on time
  • Maintain the accuracy of the stores safe count and make sure to keep count balanced and work with the bank to ensure all money orders are on time and accurate
  • Report all and any shortages of register rolls and safe till to appropriate management and authority’s, so they can do proper investigations into what may have caused the issues that arisen and have clear communication on what to do to prevent further disruptions
  • Clear communication with appropriate personnel when registers and other devices used to count money go offline or technical issues arise, as well as problem solving the best solutions on fixing said issues the most efficient way.

Customer Service Representative

Petco
07.2012 - 11.2015
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Learned what each frequent customer needed on a personal level ensuring all pets under their care got the best possible life and longevity
  • Worked with clients and pet parents on the phone to schedule dog training and grooming appointments and ensured they were partnered with the best associates possible to give them the best experience and care
  • Worked with other locations and associates making sure all stores and customers were at their best performance and ensuring customer satisfaction and team knowledge on new products and new foods for pets to try
  • Maintained an accurate count on all registers tills and accurate bank deposits and safe count at the end of store hours
  • Worked with the community to ensure all pets and pet parents were happy with their pet care and store products
  • Worked with pet rescue and adoption agencies organizing events at store to make sure pets went to loving and good homes
  • Organized family events in store for the community to make sure all pets were adjusting to their forever homes properly

Team Lead

Rip Halloween Stores
08.2009 - 11.2011
  • Trained all new employees in day to day tasks and ensuring they have the best knowledge on all products and procedures in giving correct sizing and suggestions
  • Ran interviews for potential new hires and gave constructive feedback on possible candidates
  • Ran opening and closing operations for store and worked with deliveries
  • Worked with other locations in building and decommissioning stores as the seasons allowed
  • Worked with warehouses in storing all products and supplies while seasons were off
  • Took note of inventory on all products ensure there were no shortages
  • Kept record of safe and register counts ensuring of no shortages and reporting of any to proper authorities so they can look into why
  • Provided solutions for any incidents that arise with disgruntled customers and ensured they had the best experience possible
  • Maintained feedback on all customer interaction and used all interactions as a teaching method for new hires
  • Kept in contact with all store locations to ensure all stores were ran with the same values and education
  • Maintained schedules and stepped in when stores needed coverage and if any staff needed to leave early
  • Worked with district manager to ensure store was in the best condition to run operations

Data Entry Clerk

Torrance Memorial Medical Center
05.2007 - 08.2008
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Sorted documents and maintained organized filing process.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
  • Entered detailed customer and transaction data for enhanced record-keeping and analysis.
  • Enhanced team productivity with organization and filing of documents both digitally and physically.
  • Supported successful audit processes by providing accurate and timely data reports.
  • Contributed to project success, meeting all data entry deadlines without compromising quality.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Managed and organized documents for data entry tasks.
  • Checked for accuracy by verifying data and records.
  • Followed data entry protocols, rules and regulations.
  • Updated and maintained customer information, documents and records.

Education

High School Diploma - General Education

Santa Fe Highschool
Santa Fe Springs, CA
06.2009

Skills

  • Decision-making skills
  • Customer service background
  • Complaint handling
  • Complex Problem-solving
  • Call handling
  • Document filing
  • Document review
  • Mentorship
  • Analytical reasoning
  • Client representation
  • Research proficiency
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Leadership skills
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Verbal and written communication
  • Patient confidentiality
  • Relationship building
  • Work planning and organization
  • Flexible schedule
  • Organized and detail oriented
  • Team building
  • HIPAA guidelines
  • Task prioritization
  • Self motivation
  • Conflict resolution
  • Professionalism
  • Data collection
  • Public speaking
  • Individual and community advocacy

Timeline

Guest Service Advocate

Target
11.2015 - Current

Customer Service Representative

Petco
07.2012 - 11.2015

Team Lead

Rip Halloween Stores
08.2009 - 11.2011

Data Entry Clerk

Torrance Memorial Medical Center
05.2007 - 08.2008

High School Diploma - General Education

Santa Fe Highschool

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Angelica Rizzo