Ernesto Torres
Jersey City,NJ
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Synergy
11.2023 - Current
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Sales Associate
GNC Live Well
Jersey City, NJ
07.2019 - 02.2020
- Assisted customers with product selection, sizing and styling.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Used technology resources to assist customers in locating and selecting items.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Prepared merchandise for purchase or rental.
- Assessed customer needs to provide assistance and information on product features.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Received and displayed product shipments on store retail shelves upon delivery.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Engaged customers in friendly, professional dialogue to determine needs.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Helped customers find specific products, answered questions, and offered product advice.
- Collected payments and provided accurate change.
- Provided accurate information about products, prices and services.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Maintained cleanliness of store environment including floors, windows, displays.
- Organized stockroom shelves according to size, color or style.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Understood and followed oral and written directions.
Lead Sales Associate & Sales Associate Team Lead
Old Navy
Jersey City, NJ
05.2018 - 09.2019
- Provided leadership and direction to motivate department associates.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Greeted customers and provided product information.
- Maintained neatness and cleanliness throughout the store environment.
- Participated in regular staff meetings to discuss ideas for promotions or special events.
- Organized sales floor to keep products and displays presentable and in sellable condition.
- Processed payments and returned receipts, cash, coin and cards to customers.
- Scanned and bagged items and operated cash register to check out store patrons.
- Collaborated with other departments within the organization to ensure efficient workflow processes.
Lead Sales Associate
Macy's Department Store
Jersey City, NJ
03.2014 - 10.2017
- Provided leadership and direction to motivate department associates.
- Planned and implemented lessons using various teaching strategies to meet diverse student needs.
- Responded promptly to any customer requests or complaints regarding medication delivery services.
- Updated [Type] system with order specifics and customer details, preferences and billing information.
- Strengthened customer retention by offering discount options.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
ASCAP Licensing - Master License & Print Rights License
Online
Online08-2017
High School Diploma -
Hudson County School of Technology
Jersey City, NJ06-2014
Some College (No Degree) - Computer Graphics/ Graphic Arts
Hudson County Community College
Jersey City, NJSkills
- Product Knowledge
- Critical Thinking
- CRM Software
- Microsoft Excel
- Customer Service
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- Microsoft Outlook
- Help Desk Support
- Online Chat Support
- Microsoft Windows and Office
- Active Listening
- Attention to Detail
- Master License & Print Rights License Certified
- Time Management
- Computer Skills
- Troubleshooting
- Microsoft Word
- Remote Office Availability
- Payment Processing
- Excellent Communication Skills
- Problem-Solving
- Teamwork and Collaboration
- Problem-Solving Skills
- Multi-Tasking Strength
- Verbal/Written Communication
- Conflict Resolution
- Client Service
- Reading Comprehension Skills
- Money Handling
- Meeting Deadlines
- Exceptional Customer Service
- Store Opening and Closing
- Listening Skills
- Skilled in Microsoft
- Skilled in Apple Offices
- Telephone Etiquette
- Goal Setting
- Multitasking
Timeline
Customer Service Representative
Synergy
11.2023 - Current
Sales Associate
GNC Live Well
07.2019 - 02.2020
Lead Sales Associate & Sales Associate Team Lead
Old Navy
05.2018 - 09.2019
Lead Sales Associate
Macy's Department Store
03.2014 - 10.2017
ASCAP Licensing - Master License & Print Rights License
Online
High School Diploma -
Hudson County School of Technology
Some College (No Degree) - Computer Graphics/ Graphic Arts
Hudson County Community College
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