Elisa Farias-Villanueva
San Antonio,TX
Summary
Dynamic customer service professional with a proven track record at Universal Toyota, excelling in high-volume call management and appointment scheduling. Skilled in floral design and up-selling techniques, I leverage empathy and patience to enhance customer satisfaction, consistently delivering tailored solutions that exceed expectations.
Overview
27
27
years of professional experience
Work History
Phone Operator
Universal Toyota
San Antonio, TX
07.2021 - Current
- Managed high-volume incoming calls to ensure customer satisfaction and timely resolution of inquiries.
- Utilized call management systems to track and document customer interactions efficiently.
- Trained new staff on communication protocols and system navigation for optimal performance
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Addressed customer inquiries promptly, resulting in increased efficiency of overall call management process.
- Assisted customers with scheduling appointments, confirming details, and making necessary adjustments.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Received incoming calls and paged individuals and departments over PA system.
Customer Service Representative/Floral Designer
HEB Grocery Store
San Antonio, TX
05.1998 - 07.2021
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Designed custom floral arrangements for diverse events, ensuring client satisfaction and artistic expression.
- Managed inventory of flowers and supplies, optimizing stock levels to minimize waste and costs.
- Developed seasonal product lines, incorporating trends to increase customer engagement and sales opportunities.
- Collaborated with event planners to create cohesive floral themes that complemented overall event aesthetics.
- Enhanced customer satisfaction by creating visually appealing and unique floral designs tailored to individual preferences.
- Maintained a clean and organized work environment, adhering to safety standards and minimizing potential hazards for staff and customers.
- Adapted quickly to changing trends in the floral industry, acquiring new skills as needed to effectively serve diverse client needs.
- Collaborated closely with customers to create unique designs for bouquets, wreaths, and gifts.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Consistently met tight deadlines for large-scale orders, coordinating logistics to ensure timely delivery and installation of arrangements.
- Designed custom sympathy arrangements that provided comfort during difficult times while reflecting the personality of the deceased loved one.
- Prepared potted plants and bouquets based on customer requirements.
- Designed sympathy arrangements with sensitivity and care, providing comfort during clients' difficult times.
- Assisted customers in selecting flowers and accessories, tailoring orders to fit budget and occasion.
- Worked closely with clients to understand their needs and design flower arrangements that perfectly match their vision.
- Possess in-depth knowledge of various types of flowers and their seasonal availability.
- Drove customer satisfaction by providing recommendations for greenery and flower pairings.
Education
Highlands High School
San Antonio, TX05-1999
Skills
- Data entry
- Telephone etiquette
- Empathy and patience
- Appointment scheduling
- Up-selling techniques
- Floral design
Languages
Spanish
Limited Working
Timeline
Phone Operator
Universal Toyota
07.2021 - Current
Customer Service Representative/Floral Designer
HEB Grocery Store
05.1998 - 07.2021
Highlands High School