Elizabeth Hinojosa
Brownsville,TX
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Hey-Vee Inc.
05.2023 - 09.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Office Manager
Dollar Fresh
04.2021 - 05.2023
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Evaluated employee records and productivity and submitted evaluation reports.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
Center Manager
Check Into Cash
12.2020 - 04.2021
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Managed work and performance of more than 1 employees.
- Processed payroll for over 1 employees as part of sound human resources and financial management strategies.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Store Manager
Country Partners Cooperative
09.2013 - 04.2020
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Developed and implemented successful staff incentive programs to motivate employees.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Education
No Degree - Medical Office Specialist
South Texas Vo-Tech
Brownsville,TX07.2004
Skills
- Sales Expertise
- Exceptional Telephone Etiquette
- Staff Training
- Customer Service
- Effective Workflow Management
- Conflict Resolution Techniques
- Interdepartmental Collaboration
- Staff Management
- Process Improvement
- Client Relations and Retention
- Cash Handling
- Personnel Training and Development
- Time Management
- Employee Scheduling
- Quality Assurance Controls
- Turnover Minimization
- Work Prioritization
- Microsoft Excel
- Coordinating Service Initiatives
- Training Programs
- Industry Trends
- New Hire Training
- Skilled Trainer
- Account Authorizations
- Account Updates
- Conflict Management
- Continuous Improvements
- Budgeting and Reporting
- Exceptional Interpersonal Communication
- Performance Tracking and Evaluations
- Retail Platforms
- High Customer Service Standards Adherence
- Administrative Support
- Talent Allocation
- Logistics Policies and Procedures
- Leading Team Meetings
- Positive and Constructive Feedback
- Coaching and Training
- Negotiation Expert
- Verbal and Written Communication
- Issue Resolution
- Billing and Filing
- Customer Relationship Management (CRM) Software
- Policy Enforcement
- Customer Relations
- Account Resolutions
- Onsite Visits
- Job Assignments
- Negotiation and Conflict Resolution
- Administration and Reporting
- Vendor Contracts
- Increasing Savings
- Customer Experience Management
- Cash Register Operations
- Creative Solutions
- Employee Coaching and Mentoring
- Job and Task Observation
- Managing Operations and Efficiency
- Plan Projects
- Clerical Support
- Leadership
- Warehousing
Languages
Spanish
Professional Working
Timeline
Customer Service Manager
Hey-Vee Inc.
05.2023 - 09.2023
Office Manager
Dollar Fresh
04.2021 - 05.2023
Center Manager
Check Into Cash
12.2020 - 04.2021
Store Manager
Country Partners Cooperative
09.2013 - 04.2020
No Degree - Medical Office Specialist
South Texas Vo-Tech
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