Annalese Gutierrez
Rock Hill,NY
Summary
Adept at navigating high-stress customer service environments, I excelled at Lowe’s by enhancing customer satisfaction and loyalty through empathetic conflict resolution and expert product knowledge. Leveraging skills in CRM and active listening, I consistently exceeded performance metrics, contributing to sales growth and team development. My approach not only resolved complaints efficiently but also fostered positive client relations, driving repeat business.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Lowe’s
04.2020 - 12.2023
- 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.
- 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.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Care Representative
Trading Post
01.2021 - 11.2022
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
Cashier
Dunkin’ Donuts
07.2020 - 04.2022
- 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.
- Stocked, tagged and displayed merchandise as required.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Education
Ellenville High School
Ellenville, NYSkills
- Problem-solving abilities
- Customer Service
- Critical Thinking
- Active Listening
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Documentation
- Customer Relationship Management (CRM)
- Building rapport
- Staff Training
- Quality Control
- Live chat support
- Customer Education
- Multi-line phone talent
- Sales expertise
- Store maintenance
- Recordkeeping strengths
- Brand representation
Timeline
Customer Care Representative
Trading Post
01.2021 - 11.2022
Cashier
Dunkin’ Donuts
07.2020 - 04.2022
Customer Service Representative
Lowe’s
04.2020 - 12.2023
Ellenville High School