Briana Velasquez

• Create reports on daily, weekly, monthly basis related to customer service activities.
• Maintain accurate records of customer interactions for future reference.
• Prepare work schedules based on staff availability and forecast demands to optimize personnel coverage.
• Answer phone calls and responded to questions and concerns.
• Provide guidance and support to junior customer service representatives, including coaching and mentoring.
• Evaluate and authenticate returns, exchanges and voids.
• Resolve escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Ensure all customer inquiries were handled in accordance with company standards and regulations.
• Evaluate employee performance reviews based on specific criteria set forth by management.
• Train new customer service representatives on company policies and procedures.

Maintained an up-to-date knowledge of company's products and services to ensure accuracy when responding to customer inquiries.

• Followed up with customers after completion of transactions to ensure satisfaction.
• Leveraged multilingual skills to review, record and organize written data from variety of sources.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Updated system with order specifics and customer details, preferences, and billing information.
• Utilized multiple computer systems to access customer accounts, process payments, update account status.
• Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
• Took ownership of each call by listening attentively to understand individual needs.
• Created detailed reports on customer interactions including complaint resolution summaries.
• Resolved customer complaints and issues promptly and professionally.

Tracked orders from start to finish to ensure timely delivery of goods or services.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Mentored junior team members and managed employee relationships.
• Participated in training sessions regarding safe driving practices and defensive driving techniques.
• Utilized GPS navigation systems to plan efficient routes for deliveries.
• Monitored road conditions during trips to determine if any adjustments need to be made due to weather or traffic delays.
• Delivered packages to customers in a timely and efficient manner.
• Assisted with loading and unloading freight when necessary.
• Demonstrated ability to handle emergency situations calmly and effectively.

• Assisted customers with product selection, order placement and payment processing.
• Analyzed customer feedback to improve products or services offered by the company.
• Analyzed customer feedback to identify areas of improvement in products or services offered.
• Greeted customers to determine wants or needs.
• Answered store and merchandise questions and led customers to wanted items.
• Maintained knowledge of sales and promotions, return policies and security practices.
• Ensured compliance with all relevant regulations pertaining to sales operations.
• Participated in training sessions designed to enhance knowledge of products or services being sold.
• Prepared reports on sales performance metrics for management review.

• Monitored customer feedback surveys and implemented strategies to improve customer satisfaction scores.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Collaborated with sales team members to stay current on inventory levels and resolve item issues.
• Responded quickly to any escalated issues or disputes from customers.
• Maintained records of all customer interactions, inquiries, and transactions.