EDITH MORALES
Mission,Tx
Summary
Customer service professional prepared for challenging roles with focus on resolving escalations and enhancing customer satisfaction. Proven ability to handle high-pressure situations and deliver impactful solutions. Excellent teamwork and adaptability, consistently contributing to team goals and adapting to changing environments. Recognized for strong communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Escalations Specialist
Contact Point 360
04.2023 - Current
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
- Developed customized solutions for customers, resulting in higher retention rates and increased loyalty.
- Strengthened relationships between key departments involved in issue resolution by fostering open communication and collaboration.
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
Cashier
Total Wine & More
08.2022 - 04.2023
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Stocked, tagged and displayed merchandise as required.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
ASSISTANT MANAGER
TJX COMPANY
12.2020 - 03.2022
- Worked with Store Manager in areas of Merchandising, Operations, Customer Service, and Human Resources within a high-volume store.
- Developed creative plans to increase store sales.
- Coordinated and supervised loss prevention and operational programs.
- Ensured every customer had a positive shopping experience.
- Hired, trained, supervised and mentored a team of 60+ Associates.
- Managed daily activity of the sales floor, backroom, front end and cash office.
- Improved store layout and efficiency.
STOCKROOM SUPERVISOR
TJX COMPANY
08.2019 - 12.2020
- Responsible for executing receiving and merchandising standards while ensuring Associates are processing efficiently and effectively, and working as a team.
- Actively trained and mentored Associates on established merchandising and processing principals utilizing appropriate company resources and tools.
- Orchestrated truck deliveries, prioritizing the processing of merchandise onto the salesfloor.
- Monitored and measured productivity of team and coached when necessary.
- Partnered with Management on Associate training needs to increase effectiveness, as well as setting and addressing priorities; provided periodic progress updates.
KEY CARRIER
TJX COMPANY
08.2017 - 12.2020
- Acted as Manager on Duty to adhere company policy and procedures.
- Ensured store team executed tasks and daily activities in accordance with store plan: reprioritized when needed.
- Addressed immediate customer service issues and provided appropriate coaching to Associates.
- Exercised discretion regarding customer service policies in order to satisfy customers.
- Ensured opening/closing procedures are executed in accordance with company guidelines.
- Provided continuous feedback, recognition, and coaching to Associates.
- Maintained proper Associate coverage in service areas for a positive customer experience.
- Ensured Associated adhered to all operational procedures.
- Provided and accepted ongoing recognition and constructive feedback.
CUSTOMER EXPERIENCE COORDINATOR
TJX COMPANY
06.2017 - 08.2017
- Responsible for promoting an excellent customer experience.
- Oversaw a team of 3-9 Associates at front of store ensuring prompt, courteous customer service and promotion of loyalty programs.
- Lead by example by engaging and interacting with all customers, and maintain a clean and organized store.
- Processed cash register transactions accurately and effectively according to established policy and procedures.
MERCHANDISE COORDINATOR
TJX COMPANY
02.2014 - 06.2017
- Ensured the execution of merchandise presentation plans and priorities for Beauty, Men's Apparel, Women's Apparel, and Home Department.
- Accurately processed and prepared merchandise for the sales floor following company procedures and standards.
- Trained and mentored Associates on merchandising guidelines, protection standards and established best methods.
- Provided exceptional customer service.
MERCHANDISE ASSOCIATE
TJX COMPANY
05.2013 - 02.2014
- Delivered a highly satisfied customer experience demonstrated by engaging and interacting with all customers, embodied customer experience principals and philosophy, and maintained a clean and organized store environment.
- Adhered to all operational, merchandise, and loss prevention standards.
- Cross-trained to work in multiple areas of the store in order to support the needs of the business.
Education
HIGH SCHOOL DIPLOMA -
VETERANS MEMORIAL HIGH SCHOOL
Mission, TX01.2009
Skills
- Leadership skills
- Communication skills
- Critical Thinking skills
- Writing Skills
- Team player
- Administrative
- Bilingual
- Call center experience
- Complaint handling
- De-escalation techniques
- Problem-solving abilities
- Multitasking Abilities
Timeline
Customer Service Escalations Specialist
Contact Point 360
04.2023 - Current
Cashier
Total Wine & More
08.2022 - 04.2023
ASSISTANT MANAGER
TJX COMPANY
12.2020 - 03.2022
STOCKROOM SUPERVISOR
TJX COMPANY
08.2019 - 12.2020
KEY CARRIER
TJX COMPANY
08.2017 - 12.2020
CUSTOMER EXPERIENCE COORDINATOR
TJX COMPANY
06.2017 - 08.2017
MERCHANDISE COORDINATOR
TJX COMPANY
02.2014 - 06.2017
MERCHANDISE ASSOCIATE
TJX COMPANY
05.2013 - 02.2014
HIGH SCHOOL DIPLOMA -
VETERANS MEMORIAL HIGH SCHOOL
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