Cherie Serrano
Wappingers Falls,NY
Overview
15
15
years of professional experience
Work History
Call Center Representative
The Brothers that just do Gutters
Poughkeepsie, New York
03.2023 - Current
- Managed inbound customer inquiries regarding gutter services and products.
- Coordinated service appointments between customers and field technicians efficiently.
- Mentored junior team members and managed employee relationships.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained records of customer interactions, transactions, comments and complaints.
Assistant Manager
Hot Topic
Poughkeepsie, NY
02.2017 - 03.2023
- Mentors staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Responsible for opening or closing the store, including creating staff assignments, counting cash, and opening or closing registers
- Analyzes trends, identifying consumer demand and forecasting seasonal trends
- Maintains neat, orderly product displays and overall cleanliness of the store
- Merchandises portions of the store for an easy and appealing shopping experience
- Delivers an exceptional level of service to each customer by listening to concerns and answering questions
- Meet frequently with store managers to discuss product needs, accomplish sales goals and facilitate sales growth
Front Desk
Graceland Tattoo
Wappingers Falls, NY
06.2019 - 09.2020
- Managed all front desk operations for busy, high-volume tattoo shop
- Received all incoming calls and coordinated with artists to fulfill requests and resolve issues
- Handled payment processing duties and provided customers with receipts
Keyholder
Hot Topic Inc.
Poughkeepsie, NY
12.2014 - 02.2017
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
- Organized and updated schedules to optimize coverage for expected customer demands
Seasonal Sales Associate/ Sales Associate
Hot Topic Inc.
Poughkeepsie, NY
07.2012 - 12.2014
- Kept apprised of emerging trends and provided informative customer service to assist in product selection
Seasonal Sales Associate
Lane Bryant
Poughkeepsie, NY
11.2011 - 01.2012
- Met incoming customers and provided immediate assistance
- Worked flexible schedule to accommodate changing customer levels
Seasonal Sales Associate
Halloween City
Poughkeepsie, NY
09.2011 - 11.2011
- Processed cash and credit transactions through company POS system
- Met with customers to understand needs, recommend products and offer services that aligned with individual desires and needs
Education
Associate of Science - Communication and Media Arts
Dutchess Community College
Poughkeepsie, NY2013
Skills
- Excellent multi-tasker
- Cash handling accuracy
- Proficient in MS Office
- Team leadership
- Strong communication skills
- Reliable and dependable
Volunteer Work
Hudson Valley Comic Con Lagrangeville, NY
- Provided knowledgeable service when answering questions and greeted all customers with friendliness
- Provided a professional and polite experience to all celebrity guests and vendors
Timeline
Call Center Representative
The Brothers that just do Gutters
03.2023 - Current
Front Desk
Graceland Tattoo
06.2019 - 09.2020
Assistant Manager
Hot Topic
02.2017 - 03.2023
Keyholder
Hot Topic Inc.
12.2014 - 02.2017
Seasonal Sales Associate/ Sales Associate
Hot Topic Inc.
07.2012 - 12.2014
Seasonal Sales Associate
Lane Bryant
11.2011 - 01.2012
Seasonal Sales Associate
Halloween City
09.2011 - 11.2011
Associate of Science - Communication and Media Arts
Dutchess Community College