Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Betsabe Medina

Miami,FL

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Driven and decisive professional offering several years of experience managing human resources teams to deliver compliance, personnel communication and workforce programs. Flexible and focused with expertise in recruitment and retention, mediation, staff training and development and complex problem resolution. Develops and implements hr strategies and initiatives aligned with overall business strategy.

Overview

12
12
years of professional experience

Work History

Customer Service Staff Member

Publix Super Markets Inc
Miami, FL
09.2022 - Current
  • Greeted customers, answered inquiries and resolved customer complaints in a timely manner.
  • Provided product information to customers and addressed all questions promptly and knowledgeably.
  • Handled cash transactions accurately in adherence to established procedures including western union, money orders, lottery, returns/exchanges.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Customer Service Manager

Pubix Supermarkets Inc.
Miami, FL
04.2019 - 09.2022
  • Managed the planning and execution of team activities to foster a strong sense of unity and an enjoyable workplace atmosphere.
  • Planned and delivered training sessions, enhancing employee effectiveness and targeting areas of improvement.
  • Resolved conflicts and mediated disputes between employees to promote effective communication.
  • Scheduled routine one-on-one sessions with staff members to discuss their performance, prioritize tasks and give constructive criticism.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Evaluated and authenticated returns, exchanges and voids.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Provided exceptional customer service to ensure customer satisfaction.

Assistant Customer Service Manager

Publix Super Markets Inc
Miami, FL
12.2015 - 03.2019
  • Recruited, developed, and retained new employees
  • Completed hiring process and provided thorough training to new associates
  • Scheduled 50+ personnel strategically to ensure optimal productivity and service levels
  • Managed various store events which involved coordinating associate celebrations, donation programs, volunteer events, and community outreach programs.
  • Effectively managed and addressed customer concerns to ensure their needs were met with excellent service
  • Evaluated personnel's yearly performance and provided constructive feedback for improvement.
  • Contributed to the smooth operation of the CSM's responsibilities
  • Generated reports, actively corresponded via email and resolved store level issues effectively
  • Maintained high standards for front-end business processes
  • Ensured responsible handling of money deposits, loans, western union transactions, money orders, and lottery in our back office

Customer Service Team Leader

Publix Super Markets Inc
Miami, FL
09.2012 - 11.2015
  • Successfully oversaw hiring process involving I-9 compliance, ADP, and E-verify.
  • Implemented efficient filing processes to manage records of store associates, with special attention to those on FMLA.
  • Implemented and monitored compliance with appropriate cleaning protocols.
  • Managed payroll operations on a weekly basis
  • Ensured smooth operation of front end, customer service desk, and parking lot

Education

High School Diploma -

South Miami Senior High School
Miami, FL
06-2005

Associate of Arts -

Miami Dade College
Miami, FL

Skills

  • Scheduling
  • Paperwork Processing
  • Data Entry
  • Appointment Scheduling
  • Complaint Handling
  • Product Knowledge
  • Complaint resolution
  • Delivery Scheduling
  • Executive management support
  • Store maintenance
  • Retail Marketing
  • Payment Processing
  • Courteous demeanor
  • Payroll Processing
  • Human Resources Management

Languages

English
Professional
Spanish
Professional

References

References available upon request.

Timeline

Customer Service Staff Member

Publix Super Markets Inc
09.2022 - Current

Customer Service Manager

Pubix Supermarkets Inc.
04.2019 - 09.2022

Assistant Customer Service Manager

Publix Super Markets Inc
12.2015 - 03.2019

Customer Service Team Leader

Publix Super Markets Inc
09.2012 - 11.2015

High School Diploma -

South Miami Senior High School

Associate of Arts -

Miami Dade College

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Betsabe Medina