Betzaida Ordaz-Martinez

To provide fast, easy, flexible and friendly service to our customers through the achievement of Food Lion customer service standards. To be friendly, courteous and cooperative with other store associates. Responsible for assisting the Customer Service Manager and the Assistant Customer Service Manager in maintaining standards according to Front End Standard Practice Manual, maximizing sales through excellent customer service

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Handled cash and credit card payments and returned receipts, change and payment cards to customers.
• Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
• Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
• Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
• Implemented company processes to effectively resolve customer service issues.
• Volunteered to handle complaints and issues for manager during busy time periods.
• Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

• Learned roles of other departments to provide coverage and keep store operational.
• Operated cash register or POS system to receive payment by cash, check and credit card.
• Tracked company inventories, moved excess stock and arranged products to improve sales.
• Maintained positive relationships with grocery store personnel by being consistently professional and friendly.
• Shopped at customer's chosen store, verified replacement items, selected freshest fruit, produce and meat and delivered groceries on-time to exact location specified.
• Completed pickup and shopping orders for customers
• Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
• Practiced clean and sanitary shopping with minimal product handling and used safety kits diligently to protect customers and others.

• Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
• Trained new team members in cash register operation, stock procedures and customer services.
• Preserved appearance of store by arranging and replenishing displays and merchandise racks.
• Delivered high level of customer service to patrons using active listening and engagement skills.
• Operated cash register or POS system to receive payment by cash, check and credit card.
• Tracked company inventories, moved excess stock and arranged products to improve sales.
• Processed refunds for worn, damaged and broken merchandise.

• Organized and tracked to-go orders while maintaining accuracy.
• Provided customer service by answering questions, addressing complaints, and resolving issues promptly.
• Maximized hourly rate by organizing shopping trips and planning efficient routes.
• Made sure all associates were keeping up their accuracy.
• Printed and organized all accuracy scores in Excel