Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Generic

Bianca Ronquillo-Sandoval

Riverbank,CA

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Motivated professional with successful background in the field offering advanced money handling, merchandising and team leadership abilities combined with dedicated and hardworking approach. Focused on maximizing team efficiency and customer satisfaction through training and performance improvements.

Overview

11
11
years of professional experience
1
1
year of post-secondary education

Work History

Customer Resolution Specialist

Lowes Home Centers
Tracy, California
09.2023 - 07.2024
  • Notified customers prior to arrival of goods or services at their locations.
  • Answered questions related to product availability or services provided upon request from customers.
  • Accurately completed paperwork associated with each delivery such as invoices, bills of lading, logs.
  • Communicated with dispatch regarding any changes in route schedule or delivery times due to traffic delays, weather conditions.
  • Answered customer questions regarding products and resolved issues with order accuracy and quality.
  • Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
  • Resolved customer complaints promptly and efficiently.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed positive relationships with customers through friendly interactions.
  • Greeted customers warmly and ascertain problem or reason for calling.
  • Resolved conflicts between clients by providing effective solutions that ensured satisfaction for both parties involved.
  • Answered incoming customer calls regarding service inquiries, complaints, billing questions and general product information.
  • Recognized potential opportunities to up-sell products or services to meet customer's needs.
  • Offered alternative solutions where appropriate with the objective of retaining customers' business while maintaining company standards of quality service delivery.
  • Utilized computer technology to handle high call volumes.
  • Followed up on customer inquiries not immediately resolved.
  • Ensured adherence to all company regulations relating to customer service operations.
  • Explained policies clearly to customers when necessary.
  • Participated in team meetings discussing best practices for handling difficult calls.
  • Provided feedback on areas of improvement identified during customer interactions.
  • Escalated complex problems to higher level personnel as needed.
  • Provided customers with product and service information, answered inquiries and resolved customer complaints in a timely manner.
  • Maintained records of customer interactions and transactions, recording details of inquiries, comments and complaints.
  • Identified, researched and resolved customer issues using the computer system.
  • Developed positive relationships with clients through friendly communication.
  • Collaborated with colleagues from other departments for cross-functional projects.
  • Educated customers on product features and benefits ensuring understanding of services offered by company.
  • Identified opportunities for process improvement based on feedback from customers.
  • Monitored inventory levels related to assigned accounts.
  • Managed multiple projects simultaneously while meeting deadlines consistently.
  • Assisted customers in navigating website to locate desired products and services.
  • Processed orders, forms, applications, and requests.
  • Answered questions regarding product availability and pricing information.
  • Performed data entry tasks related to customer accounts and transactions.
  • Maintained accurate records of customer interactions and transactions.
  • Provided support for internal teams by answering questions or providing resources related to customers' needs.
  • Monitored customer feedback to identify trends in inquiries or complaints.
  • Adapted quickly to changes in technology or workflow processes.
  • Monitored incoming emails related to customer inquiries regarding accounts and services provided by the organization.
  • Verified accuracy of data entry by reviewing, correcting, deleting or reentering information.
  • Organized paperwork according to established filing systems.
  • Resolved discrepancies between source documents and computer entries through careful review.
  • Maintained documentation of all the processes related to Data Analysis.
  • Processed customer orders using an online system, tracking delivery status and updating records accordingly.
  • Collaborated with team members to complete projects within established deadlines.

Cut Out

Monschein Industries
Riverbank, California
02.2019 - 07.2022
  • Managed inventory and supplies to ensure materials were available when needed.
  • Recognized by management for providing exceptional customer service.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Updated and maintained databases with current information.
  • Troubleshoot malfunctions in equipment or processes.
  • Replace worn tools, sharpen cutting tools, adjust machinery components.
  • Adjust machine settings to complete tasks accurately.
  • Monitor the feed and speed of machines during the machining process.
  • Inspect finished workpieces to ensure conformance with specifications.
  • Adjusted machine settings according to production requirements.
  • Perform periodic maintenance on machines such as cleaning and lubrication.
  • Load raw materials into machines according to specified measurements.
  • Keep detailed reports of maintenance activities performed on machinery.
  • Ensure that safety guidelines are followed at all times while operating machinery.
  • Unload finished products from machines onto conveyors or other transport systems.

Head Cashier

JCPenney
Stockton, California
04.2017 - 01.2019
  • Collaborated with the management team to determine appropriate staffing levels for peak hours.
  • Coached employees on best practices for handling customer complaints quickly and effectively.
  • Monitored register drawers to ensure adequate change was available throughout each shift.
  • Identified opportunities for improving operational efficiency through process optimization initiatives.
  • Performed opening and closing duties such as counting money, balancing tills, and reconciling discrepancies.
  • Provided guidance on difficult transactions or inquiries from customers regarding products or services offered in the store.
  • Participated in annual inventory audits to verify stock counts against physical inventories.
  • Developed creative solutions for reducing costs associated with managing the cashier staff.
  • Handled returns, exchanges, and refunds in accordance with company policy while maintaining a high level of customer satisfaction.
  • Conducted regular spot checks of cashier performance to ensure accuracy when processing payments.
  • Analyzed sales data to identify trends in customer purchasing behavior that could be used to optimize inventory selection and pricing strategies.
  • Ensured all cashiers were trained in store policies and procedures, as well as safety protocols.
  • Reviewed financial reports on a weekly basis to ensure accuracy of store operations and compliance with company guidelines.
  • Assisted customers at checkout by providing excellent customer service and resolving any issues that arose.
  • Verified employee timecards for accuracy and completeness prior to submitting payroll information.
  • Reconciled credit card payments with the bank statements on a monthly basis.
  • Maintained records of daily transactions including sales receipts, cash received, discounts issued.
  • Assisted other departments when needed by providing additional support during busy periods.
  • Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.

Cashier/Sales Floor Associate

Home Depot
Riverbank, California
01.2014 - 08.2017
  • Stocked shelves with merchandise when needed.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Answered customer inquiries regarding store policies and procedures.
  • Issued receipts, refunds, credits or change due to customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Followed company security procedures for handling large sums of money.
  • Ensured compliance with all safety regulations within the store environment.
  • Performed other duties as assigned by management.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Resolved customer complaints professionally in accordance with company policy.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Used suggestive selling techniques to promote add-on sales.
  • Scanned merchandise using point-of-sale system for accurate purchase totals.
  • Verified customer age requirement for alcohol or tobacco purchases.
  • Worked closely with front-end staff to assist customers.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Discounted purchases by scanning and redeeming coupons.

Education

High School Diploma -

Stanislaus Alternative Charter High School
Modesto, CA
09.2023 - 04.2024

Skills

  • Technical Support
  • Data Entry
  • Customer Service
  • CRM Software
  • Workload Management
  • Payment Processing
  • Customer Relationship Management
  • Gathering information
  • Call documentation skills
  • Verbal and written communication
  • Data Gathering
  • Account Management
  • Quality Control
  • Professional phone voice
  • Sales expertise
  • Complaint resolution
  • Information Analysis
  • Organizing and Categorizing
  • Virtualization
  • User Support
  • Work Planning and Prioritization
  • Hardware and software installation
  • Attention to Detail
  • Project Specifications
  • Information Updates
  • Problem Resolution
  • Call Center Processes
  • Microsoft Office
  • POS Systems and Ordering Platforms
  • Customer Satisfaction
  • Policy and Procedure Adherence
  • Call Volume and Quality Metrics
  • Billing Adjustments and Refunds

Work Preference

Location Preference

Remote

Timeline

Customer Resolution Specialist

Lowes Home Centers
09.2023 - 07.2024

High School Diploma -

Stanislaus Alternative Charter High School
09.2023 - 04.2024

Cut Out

Monschein Industries
02.2019 - 07.2022

Head Cashier

JCPenney
04.2017 - 01.2019

Cashier/Sales Floor Associate

Home Depot
01.2014 - 08.2017

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Bianca Ronquillo-Sandoval