Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Araceli Merino

McKinney

Summary

Experienced bilingual Customer Service Representative with 10 years of experience in managing incoming calls, resolving customer concerns, and handling order input and shipment processing. Proficient in English and Spanish, dedicated to ensuring excellent customer satisfaction in high call volume, fast-paced settings.

Experienced with managing custodial teams to maintain pristine environments. Utilizes leadership skills to enhance operational efficiency and team productivity. Track record of ensuring compliance with safety regulations and delivering consistent, high-quality results.

Warehouse professional with thorough understanding of inventory management and logistics. Proven ability to maintain high productivity and accuracy in fast-paced environments. Reliable team player known for adapting to changing demands and fostering collaborative work atmosphere.

Overview

18
18
years of professional experience

Work History

Custodial Lead

Aramark
08.2024 - Current
  • Oversaw custodial operations, ensuring compliance with safety and sanitation standards.
  • Trained and mentored junior staff on cleaning protocols and equipment usage.
  • Developed efficient cleaning schedules to optimize workflow and resource allocation.
  • Conducted regular inspections to maintain high standards of cleanliness and orderliness.
  • Implemented efficient cleaning schedules, enhancing workflow and reducing downtime across multiple facilities.
  • Supervised daily cleaning operations to maintain facility standards and ensure safety compliance.
  • Trained new custodial staff on equipment use and proper cleaning techniques for optimal results.
  • Developed training materials for custodial procedures, improving team performance and service quality.
  • Mentored junior staff, fostering skill development and promoting a culture of teamwork within the department.
  • Kept building spaces premises clean inside and outside.

Bilingual CSR

Lyric
01.2020 - 11.2024
  • Explain to members benefits of program
  • Assist members with updating electronic medical records
  • Assist members with scheduling medical consultations with a Physician
  • Follow up with members to ensure patient satisfaction
  • Keep records of all conversations in our call center database in a comprehensible way
  • Meet personal/team qualitative and quantitative targets
  • Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
  • Delivered exceptional bilingual customer service, ensuring clear communication and understanding across diverse client backgrounds.
  • Implemented feedback mechanisms to gather customer insights, driving continuous improvement initiatives within the service department.

Customer Service Assistant

Simpson Strong Tie
12.2012 - 06.2016
  • Offered basic technical support for clients on wide range of company products.
  • Described products to customers and how best to care for merchandise.
  • Responded to customer calls and emails to answer questions about products and services.
  • Gathered and verified data from customers to promote marketing initiatives.
  • Answered customer questions about product availability and shipment times.
  • Communicated with suppliers to maintain updated information regarding status of current orders.
  • Organized and scheduled customer orders to appropriate departments.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Housekeeping Supervisor

AM CLEANING SERVICE
04.2007 - 02.2015
  • Led operational initiatives to enhance productivity and streamline workflows across multiple departments.
  • Developed and implemented strategic plans to achieve organizational goals and improve overall efficiency.
  • Managed cross-functional teams, fostering collaboration to drive project success and meet deadlines.
  • Analyzed performance metrics, identifying areas for improvement and implementing corrective actions.
  • Mentored junior staff, providing guidance on best practices and professional development opportunities.
  • Supervised daily housekeeping operations, ensuring high standards of cleanliness and guest satisfaction.
  • Trained and mentored housekeeping staff on best practices and safety protocols.
  • Coordinated inventory management for cleaning supplies and equipment, reducing waste and costs.
  • Conducted regular inspections to maintain compliance with health and safety regulations.

Traxxas

Warehouse Direct
09.2009 - 02.2013
  • Maintained energy and enthusiasm in fast-paced environment.
  • Worked with customers to understand needs and provide excellent service.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Carried out day-to-day duties accurately and efficiently.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Resolved problems, improved operations and provided exceptional service.
  • Proven ability to learn quickly and adapt to new situations.
  • Maintained accurate inventory records using warehouse management systems.
  • Received and processed warehouse orders using handheld scanner.
  • Prepared orders for shipment by picking, packing, and labeling merchandise.

Education

High School Diploma -

Mckinney North High School
Mckinney, TX
05.2005

Skills

  • Career development focus
  • Call Center Operations
  • Understanding Customer Needs
  • Strong Telephone Etiquette
  • Spanish Interpreting
  • Order and Refund Processing
  • Customer Data Confidentiality
  • Service Recommendations
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • Air Freight
  • Customer Service and Assistance

Languages

Spanish
Native or Bilingual

Timeline

Custodial Lead

Aramark
08.2024 - Current

Bilingual CSR

Lyric
01.2020 - 11.2024

Customer Service Assistant

Simpson Strong Tie
12.2012 - 06.2016

Traxxas

Warehouse Direct
09.2009 - 02.2013

Housekeeping Supervisor

AM CLEANING SERVICE
04.2007 - 02.2015

High School Diploma -

Mckinney North High School

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