China Ventura
Killeen
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
19
19
years of professional experience
Work History
Correctional Officer
Texas Department of Criminal Justice
06.2019 - Current
- Facilitated connections between departments by managing incoming call transfers.
- Maintained clear and open communications with facility areas to support safe operations.
- Supervised inmates during day-to-day activities.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
Retail Stocker / Customer Service
HEB Grocery Store
06.2018 - 05.2019
- Supported guests in identifying specific products, ensuring a positive experience.
- Maintained a clean work environment and followed food handling guidelines
- Check the temperature of the product
- Read orders to obtain item numbers and located merchandise in bins or on shelves.
- Addressed customer questions promptly using established store protocols.
- Collaborated with management team to identify opportunities for process improvements related to stocking processes.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Maintained accurate inventory levels through consistent monitoring and timely reordering of items.
- Streamlined stock replenishment processes, resulting in a more efficient workflow for the team.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Correctional Officer
Texas Department of Criminal Justice
09.2015 - 06.2018
- Maintained order within the facility, enforced rules and regulations, answered phones, and used handheld radios.
- Oversaw inmate activities and managed work assignments.
- Maintained clear and open communications with facility areas to support safe operations.
Customer Service Representative - Call Center
Teleperformance
03.2015 - 09.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Performed outbound calling campaigns to promote new products or services.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Facilitated communication between customers and other departments to facilitate resolution.
- Detailed payment options and explained price, receipt and billing details to customers.
- Processed payments and applied to customer balances.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Negotiated to collect balance in full.
Retail Cashier / Customer Service
Walmart
06.2006 - 01.2015
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Manually input codes at the register for items that aren't scanning properly.
- Managed self-checkout registers, aiding customers in processing their purchases.
- Closed and reconciled register at shift's end.
- Check prices on the shelf, and ensure prices reflect the store's current prices.
- I assisted at the customer service desk and money center when needed, and completed refunds and exchanges.
- Managed incoming customer inquiries via phone.
- Processed purchases and received payments efficiently.
- Treat patrons courteously, and answer questions they may have used the knowledge of the store's established procedures.
- Greeted customers promptly and responded to questions.
- Asked detailed questions to determine appropriate items to fill customer needs.
- Followed company policies regarding payment methods, discounts, refunds.
- Helped customers complete purchases, locate items, and join reward programs.
- Provided excellent service through active listening skills, addressing customers'' needs effectively."
- Used POS system to enter orders, process payments and issue receipts.
Education
Associate of Science - Accounting
McLennan Community College
01-2027
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
03-2021
Certificate of Completion - Correctional Officer Training
Texas Department of Criminal Justice
01.2014
Skills
- Accounting
- Payroll
- Organizational Improvements
- Interpersonal Professional Communications
- Call center experience
- Issue resolution
- Microsoft Excel
- Critical thinking
- Problem-solving
- Time management
- Customer service
- Collections processing
Education
true
Timeline
Correctional Officer
Texas Department of Criminal Justice
06.2019 - Current
Retail Stocker / Customer Service
HEB Grocery Store
06.2018 - 05.2019
Correctional Officer
Texas Department of Criminal Justice
09.2015 - 06.2018
Customer Service Representative - Call Center
Teleperformance
03.2015 - 09.2015
Retail Cashier / Customer Service
Walmart
06.2006 - 01.2015
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
Associate of Science - Accounting
McLennan Community College
Certificate of Completion - Correctional Officer Training
Texas Department of Criminal Justice
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