Cheri Y. Valdez
Bronx
Summary
Customer care professional with reputation for delivering top-tier support and driving customer satisfaction. Proficient in managing high-volume inquiries and resolving escalated issues efficiently. Known for collaborative teamwork and adapting to evolving service needs with focus on consistent results. Self-starter with a can-do attitude, always ready to take on new challenges.
Overview
16
16
years of professional experience
Work History
Senior Customer Care Specialist
Barrie House Coffee Company, LLC
04.2013 - 01.2025
- Closely supported Customer Service Manager in a family owned company which roasted premium, Fair Trade and Organic coffee and tea for over 90 years.
- Highly analytical, result-driven, skilled at working quickly, efficiently and accurately under tight deadlines.
- Adept at all functions of Customer Service and Accounting roles, providing executive administrative support. Dedicated to providing exemplary work and supporting the overall mission of the company. Primary responsible for execution of accurate billing/invoicing functions for company shipments and initiating and implementing corrective action as needed to ensure an excellent standard of service and a high level of customer satisfaction are maintained. Offers ongoing support to accounting with questions and day-to-day invoicing concerns. ensure daily invoice sales order register shipments are billed by close of business day. Providing customer service support to the Company by obtaining, analyzing, and verifying the accuracy of order information with a highly developed sense of integrity and commitment to customer/ sales satisfaction.
- Managing order entry, fulfillment and overall world class customer care to most of our larger customers. Professionally handled incoming requests/phone calls (hunt group) from customers and ensured that issues are resolved both promptly and thoroughly. Providing quality service and support in a variety of areas including but not limited to new orders, billing, inquiries and problem solving related to products and orders (ex. Tracking shipments, processing claims and order status), logging Quality Assurance complaints and tracking through to resolution. Closely supports the Customer Service Manager with developing procedures and manuals for the department to better function as a cohesive team.
- Optimized workflows, enabling more effective resource allocation and improved service delivery times.
- Boosted first-call resolution rates by implementing best practices informed by ongoing professional development activities.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
Customer Service Representative
Selco Industries, Inc./Gussco Manufacturing, LLC
03.2009 - 04.2013
- Closely supported the Customer Service Manager in a company that manufactures stock and custom presentation folders for dealers and other professional resellers across the United States.
- Developed procedures and manuals for the department to better function as a cohesive team.
- Trained new and current employees on stock and custom products such as pressboard and classification folders, designer packs and the Redrope line of pockets and envelopes.
- Underwent extensive training in Estimating and Costing in the MAS 90 System. After training I was appointed the leader to train the Customer Service Team and other departments. Point of contact between the sales team and customers. Assume the role of the primary back-up for the Inside Sales Manager.
- Works collaboratively within a team oriented call center to assist customers with orders, pick-ups, returns and credits & credit card payments.
- Answered a high volume of calls daily.
- Managed and responded to inquiries and orders generated through the customer service email account.
- Provided knowledgeable answers to customers regarding product, pricing and inventory inquiries. Managed major accounts from a service and relationship perspective.
- Collaborated with the Production Team to ensure stock and custom orders ship on schedule. Provide customers with tracking information for each shipment processed daily. Opened new accounts and update customer profiles.
- Monitored and reviewed incoming freight, deliveries for company’s stock replenishing and distribution orders.
- Point of contact for Staples Print Solutions/Advantage Portal for processing of quotes, coordination with vendors, download specifications, upload of internal quotes and pricing. Processing of web orders from end users.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma - Business Administration
Chelsea Vocational High School
New York, NY06.1995
Momentum Education – Basic Leadership Graduate - undefined
Momentum Education
New York, NY04.2010
Skills
- Skilled in NetSuite application
- Experienced with Microsoft Office Suite applications
- Accounts payable processing
- Data-driven problem-solving
- Detail-oriented data entry
- Expertise in client relations
- Skilled in resolving conflicts
- Stock management
- Experienced in operating multi-line systems
- Expertise in product solutions
- Account management
Timeline
Senior Customer Care Specialist
Barrie House Coffee Company, LLC
04.2013 - 01.2025
Customer Service Representative
Selco Industries, Inc./Gussco Manufacturing, LLC
03.2009 - 04.2013
Momentum Education – Basic Leadership Graduate - undefined
Momentum Education
High School Diploma - Business Administration
Chelsea Vocational High School
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