Darlene Rosales
New Port Richey,FL
Summary
Team-oriented Retail Sales Associate who works well in a collaborative environment, yet thrives on personal sales achievements. 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Hardworking and passionate job seeker with strong organizational skills eager to secure this position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Remote Internal Responsibility
Uber Technologies, Corporate Office
Tampa, FL
02.2016 - 03.2023
- Resolving over 8000 contact inquires in the Tampa, Florida market in duration of my tenure.
- Has been recognized as one of the Top 10 Experts in the Southeast region for " Expert Helpfulness".
- Sales, account management experience
- Demonstrated ability to problem solve and troubleshoot
- Effective communication skills with the ability to interact and connect with many types of personalities
- Worked across departments and are responsible for communicating and collaborating with others.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Merchandising Specialist
Sea World Employment Center
Tampa, FL
03.2012 - 11.2016
- Assembled quarter and full-size point of purchase promotional displays.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Established strong vendor relationships to maintain and support business.
- Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
- Conferred with store managers to obtain information about customer needs and preferences.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Maintained product inventory and reordered items.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Worked with managers and advertising directors to optimize promotions.
- Supplied daily support to buyer and assistant buyer.
- Inspected merchandise for quality and arranged proper display location on floor.
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
- Improved sales process and tracking with implementation of new point of sale (POS) system.
Education
Bachelor of Arts - Psychology
Saint Leo University
Saint Leo, FL09.2022
Associate of Arts - Human Services
Paco Hernando State College
Hernando, FL12.2018
Skills
- Exceptional customer service
- Reliable
- Excellent communication skills
- Friendly
- Energetic
- Approachable
- Flexible
- Organized
- Strong work ethic
- Cooperative team member
- Strong verbal communication
- Reliable and dependable
- Independent worker
- Staff training and development
- Skilled multi-tasker
- Order Processing
- Accurate cash handling
- Store opening and closing procedures
- Store maintenance
- Customer- and service-oriented
- POS systems
- Listening skills
- Written and oral communication skills
- Ability to handle fast-paced environment
- Works well under pressure
- Account Management
- Business Development Understanding
- Retail Sales Customer Service
- Sales Expertise
- Credit Card Payment Processing
- Active Listening
- Lotus Notes
- Microsoft Word
- Understanding Customer Needs
- Microsoft PowerPoint
- Microsoft Excel
- Customer Relations
- Staff Training
- Service Standard Compliance
- CRM Software
- Customer Service
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Technical Support
- Data Evaluation
- Document Control
- Refund Processing
- Records Preparation
- Livechat Messaging
- Microsoft Outlook
- Microsoft Windows
- Filing
- Monitoring
Timeline
Remote Internal Responsibility
Uber Technologies, Corporate Office
02.2016 - 03.2023
Merchandising Specialist
Sea World Employment Center
03.2012 - 11.2016
Bachelor of Arts - Psychology
Saint Leo University
Associate of Arts - Human Services
Paco Hernando State College
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