Berenice Angulo
FORT WORTH,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Representative- Billing
Charter Communications, Spectrum
07.2022 - Current
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
Support Manager
Walmart Fuel Station
02.2019 - 07.2022
- Receive and monitors merchandise and supplies from distribution centers and vendors by managing vendor access
- Maintain fuel station in accordance with company policies and procedures by receiving, stocking, rotating, and auditing merchandise throughout the store; zoning areas; removing damaged or out-of-date goods; processing claims merchandise according to company policy and procedures
- Provide direction, guidance, and training to associates in assigned areas by instructing associates in customer service, sales, register operation, stocking, zoning, merchandise presentation, asset protection, and safety; administering and maintaining training
- Provide customer service by acknowledging the customer; determining customer needs; resolving customer issues and concerns; assisting customers with transactions; promoting products and services; assisting with purchasing decisions; locating merchandise; and maintaining store standards and a safe shopping environment
- Enforce the execution of food safety standards, cold chain compliance, and food merchandise quality by evaluating temperature, storage, sanitation, date coding, product rotation, and recalls on stocked merchandise
- Oversee the execution of merchandising plans by ensuring merchandise is in stock and product displays are set up, organized, and signed appropriately
- Assist management with the daily operation of the fuel station facility by providing supervision of associates; assigning daily duties.
- Developed product demonstrations and presentations for customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Manager
Walmart Supercenter
04.2013 - 02.2019
- Responsible for the front end operations of the store
- Provide cash change to the cashiers
- Prepare cash register tills
- Audit cash register tills
- Execute customer care problem solving and associate problem solving
- Provides breaks on time for associates
- Direct associate schedules, ensuring they are where they need to be
- Assist management with sales plan and ensure the compliance of the company
- Ensure a clean, safe environment for customers and associates
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
Cashier
Walmart Supercenter
02.2008 - 04.2013
- By acknowledging the customer and identifying customer needs
- Assist customers with purchasing decisions; locating merchandise; resolving customer issues and concerns
- Promote the company's products and services
- Provide guidance and support to customers regarding self-service technology
- Process customer purchases
- Assist customers with payments according to company policies and procedures for different payment types
- Assist customers with transactions utilizing registers or self-checkout area
- Zone the front end area; organizing the merchandise
- Maintain a clean front end for customers
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Addressed customer needs and made product recommendations to increase sales.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
Education
Associate of Science - Nursing
Tarrant County College District
Fort Worth, TX05.2025
High School Diploma -
Arlington Heights High School
Fort Worth, TX05.2009
Skills
- Calm and Professional Under Pressure
- Customer Service and Assistance
- Customer Data Confidentiality
- Call Center Processes
- Productivity Standards
- Conflict Resolution
- Critical Thinking
- Money Handling Abilities
- Active Listening
Timeline
Customer Service Representative- Billing
Charter Communications, Spectrum
07.2022 - Current
Support Manager
Walmart Fuel Station
02.2019 - 07.2022
Customer Service Manager
Walmart Supercenter
04.2013 - 02.2019
Cashier
Walmart Supercenter
02.2008 - 04.2013
Associate of Science - Nursing
Tarrant County College District
High School Diploma -
Arlington Heights High School
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