Dana Flores
Spring
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 5-year background maintaining customer satisfaction and contributing to company success.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
FMA Alliance
01.2022 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Educated customers on company systems, form completion and access to services.
- Facilitated communications through management of inbound and outbound customer calls.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Entered customer information into customized computer system with [Software] to document and organize client records.
Customer Service Associate
HEB Grocery Store
01.2016 - 06.2017
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered basic technical support for clients on wide range of company products.
- Executes excellent sales floor merchandising and selling.
- Informed customers about special promotions and provided detailed information for various products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
Cashier Team Lead
Walmart
01.2015 - 01.2016
- Quickly and accurately counted drawers at start and end of each shift.
- Monitored areas for security issues and safety hazards.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Helped customers complete purchases, locate items and join reward programs.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Controlled merchandise zoning and monitored compliance with merchandising guidelines.
- Trained team members on cash register operation and cash handling.
- Operated POS cash register and equipment to collect payments.
- Supervised cashiers to boost customer service levels, check accurate balance for transactions, and promote smooth operations.
- Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring.
- Interpreted and enforced operating instructions, procedures and safety rules.
- Analyzed purchases for signs of fraud.
- Educated employees on register use, merchandising and customer service.
- Resolved escalated customer disputes with special actions such as discounts.
- Restocked and organized merchandise in front lanes.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Built effective training and coaching strategies to optimize team performance.
- Received and processed customer payments.
- Developed standard operating procedures.
- Processed checks, cash and credit purchases or refunds.
- Assisted customers by answering questions and fulfilling requests.
- Maintained stock within optimal levels to meet expected customer and sales levels.
Fitting Room Attendant
Target
11.2014 - 01.2015
- Repackaged and tagged returned items for sales floor.
- Reduced theft by limiting number of items that each customer took into fitting rooms.
- Cleaned and maintained fitting rooms regularly.
- Organized clothing and accessories that customers had returned to fitting room desk.
- Welcomed each customer to fitting room with warm smile and kind words.
- Monitored customers for signs of theft.
- Checked garments for damage and placed tags prior to returning items to sales floor.
- Offered help to customers and brought alternative sizes.
- Collected discarded merchandise, sorted and returned to display racks.
- Answered customer telephone calls to provide information about store policies and available merchandise.
- Assisted customers by finding proper clothing sizes and accessories that would complement outfits.
- Picked out correct sizes and colors according to each customer's specific interests.
- Maintained high customer readiness standards by delivering clean, neat and easy-to-shop store environment.
- Placed merchandise on appropriate hangers, verifying hanger sizes matched garment sizes.
- Led customers to right aisles and shelves to provide information on available clothing items and accessories.
- Placed customers' chosen items on racks inside fitting rooms and provided location of assigned rooms.
- Answered customer questions and assisted with fittings by retrieving alternate sizes, colors and clothing options.
- Checked fitting room stalls and sorted merchandise to racks.
- Suggested accessories such as belts, jewelry and shoes to complement chosen clothing items.
- Used PDT to process customer returns and reticket merchandise.
- Processed information and merchandise through POS register system.
Customer Service Associate
Carnival
06.2012 - 06.2014
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Executes excellent sales floor merchandising and selling.
- Informed customers about special promotions and provided detailed information for various products.
- Offered basic technical support for clients on wide range of company products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Boosted sales revenue by skillfully promoting diverse service options.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
High School Diploma -
Simon Sanchez High School
Yigo, GU06.2013
Skills
- Inbound and Outbound Calling
- Sales
- Client Needs Assessment
- Guest Services
- Cash Handling
- Point of Sale Systems
- Product Knowledge
- Product Location
- Prospecting Clients
- Cash Register Operation
- Visual Displays
- Invoicing
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Documented and resolved customer issues
Timeline
Customer Service Agent
FMA Alliance
01.2022 - 03.2024
Customer Service Associate
HEB Grocery Store
01.2016 - 06.2017
Cashier Team Lead
Walmart
01.2015 - 01.2016
Fitting Room Attendant
Target
11.2014 - 01.2015
Customer Service Associate
Carnival
06.2012 - 06.2014
High School Diploma -
Simon Sanchez High School