CYNTHIA VILLAGRAN
San Antonio,TX
Summary
Objectives
Customer focused professional with over ten years of customer service experience including management, recruiting, and quality assurance experience. Seeking a professional position within your company where I may lead with integrity and deliver professional and respectful service to customers while collaboratively working with peers and executive leadership towards company objectives.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
QVC Inc./Qurate Retail Group
San Antonio, Texas
10.2022 - 12.2023
- Work as a customer service representative to help customers according to QVC guidelines
- Aide customers through financial, orders and account concerns
- Microsoft Teams for daily correspondence with supervisors and other team members
- Maneuver customer accounts to be efficient and to provide excellent customer service
- De Escalate customer concerns and complaints
- Familiar and efficient with Microsoft software for communication to upper management and supervisors
- Access TimeHub and Verint daily for timekeeping
- Have received several customer commendations and monetary awards for consistently meeting and exceeding goals.
Sales Team Leader
James Avery Artisan
San Antonio, Texas
07.2018 - 10.2022
- Assist store management with in-store supervision including directing personnel
- Provide effective leadership to all associates while demonstrating the highest level of customer service in all areas
- Utilize GUESTS program when interacting with guests on sales floor or phone and when handling guest owned jewelry
- Prepare and review supply orders from the JAC warehouse, prepare orders for other items through various purchasing channels
- Coordinate & deliver leadership and training to all associates in all areas of responsibility with an emphasis on guest service and sales
- Prioritize work efforts based on in store service requests and coordinate staffing efforts throughout the store to ensure guests are handled promptly, sales goals are met, and service requests are completed by their assigned timeframe
- Assist with annual inventory process ensuring the process is conducted in compliance with established processes and guidelines
- Conduct inventory cycle counting, inventory adjustments, shipping and receiving of merchandise, and follow company procedures and notifying appropriate retail and corporate when inventory issues are discovered
- Develop and conduct team building activities, provide coaching, and corrective action as needed
- Monitor product trends and changes in retail and communicate to the District Manager
- Handle escalated guest situations with professionalism, active listening, open-ended question techniques, and respect to work toward an appropriate solution to resolve the concern
- Inspect and quality check service provided to guests by the associates and provide coaching or recognition
- Oversee return / exchange process conducted by associates to ensure quality of the products provided by guests
- Educate and communicate appropriate options available to guests concerning quality or specific requests for their jewelry needs
Recruiter
Tri-Starr Staffing Agency / TechForce
San Antonio, Texas
02.2015 - 07.2018
- Designed and implemented overall recruiting strategy based on assigned portfolio
- Developed and updated job descriptions and job specifications based on client’s need
- Performed job and task analysis to document accurate job requirements and objectives for client job postings
- Prepared recruitment materials and posted positions to appropriate job boards/newspapers/websites/colleges, etc
- Coordinated efforts and hosted job / career fairs for various clients and for the agency
- Interviewed and screened candidates for clients to fill their temporary or permanent work positions
- Conducted mentoring and education for candidates to assist with resume preparation, interviewing techniques, and salary negotiation discussions
- Stayed up to date with labor laws as well as share market and industry knowledge to adapt recruiting efforts accordingly
- Prepared and presented weekly/monthly reports providing results for recruitment efforts based on client, industry, and other segments
- Ensured a positive candidate experience by providing updates during key milestones of the recruitment process
Staffing Assistant / Front Office Coordinator
Tri-Starr Staffing Agency / TechForce
San Antonio, Texas
01.2011 - 02.2015
- Managed front office by coordinating appointments and receiving applicants, recently hired personnel, and corporate clients
- Responsible for gathering confidential employment documentation such as I9’s and W4’s efficiently to ensure onboarding paperwork was completed by their start date the same week
- Assisted applicants with their online application process
- Responsible for managing attendance records for one of our biggest clients (Toyota Plant)
- Coordinated internal office recognition programs monthly
- Managed office supplies, assisted with records management efforts for document office procedures
- Handled incoming calls for the agency and aided our applicants and clients with a one call resolution approach
- Coordinated drug screen efforts for all applications and communicated results to recruiters
Education
Some College (No Degree) - Biology
Some College (No Degree) - Data Analytics Certificate -Google/IBM
Currently enrolled in the data analytics course through Coursera. Received several certificates in data analytics so far:
What is Data Science? -IBM
Analyze Data to Answer Questions -Google
Process Data from Dirty to Clean -Google
Prepare Data for Exploration -Google
Ask Questions to Make Data-Driven Decisions -Google
Foundations: Data, Data, Everywhere -Google
Some College (No Degree) - HRCI Human Resource Associate Certificate
Skills
- 10 years customer service experience
- 10 years delivering customer centric leadership, coaching, and analysis
- 8 years facilitation / training experience
- 8 years recruiting experience, sourcing candidates online, conducting background checks, updating job ads, conducting interviews
- Excel in analytics with keen attention to detail which is used to develop sound and ethical business solutions
- Excel in verbal and written communication
- Enthusiastic self-motivated individual
- Demonstrated ability to cultivate strong relationships with customers, internal business partners, & team members
- Work independently and within a team environment toward common goals
- Excellent time management and organization capabilities
- Utilize various MS products such as Word, Excel, & PowerPoint as well as video conferencing applications such as Skype, Cisco, & TEAMS
Timeline
Customer Service Representative - QVC Inc./Qurate Retail Group
10.2022 - 12.2023
Sales Team Leader - James Avery Artisan
07.2018 - 10.2022
Recruiter - Tri-Starr Staffing Agency / TechForce
02.2015 - 07.2018
Staffing Assistant / Front Office Coordinator - Tri-Starr Staffing Agency / TechForce
01.2011 - 02.2015
Abilene Christian University - Some College (No Degree), Biology
Coursera - Some College (No Degree), Data Analytics Certificate -Google/IBM
Coursera - Some College (No Degree), HRCI Human Resource Associate Certificate
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