Julissa Urzua
Katy,TX
Summary
Seasoned retail supervisor with strong history of leading high-performance teams to meet and exceed sales, service and operational objectives. Diligent about monitoring shrinkage, managing records and keeping teams productive and motivated. Focused on driving revenue growth with proactive and strategic approaches. Successful at leading and motivating retail workers to provide exceptional service every time. Knowledgeable about end-to-end store operations with history of targeting improvements to enhance operations.
Overview
7
7
years of professional experience
Work History
Care Team Representative
Sedgwick Claims Management Services Inc.
Telecommuter, WA
10.2023 - Current
- Delivered exceptional customer service and internal support to assigned team.
- Acted as liaison between customers and team members, ensuring proper escalation of calls.
- Documented and tracked phone calls and interactions according to standard procedures.
- Educated customers on processes, timelines, and inquiry statuses via various communication channels.
- Resolved issues efficiently with one-call/one-person responses.
- Investigated customer feedback and tracked trends.
- Assisted in developing corrective and preventative actions.
- Performed various administrative tasks.
Digital Shopper
Walmart Neighborhood Market
Cypress, TX
03.2020 - 09.2022
- Leveraged my leadership capabilities to drive outstanding results and improve financial performance through exceptional customer service and fraud prevention strategies.
- Handling merchandise with meticulous care and conducting quality checks, I consistently achieved a 95% customer satisfaction rating. My excellent customer service skills, both over the phone and in person, contributed to an increase in positive customer feedback by 20%.
- Through efficient order fulfillment and precise handling of customer requests, I exceeded performance targets, maintaining a 99% order accuracy rate and reducing order processing time by 25%.
- My vigilance in reviewing order summaries and payment methods resulted in the identification and reporting of potential fraudulent activities, safeguarding the organization and its customers from financial losses.
- Through optimized inventory management and resource allocation, I contributed to a 10% reduction in operating costs, positively impacting the financial performance of the Digital Personal Shopper department.
Operations Trainer
Walmart Neighborhood Market, PROMOTION
Cypress, TX
08.2019 - 03.2020
- Successfully drove the performance of the department by leveraging digital tools for efficient inventory management, resulting in a 25% reduction in stockouts and overstock situations.
- Demonstrated effective stocking and rotation techniques to maintain high-quality standards, contributing to a 15% decrease in product returns.
- Provided guidance and support to peers, displaying leadership qualities in attending to customer needs and ensuring exceptional service delivery, leading to a 20% increase in customer loyalty.
- Supervised and mentored the production team, resulting in a 25% improvement in overall team productivity.
- Effectively planned and scheduled bakery and deli production, optimizing labor utilization and achieving a 15% increase in production output without compromising safety or quality.
Bakery & Deli Associate
Walmart Neighborhood Market
Cypress, TX
11.2017 - 08.2019
- Cross-trained and demonstrated versatility by working in the produce and meat departments, making crucial decisions regarding the quality and freshness of items offered to members and their families.
- Played a pivotal role in ensuring the availability, cleanliness, and freshness of produce and meat, resulting in a 10% increase in customer satisfaction scores.
- Prepared and presented fresh-baked items daily, adhering to recipes and maintaining exceptional packaging, labeling, and storage practices, contributing to a 15% reduction in product waste.
- Demonstrated excellent product knowledge and customer service skills, resulting in a 20% increase in positive customer feedback.
- Assisted with various duties as assigned, displaying a proactive and adaptable approach that led to a 30% improvement in task completion efficiency within the team.
Education
Some College (No Degree) - Diagnostic Medical Sonography
Lone Star College
Cypress, TXSkills
- Leadership/ Mentoring
- Recruiting / Training
- Strategic Planning
- Data Entry/ Analysis
- Problem Solving
- Customer Service
- Organizational Skills
- Time Management Skills
- Attention to Detail
- Food Safety Knowledge
- POS System Operation
- Microsoft Office
- Avaya Call Center
- Genesys Cloud
Accomplishments
- Regional Guidance Departmental Award.
- AP Spanish College Credit Kingsborough Community College.
- Business College Credit Kingsborough Community College.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Care Team Representative
Sedgwick Claims Management Services Inc.
10.2023 - Current
Digital Shopper
Walmart Neighborhood Market
03.2020 - 09.2022
Operations Trainer
Walmart Neighborhood Market, PROMOTION
08.2019 - 03.2020
Bakery & Deli Associate
Walmart Neighborhood Market
11.2017 - 08.2019
Some College (No Degree) - Diagnostic Medical Sonography
Lone Star College