Edith Ortega
Los Angeles,California
Summary
Results-driven Customer Service Team Leader recognized for high productivity and efficient task completion. Skilled in conflict resolution, customer relationship management, and team motivation. Excel in communication, empathy, and problem-solving to enhance team performance and customer satisfaction. Prioritize clear objectives and actionable feedback to drive continuous improvement within service teams.
Overview
28
28
years of professional experience
Work History
Guest Service Team Lead
Living Spaces Furniture Furniture
La Mirada , Ca
08.2018 - Current
- Provided coaching and guidance to call center team members on customer service skills.
- Developed and implemented processes for customer service operations.
- Resolved escalated customer inquiries in a timely manner.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Implemented strategies to reduce wait times and improve agent productivity.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Tracked daily sales performance against established targets.
- Identified opportunities for process improvements within the call center department.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Resolved escalated customer issues, ensuring customer satisfaction and loyalty.
- Maintained up-to-date knowledge of industry trends and developments to improve call center operations.
Guest Service Representative
Living Spaces Furniture Furniture
La Mirada, CA
12.2016 - 07.2018
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Mattress Sales Associate
Sears Roebuck
Los Angeles , California
04.2014 - 12.2016
- Demonstrated knowledge of mattress features and benefits to customers.
- Developed relationships with customers by providing personalized solutions for their needs.
- Organized display areas to attractively showcase products.
- Ensured pricing accuracy throughout the store by monitoring price tags, signs and merchandise displays.
- Performed regular inventory checks to ensure stock availability for customers' orders.
Customer Service Lead
Sears Roebuck
Los Angeles , California
08.1998 - 04.2014
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Directed customer service staff activities, including training, coaching and performance management.
- Supervised a team of 10 warehouse associates, providing guidance and support to ensure efficient workflow.
- Monitored incoming shipments for quality assurance purposes and organized storage areas accordingly.
- Resolved any customer service issues related to orders picked up from the warehouse.
- Managed daily cashier operations, including training and scheduling of staff.
- Supervised cashiers to ensure accuracy in all transactions.
- Developed strategies for improving customer service standards and increasing efficiency.
- Provided assistance to co-workers when needed or requested by management.
- Ordered supplies for cashiers when necessary.
- Updated inventory records on a regular basis using POS systems.
- Trained and supervised a team of up to 10 apparel associates on product knowledge, customer service, and sales techniques.
- Monitored stock levels and ordered new inventory when needed.
- Developed processes and procedures to streamline operations in the apparel department.
- Collaborated with other departments to plan special events such as trunk shows or fashion shows.
- Managed all areas of the store's visual presentation; ensured that mannequins, fixtures, signage and floor layouts were properly displayed at all times.
- Organized weekly staff meetings to discuss goals, objectives, performance metrics.
Apparel Associate
Sears & Roebuck
Los Angeles, CA
08.1996 - 08.1998
- Performed daily inventory checks to ensure accurate product counts.
- Sorted, folded, and organized merchandise on the sales floor for optimal customer access.
- Stocked shelves with newly arrived merchandise according to store guidelines.
Education
High School Diploma -
James A Garfield High School
Los Angeles, CA06-1997
Skills
- Timely complaint resolution
- Communication
- Delegation and Supervision
- Multitasking proficiency
- Client Relationship Management
- Customer Service
- Complaint Handling
- Relationship Building
- Guest Services Agent training
- Guest communication
- Decision-making capabilities
- Information tracking
- Coaching and Mentoring
- Policy Enforcement
- Operational Efficiency
- Claim processing
- Train employees
Languages
Spanish
Professional
Affiliations
- Assisted in adding content to Living Spaces Decision tree.
- Part of the Buddy Program
References
References available upon request.
Timeline
Guest Service Team Lead
Living Spaces Furniture Furniture
08.2018 - Current
Guest Service Representative
Living Spaces Furniture Furniture
12.2016 - 07.2018
Mattress Sales Associate
Sears Roebuck
04.2014 - 12.2016
Customer Service Lead
Sears Roebuck
08.1998 - 04.2014
Apparel Associate
Sears & Roebuck
08.1996 - 08.1998
High School Diploma -
James A Garfield High School
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