Ariel Cortez
San Antonio,TX
Summary
Dynamic customer service professional with extensive experience at Best Buy, excelling in problem resolution and team development. Proven track record of enhancing customer satisfaction through effective communication and technical support. Skilled in training staff and optimizing operations, consistently achieving high performance metrics and fostering positive relationships.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Best Buy Health
09.2023 - 02.2026
- Resolved customer inquiries through effective communication, enhancing overall satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
Operations Supervisor
Pacific Sales Kitchen & Home
08.2017 - 2023
- Supervised daily operations to ensure efficient workflow and adherence to safety protocols.
- Trained and mentored team members on operational best practices and customer service standards.
- Coordinated inventory management processes to optimize stock levels, reduce shortage and reduce customer disappointment.
- Monitored performance metrics to identify areas for operational enhancement and staff development.
- Resolved customer inquiries and escalated issues, ensuring high levels of satisfaction and retention.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted quarterly performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Collaborated with sales team to align operational capabilities with customer expectations, boosting client satisfaction.
- Assisted with hiring process by setting up interviews with applicants while also conducting interviews with manager.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or back up was needed.
- Analyzed inventory data to identify trends, improving ordering processes and reducing excess stock.
- Improved customer satisfaction by ensuring prompt order fulfillment through efficient inventory management practices.
- Monitored completeness, accuracy and compliance during inventory transactions.
- Reviewed and monitored inbound inventory, outbound shipments and book adjustment transactions.
- Optimized warehouse space utilization with effective layout planning and storage organization.
- Established key performance indicators for inventory control, providing clear framework for evaluating team performance and identifying areas for improvement.
- Monitored progress of tasks to provide feedback for improvement.
- Maintained accurate records of team attendance and documented disciplinary actions.
Back Office Leader
Best Buy
01.2015 - 2017
- Trained and mentored team members on best practices for customer service
- Managed scheduling and resource allocation to maximize productivity across shifts.
- Managed payroll processing efficiently while ensuring adherence to company policies and legal requirements.
- Ensured timely completion of financial transactions by closely monitoring and managing the team''s daily activities.
- Participated in the recruitment process for back office staff, sourcing high-quality talent to meet organizational needs effectively.
- Led daily operations, ensuring efficient workflow and adherence to company policies.
Customer Service Representative
Best Buy
10.2012 - 2014
- Assisted customers with product inquiries, ensuring accurate and timely responses.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Processed transactions efficiently using point-of-sale systems to enhance customer experience.
- Educated customers on product features, promoting informed purchasing decisions.
Education
High School Diploma -
Audeo Charger School
San Diego, CAPharmacy Technician -
New Bridge College
San Diego, CASkills
- Customer service
- Critical thinking
- Problem resolution
- Conflict resolution
- Team development
- Technical support
- Product and service solutions
- Key holder experience
- Warehousing functions
- Staff training
Timeline
Customer Service Representative
Best Buy Health
09.2023 - 02.2026
Operations Supervisor
Pacific Sales Kitchen & Home
08.2017 - 2023
Back Office Leader
Best Buy
01.2015 - 2017
Customer Service Representative
Best Buy
10.2012 - 2014
High School Diploma -
Audeo Charger School
Pharmacy Technician -
New Bridge College