April Serrano

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Documented conversations with customers to track requests, problems and solutions.
• Upheld strict quality control policies and procedures during customer interactions.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Answered 30+ inbound calls per day and directed to individuals or departments.
• Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
• Created and implemented process improvements to reduce workloads and bolster callback efficiency.
• Exceeded company productivity standards on consistent basis.
• Trained new employees on procedures and policies to maximize team performance.
• Reduced process gaps while training new hires on products, software, operational best practices and protocols.

Worked at a subject matter expert to help aid agents best help their callers.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Processed customer service orders promptly to increase customer satisfaction.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Promptly responded to inquiries and requests from prospective customers.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.
• Promoted available products and services to customers during service, account management, and order calls.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Developed and updated databases to handle customer data.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.
• Investigated and resolved accounting, service and delivery concerns.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Increased efficiency and team productivity by promoting operational best practices.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Cross-trained and backed up other customer service managers.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Implemented and developed customer service training processes.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Created and maintained detailed database to develop promotional sales.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Managed timely and effective replacement of damaged or missing products.
• Offered advice and assistance to customers, paying attention to special needs or wants
• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Participated in team meetings and training sessions to stay informed about product updates and changes
• Answered constant flow of customer calls with minimal wait times
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Provided primary customer support to internal and external customers
• Utilized customer service software to manage interactions and track customer satisfaction
• Processed customer service orders promptly to increase customer satisfaction
• Responded to customer requests for products, services, and company information
• Tracked customer service cases and updated service software with customer information
• Handled customer inquiries and suggestions courteously and professionally
• Answered customer telephone calls promptly to avoid on-hold wait times
• Updated account information to maintain customer records
• Developed customer service policies and procedures to meet and exceed industry service standards
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management
• Maintained up-to-date knowledge of product and service changes
• Trained new personnel regarding company operations, policies and services
• Increased efficiency and performance by monitoring team member productivity and providing feedback
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
• Exhibited high energy and professionalism when dealing with clients and staff
• Responded proactively and positively to rapid change
• Delivered prompt service to prioritize customer needs
• Reduced process inconsistencies and effectively trained team members on best practices and protocols
• Followed up with customers about resolved issues to maintain high standards of customer service
• Implemented and developed customer service training processes
• Resolved associate, tool and service delivery issues revealed by statistical reports
• Trained staff on operating procedures and company services
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
• Promptly responded to inquiries and requests from prospective customers
• Cross-trained and backed up other customer service managers
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
• Developed and updated databases to handle customer data
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
• Promoted available products and services to customers during service, account management, and order calls
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Investigated and resolved customer inquiries and complaints quickly
• Responded to customer requests, offering excellent support and tailored recommendations to address needs
• Met customer call guidelines for service levels, handle time and productivity
• Educated customers about billing, payment processing and support policies and procedures
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Managed timely and effective replacement of damaged or missing products
• Sought ways to improve processes and services provided
• Enhanced productivity levels by anticipating needs and delivering outstanding support
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
• Cross-trained and provided backup support for organizational leadership

• Assisted in continuous development of effective store associates to achieve desired sales and results.
• Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
• Coached and developed store associates through formal and informal interactions.
• Oversaw aspects of maintenance, inventory and daily activity management.
• Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
• Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
• Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
• Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
• Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
• Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
• Conducted analysis to address productivity and improve employee morale.
• Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
• Assessed, optimized and elevated operations to target current and expected demands.
• Built proactive and productive relationships with business agents to maintain operational efficiency.
• Aided in negotiation with vendors and suppliers to reduce overall costs.
• Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
• Assisted customers, answered questions and resolved problems for stellar customer service.
• Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
• Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
• Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
• Recruited, interviewed and hired qualified employees to provide top-quality service.
• Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
• Scheduled staff to assign employee shifts according to departmental and business needs.
• Created engaging merchandise presentations to motivate impulse purchases.
• Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.
• Measured goal achievement by evaluating daily cash flow, reviewing sales reports and producing financial statements.
• Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Rotated merchandise and displays to feature new products and promotions.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Maintained positive customer relationships by responding quickly to customer service inquiries.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Created and maintained safe and secure work environments for employees.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Developed and maintained strong relationships with vendors to facilitate timely product delivery.
• Trained new employees on proper protocols and customer service standards.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Assisted in recruiting, hiring and training of team members.
• Interacted well with customers to build connections and nurture relationships.
• Trained and guided team members to maintain high productivity and performance metrics.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Reported issues to higher management with great detail.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Mitigated business risks by working closely with staff members and assessing performance.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Reduced operational risks while organizing data to forecast performance trends.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Raised property accuracy and accountability by creating new automated tracking method.
• Logged operational documents, store-to-store transfers and shipment receipts as set forth in company policy.
• Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising and general store operations.
• Managed workload and task demand between corporate guidelines and staff abilities.
• Implemented theft prevention policies to minimize potential stock loss.
• Communicated issues and challenges to corporate leadership, providing possible solutions.
• Developed company initiatives for ongoing store maintenance and increasing efficiency in operations procedures.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Processed customer service orders promptly to increase customer satisfaction.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
• Rotated merchandise and displays to feature new products and promotions
• Walked through store areas to identify and proactively resolve issues negatively impacting operations
• Maintained positive customer relationships by responding quickly to customer service inquiries
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement
• Processed payments for credit and debit cards and returned proper change for cash transactions
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
• Created and maintained safe and secure work environments for employees
• Reconciled daily sales transactions to balance and log day-to-day revenue
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
• Provided weekly work schedules to employees to accommodate business demands and vacation requests
• Analyzed customer feedback and implemented strategies to improve customer experience
• Developed and maintained strong relationships with vendors to facilitate timely product delivery
• Trained new employees on proper protocols and customer service standards
• Monitored daily cash discrepancies, inventory shrinkage and drive-off
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
• Assisted in recruiting, hiring and training of team members
• Interacted well with customers to build connections and nurture relationships
• Trained and guided team members to maintain high productivity and performance metrics
• Scheduled employees for shifts, taking into account customer traffic and employee strengths
• Reported issues to higher management with great detail
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
• Supervised creation of exciting merchandise displays to catch attention of store customers
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
• Managed purchasing, sales, marketing and customer account operations efficiently
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
• Implemented business strategies, increasing revenue and effectively targeting new markets
• Mitigated business risks by working closely with staff members and assessing performance
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings
• Implemented innovative programs to increase employee loyalty and reduce turnover
• Reduced operational risks while organizing data to forecast performance trends
• Negotiated price and service with customers and vendors to decrease expenses and increase profit
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms
• Raised property accuracy and accountability by creating new automated tracking method