Summary
Overview
Work History
Education
Skills
Timeline
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Brett Leising-Gonzalez

GALVESTON,TX

Summary

Dynamic and results-oriented professional with extensive experience in customer service and team leadership, notably at Affirm. Excelled in conflict resolution and problem-solving, enhancing customer satisfaction and loyalty. Demonstrated proficiency in Microsoft Excel and data entry, alongside strong active listening skills. Achieved notable improvements in service delivery and efficiency, contributing to a positive and productive work environment.

Overview

6
6
years of professional experience

Work History

Customer Service Representative/Team Leader

Affirm
10.2016 - 07.2019
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Assistant Manager

Domino's Pizza
09.2015 - 09.2016
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects/tasks.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Waitress

Roosters Steakhouse
07.2014 - 09.2015
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Used cash registers and credit card machines to cash out customers.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Answered customers' questions, recommended items, and recorded order information.

Cashier

Whataburger
06.2013 - 08.2014
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Built relationships with customers to encourage repeat business.
  • Learned duties for various positions and provided backup at key times.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Greeted customers entering store and responded promptly to customer needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Processed refunds and exchanges in accordance with company policy.
  • Answered questions about store policies and addressed customer concerns.
  • Helped customers complete purchases, locate items, and join reward programs.

Education

High School Diploma -

A & M Consolidated High School
College Station, Tx
05-2013

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Computer Proficiency
  • Conflict Resolution
  • Microsoft Excel
  • Call Center Operations
  • Product Knowledge
  • Paperwork Processing

Timeline

Customer Service Representative/Team Leader

Affirm
10.2016 - 07.2019

Assistant Manager

Domino's Pizza
09.2015 - 09.2016

Waitress

Roosters Steakhouse
07.2014 - 09.2015

Cashier

Whataburger
06.2013 - 08.2014

High School Diploma -

A & M Consolidated High School

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Brett Leising-Gonzalez