DIANA AROCHO
Rochester,NY
Summary
Experienced and results-driven professional with a proven track record in both retail management and billing customer service. With 8 years of hands-on experience, adept at leading teams to achieve operational excellence and deliver exceptional customer satisfaction. Proficient in inventory management, sales analysis, and staff development within the retail sector, coupled with expertise in resolving billing inquiries and ensuring 100% accurate financial transactions. Possesses strong interpersonal and communication skills, coupled with a strategic mindset to streamline processes and drive revenue growth. Seeking opportunities to leverage expertise in both store management and customer service to contribute effectively to a dynamic organization.
Overview
8
8
years of professional experience
Work History
Mobile Billing Representative Rep 2
Spectrum
03.2024 - Current
- Enhanced customer satisfaction by addressing and resolving billing inquiries in a timely manner with 100% accuracy.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Maintained detailed records of customer interactions between various departments.
- Mastered multiple software systems for seamless navigation during calls improving efficiency.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
Mobile Billing Representative
Spectrum
04.2022 - 03.2024
- Adhered to company policies and scripts to consistently achieve call-time and quality standards regarding billing, payment processing, and support policies and procedures.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled high volume of inbound calls per shift to offer callers product and service information
- Resolved complaints to satisfy customers and encourage future transactions.
- Received two Silver awards and two bronze awards based on high performance
- Verified accuracy of accounts payments, resulting in 40% reduction in payment errors.
Store Manager
Dollar General
01.2022 - 04.2022
- Increased customer satisfaction by resolving merchandise issues
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Participated in team-building activities to enhance working relationships
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Oversaw daily operations to ensure high levels of productivity
- Managed team of 6 employees, overseeing hiring, training, and professional growth of employees
- Used coordination and planning skills to achieve results according to schedule.
Assistant Manager
Dollar General
04.2018 - 01.2022
- Provided superior customer service leadership; greeted and assisted customers, and operate a cash register and scanner to itemize the customer's purchase
- Assisted Store Manager with scheduling employees, providing adequate training for employees, conducting safety meetings, and ensuring employee compliance with company policies and procedures, allowing the Store Manager to increase sales by 30%.
- Followed company work processes to manage merchandise, including receiving,unpacking, stocking, restocking and rotating merchandise on shelves and building merchandise displays.
- Assisted in maintaining accurate inventory levels by controlling damages, markdowns,scanning, paperwork, and facility controls
- Assisted in ensuring financial integrity of the store through cashier accountability, key control, adhered to company security practices and cash control procedures;authorized and signed for refunds and overrides, counted register tills, and deposited money to the bank
- Assisted with the management of the store in the Store Manager's absence.
Sales Associate
Dollar General
01.2016 - 07.2021
- Followed company work processes to unload and stock freight in a timely manner
- Assisted customers with any inquiry regarding a product or price
- Maintained the cleanliness of the store
- Welcomed customers
- Operated a cash register and flatbed scanner to itemize and total a customer's purchase with 100% accuracy
Lead Sales Associate
Dollar General
06.2016 - 05.2018
- Unloaded trucks according to the prescribed process of the store and stocked merchandise
- Built merchandise displays
- Assisted in planogram implementation and maintenance
- Operated cash register, bill counter and flatbed scanner to itemize and total customer's purchase;bag merchandise
- Followed company policies and procedures as outlined in the Standard Operating Procedures manual, Employee Handbook, and company communications enabling 100% safety compliance.
- Opened and/or close the store under the specific direction of the Area Manager.
Education
12 Credits Completed - Surgical Technology
Monroe Community College
Rochester, NY10.2021
GED -
New York State Department of Education
Rochester, NY03.2014
Skills
- Responsible
- Interpersonal Communication
- Teamwork
- Leadership
- Analytical skills
- Flexible & Adaptable
- Critical thinking
- Payment Processing
- Data entry experience
- Account Management
Languages
Spanish
Native or Bilingual
Timeline
Mobile Billing Representative Rep 2
Spectrum
03.2024 - Current
Mobile Billing Representative
Spectrum
04.2022 - 03.2024
Store Manager
Dollar General
01.2022 - 04.2022
Assistant Manager
Dollar General
04.2018 - 01.2022
Lead Sales Associate
Dollar General
06.2016 - 05.2018
Sales Associate
Dollar General
01.2016 - 07.2021
12 Credits Completed - Surgical Technology
Monroe Community College
GED -
New York State Department of Education