Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Cynthia Puentes

Garland

Summary

Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Detailed Junior Manager with first-rate skills in directing and supervising groups of up 20 members. Proficient in maintaining budgets, keeping track of project progress and creating effective project plans. Reliable, flexible and committed to planning and managing resources effectively. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Heat Source
01.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Maintained high levels of customer retention with proactive relationship-building strategies.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Quoted prices, credit terms and other bid specifications.

Jr. Manager

2ooo Industries Group
05.2020 - 10.2022
  • Supported management protocols, decisions and plans within company structure, atmosphere and culture.
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
  • Handled approximately daily credit and cash transactions for customers with accuracy and speed.
  • Counted money in drawers at beginning and end of each shift.
  • Maintained reports of transactions and greeted customers when entering and leaving establishment.
  • Performed cash, card and check transactions to complete customer purchases.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

Area Supervisor

DD's DISCOUNTS
11.2019 - 05.2020
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Tracked hours and inventory usage, and prepared associated reports.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Processed orders and issued documentation.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Determined performance benchmarks and completed ongoing evaluation of employee work.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.

Cashier/Customer Service

Mi-T-Fine Car Wash
08.2014 - 06.2017
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Handled approximately daily credit and cash transactions for customers with accuracy and speed.
  • Counted money in drawers at beginning and end of each shift.
  • Maintained reports of transactions and greeted customers when entering and leaving establishment.
  • Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Education

High School Diploma -

Academy Charter School
Richardson, TX
05.2014

Skills

  • Customer Relationship Management
  • Administrative Management
  • Employee Coaching and Motivation
  • Cash Flow Management
  • Managing Cash Register
  • Sales Team Management
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Upselling Products and Services
  • Customer Service and Assistance
  • Credit Card Payment Processing
  • Staff Training
  • Office Management
  • Intuit QuickBooks
  • Excel
  • Outlook Email

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Customer Service Representative

Heat Source
01.2023 - Current

Jr. Manager

2ooo Industries Group
05.2020 - 10.2022

Area Supervisor

DD's DISCOUNTS
11.2019 - 05.2020

Cashier/Customer Service

Mi-T-Fine Car Wash
08.2014 - 06.2017

High School Diploma -

Academy Charter School
Cynthia Puentes