Summary
Overview
Work History
Education
Skills
Timeline
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Erika Ramirez

Bethlehem,GA

Summary

Dynamic professional with a strong background in customer interactions. Responsible and reliable with a specialized knowledge in customer service, production process, management, communication and leadership. Highly skilled in conflict resolution and problem-solving. An effective team collaborator, adaptable to changing needs, and consistently focused on achieving results.

Overview

8
8
years of professional experience

Work History

Customer Service & Retail Sales Associate

Lowes
11.2017 - 06.2019
  • Helped a large volume of customers every day with enthusiasm and focused on customer satisfaction
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy
  • Maintained a safe and productive environment by staying up to date with store safety protocols
  • Improved customer experience by maintaining high level of product knowledge and sharing it effectively
  • Reduced wait times by efficiently directing calls to appropriate departments for faster resolution
  • Collaborated with team members to ensure seamless customer support
  • Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours
  • Made returns, exchanges and refunds in accordance with store policy
  • Rotated stock and restocked shelves to maintain product availability and store appearance


Sales Manager

Cricket Wireless
05.2015 - 09.2017
  • Supervised a team of several associates while managing daily operations of the store; Included open/close store procedures
  • Provided and reinforced Cricket's exceptional customer service experience
  • Monitored the performance of each team member by conducting a monthly touch base, coaching in the moment as well as executed disciplinary actions in the form of a write up
  • Reviewed operational records and reports to project sales and determine profitability
  • Met and exceeded area departmental goals through coaching and managing sales team
  • Increased sales revenue by developing and implementing strategic marketing plans for events and promotions.
  • Organized promotional events and interacted with community to increase sales volume.

Sales representative

Cricket Wireless
12.2013 - 05.2015
  • Greet and ascertain what each customer wants or needs
  • Conducted sales of cell phones and accessories to customers
  • Performed demonstrations to first time users of cell phones
  • Maintained records of monthly sales and ensured monthly targets are reached
  • Coordinated with cell phone companies with the release of their new products
  • Organized proper display of the cell phones in order to increase sales volume
  • Explain products or services and prices, and answer questions from customers
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
  • Performed daily tasks such as opening/ closing store, balancing drawers, daily deposits

Quality control shift lead

Case Mate
08.2012 - 06.2013
  • Perform visual inspections of finished products
  • Produce reports regarding nonconformance of products or processes, daily production quality, root cause analyses, or quality trends
  • Inspect cases visually for defects as outlined in the order
  • Identify quality problems or areas for improvement and recommend solutions
  • Stop production if serious product defects are present
  • Identify and implement best practices in work area
  • Contribute in management review meetings as required

Order Processing Agent

Vesta
08.2011 - 08.2012
  • Address and resolve customers product complaints empathetically and patiently via incoming calls
  • Gather and verify all required customer information for verification purposes
  • Document, research, and resolve customer service issues
  • Obtain customers' names, addresses, and billing information, product numbers, and specifications of items
  • Answer simple questions about clients' businesses, using reference files

Education

GED -

Gwinnett Technical College
Lawrenceville, GA

Skills

  • Fluent in Spanish
  • Sales and Marketing
  • Complex Problem Solving
  • Management of Personnel Resources
  • Customer Assistance
  • Retail Sales
  • Quality Control analysis
  • Active Listening
  • Critical Thinking
  • Time Management
  • Reliability and punctuality
  • Cash Register Operation
  • Phone Etiquette
  • Stock replenishment
  • Scheduling
  • Prioritization
  • Staff Training

Timeline

Customer Service & Retail Sales Associate

Lowes
11.2017 - 06.2019

Sales Manager

Cricket Wireless
05.2015 - 09.2017

Sales representative

Cricket Wireless
12.2013 - 05.2015

Quality control shift lead

Case Mate
08.2012 - 06.2013

Order Processing Agent

Vesta
08.2011 - 08.2012

GED -

Gwinnett Technical College

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Erika Ramirez