Armando Yebra
New Braunfels,TX
Summary
Educated Customer Service Lead with great coaching, documentation, and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Energetic, focused and experienced coaching and mentoring new employees in service, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Dicks Sporting Goods
New Braunfels, Texas
07.2024 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
Customer Service Lead
H-E-B
New Braunfels, Texas
04.2022 - 07.2024
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Directed customer service staff activities, including training, coaching and performance management.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Resolved escalated issues from team members or customers in an efficient manner.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Ensured compliance with company policies and regulations related to customer service operations.
- Monitored team performance against set targets and KPIs.
Customer Service Team Lead
Academy Sports and Outdoors
San Marcos, Texas
06.2021 - 04.2022
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
Overnight Total Store Sanitation Team
H-E-B
Kyle, Texas
10.2020 - 05.2021
- Operated power washers to sanitize sidewalks, walls and other surfaces.
- Assisted in the removal of hazardous materials from work areas.
- Inspected equipment for proper functioning and safety compliance.
- Followed all safety protocols while cleaning chemicals used on site.
- Adhered to all company policies regarding health and safety regulations.
- Used specialized tools such as brooms, mops, vacuums and squeegees.
Cashier
H-E-B
Eagle Pass, Texas
03.2019 - 08.2020
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
Education
Bachelors of General Studies - Integrated Studies
Texas State University
San Marcos, TX05-2025
High School Diploma -
C.C. Winn
Eagle Pass, TX06-2020
Skills
- Problem Resolution
- Project Management
- Regulatory Compliance
- De-Escalation Techniques
- Customer Relationship Management
- Good communication skills
- Customer Relations
- Complaint Handling
- Customer Service
- Task Delegation
- Efficiency Improvement
Affiliations
I enjoy running and weightlifting as a healthy hobby, avid fan of all-around sports, and enjoy trying new home-cooked meals.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Accomplishments
- I participated in H-E-B's traditional 10-month Service Lead in training program.
References
References available upon request.
Timeline
Customer Service Specialist
Dicks Sporting Goods
07.2024 - Current
Customer Service Lead
H-E-B
04.2022 - 07.2024
Customer Service Team Lead
Academy Sports and Outdoors
06.2021 - 04.2022
Overnight Total Store Sanitation Team
H-E-B
10.2020 - 05.2021
Cashier
H-E-B
03.2019 - 08.2020
Bachelors of General Studies - Integrated Studies
Texas State University
High School Diploma -
C.C. Winn