Carmen Torres Resume
Newark,NJ
Summary
Organized , detailed -oriented, and conscientious self-starter. Able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure. Highly organized and efficient in a fast paced multitasking environments. Creative, Resourceful and flexible. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Call Center Customer Service Representative
Conduent / Ezpass
Newark , New Jersey
08.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 80 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer comments and questions via LiveChat during shifts.
- Contacted clients to verify account information and maintain accuracy, resulting in 90% increase in client satisfaction.
- Recorded actions taken, issues resolved and noted information to effectively manage customer accounts.
- Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
- Responded to customer comments and questions via LiveChat during shifts
Cashier
Gmc
Newark , New Jersey
07.2021 - 08.2022
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns
- Helped customers complete purchases, locate items and join reward programs
- Tallied cash drawer at beginning and end of each work shift
Cashier
Walgreens
Newark , New Jersey
04.2021 - 07.2022
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
Assistant Manager
Atlantis Management Group
Newark , United States
12.2019 - 04.2021
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored security and handled incidents calmly.
- Reduced financial discrepancies by monitoring credit card sales and deposits.
Manager , Operations Manager
10 Spot/Madrag
Newark, NJ
02.2018 - 08.2019
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
- Executed new training initiative to improve skills and develop leaders from within.
- Managed day-to-day operations, including supervision and assignment delegation for 5-member team.
- Led employee performance reviews and discussed improvement strategies with each team member.
- Facilitated on-site staff training and developed processes and procedures to increase accuracy.
- Led district conference calls with my district teams to update and align sales objectives.
- Consistently met financial targets with close monitoring of expenses, labor hours and supply use.
- Greeted and assisted all customers daily in high-traffic retailer.
- Cleaned work areas regularly to keep team efficient and eliminate any safety concerns.
- Coached new team members on job tasks and performance strategies.
- Maintained open and professional team relationships to quickly identify and resolve issues.
- Trained a number of employees in inventory practices, POS systems and product knowledge, contributing to 100% increase in customer satisfaction ratings.
- Oversaw personnel recruitment, performance and scheduling.
- Trained current employees on additional job positions to maintain coverage of roles at all times.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
Key Holder
Childrens Place
Newark, NJ
07.2017 - 01.2018
- Worked as team member assisting with cashier duties, product merchandising and cleaning to maximize store efficiency.
- Monitored incoming customer traffic to determine appropriate staffing.
- Managed stock demands, employee shift schedules and opening and closing operations and adapted professionally to all unexpected changes.
- Increased revenue by leveraging product promotion skills and knowledgeable sales strategies.
- Completed administrative duties, including opening and closing reports and bank deposits, each day to keep back-office functions current and accurate.
- Supervised teams of up to 4 employees and provided leadership and guidance to boost productivity, customer service levels and sales success.
- Managed store operation duties, including counting cash drawers and checking equipment for proper functioning to maintain optimal performance levels.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Monitored department for signs of theft by customers or employees and implemented corrective actions to prevent recurrence.
- Delegated tasks to specific employees based on individual knowledge and strengths.
- Processed credit card payments and counted back change and currency with 100% accuracy rate.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
Cook Server Cashier
Mcdonalds Corp.
Newark, NJ
05.2016 - 06.2017
- Maintained open communication with kitchen staff regarding cook times to prevent overloading workers and creating dissatisfied customers.
- Sanitized food preparation areas, grills and equipment to avoid cross-contamination from raw items.
- Established and maintained open, collaborative relationships with kitchen team to maximize efficiency.
- Created nutritious, safe, visually appealing, innovative and properly prepared and flavored food.
- Operated all kitchen equipment safely to avoid injuries.
- Enforced proper sanitation practices to prevent spoiling or contamination of foods.
- Grilled and deep fried various foods, including chicken, burgers and nuggets.
- Collaborated with team to deliver timely service of items.
- Put together multiple, concurrent orders during customer rushes, including dinner and lunch hours.
- Properly utilized various cooking utensils to prepare range of food items.
Teachers Aide
Special Parent Advocacy Group
East Windsor, NJ
02.2015 - 04.2016
- Tutored and supported students individually and in groups of up to 9 by reteaching and reviewing lesson concepts and behavioral.
- Arranged and led activities for students, including math, coloring and puzzles.
- Tutored and supported students individually and in groups of up to 9 by reteaching and reviewing lesson concepts and behavorial.
- Modeled and taught basic and advanced social skills, conflict management techniques and study approaches to students.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Prepared lesson materials and visual aids to reinforce lesson concepts.
- Participated in meetings with parents concerning child’s progress and areas of concern during parent-teacher conferences.
- Drove social, emotional, intellectual, and physical development through age-appropriate enrichment activities.
- Supervised 9 students on field trips by performing head counts and maintaining group proximity to account for all children in busy, public environments.
- Attended in-services, workshops and seminars.
- Kept students safe inside and outside classrooms by proactively monitoring behaviors and tracking student movements, safety hazards and visitors.
- Assisted teachers with instruction and provided clerical support for diverse needs.
- Assisted in development screenings to measure students’ motor, language, and emotional skills since they where kids with special needs.
- Distributed classroom materials and supplies such as pencils, paper and art materials.
- Cleaned and organized classrooms, materials, and supplies for maximum efficiency.
- Monitored students in class, hallways and gym to supervise, enforce rules and support lead teacher.
- Assisted in putting information in the Perform Care System for children and employees.
- Assisted parents who could not speak English. Also assisted with appointments with the Child Study Team and also would explain to parents about the Respite Program and also explain about the Division of Development Disability {DDD} form threw Perform Care to the parents.
Administrative Assistant
SavATree
Hamilton , NJ
04.2008 - 12.2012
- Planned and executed corporate meetings, lunches and special events for groups of 10 + employees.
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Coordinated daily and weekly schedules and monthly calendar obligations for 5 Arborist.
- Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and ensure compliance with company policies and procedures.
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
- Tracked and submitted employee time sheets to accounting department for payroll processing.
- Processed financial documents including contracts, expense reports and invoices.
- Contacted customers via phone and email to confirm appointments and follow up with inquiries.
- Set up and maintained physical and electronic filing systems.
- Assisted with administrative tasks, including filing, answering phones and emailing.
- Assisted a team of 2 receptionist , including training and task delegation.
- Scheduled and coordinated meetings and calendars of high-level decision-makers.
Education
High School Diploma -
Elizabeth High School
Elizabeth, NJ06.2000
Skills
- Memo preparation
- Faxing documents
- Office supplies
- Transmitting files
- Supervising clerical personnel
- Mail management
- Routing correspondence
- Transcript typing
- Understands grammar
- Inventory control
- Report writing
- Detail-oriented
- Inventory supplies
- Appointment scheduling
- Scheduling and calendar management
- Data entry
- Strong problem solver
- Administrative operations
- Professional and mature
- Flexible
- Time management
- Resourceful
- Microsoft Office
- Dedicated team player
- Schedule management
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Call Documentation
- Call Center Operations
- High-Volume Environments
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Scripted Calls
- Directing Calls
- Corporate Standards
- Policy and Procedure Adherence
- Invoice Preparation and Processing
Languages
Spanish
Native or Bilingual
Timeline
Call Center Customer Service Representative
Conduent / Ezpass
08.2021 - Current
Cashier
Gmc
07.2021 - 08.2022
Cashier
Walgreens
04.2021 - 07.2022
Assistant Manager
Atlantis Management Group
12.2019 - 04.2021
Manager , Operations Manager
10 Spot/Madrag
02.2018 - 08.2019
Key Holder
Childrens Place
07.2017 - 01.2018
Cook Server Cashier
Mcdonalds Corp.
05.2016 - 06.2017
Teachers Aide
Special Parent Advocacy Group
02.2015 - 04.2016
Administrative Assistant
SavATree
04.2008 - 12.2012
High School Diploma -
Elizabeth High School
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