Evelyn SEPULVEDA-HORTON
Wallkill
Summary
Dynamic Customer Service Coordinator at Banfield Animal Hospital, recognized for enhancing client satisfaction through effective communication and problem resolution. Bilingual in Spanish, I excel in multitasking and training staff, driving operational efficiency and fostering strong client relationships. Proven ability to streamline processes, resulting in improved service delivery and customer loyalty.
Professional with strong track record in customer service and coordination. Skilled in handling customer inquiries efficiently, resolving issues, and ensuring satisfaction. Focused on teamwork and delivering results, adaptable to changing needs. Proficient in communication, problem-solving, and multitasking, with positive attitude and reliability that fosters trust.
Overview
21
21
years of professional experience
Work History
Customer Service Coordinator
Banfield Animal Hospital
07.2020 - Current
- Managed client appointment coordination to enhance scheduling efficiency and streamline workflow.
- Facilitated client inquiries by delivering precise information regarding services and procedures.
- Oversaw patient record management utilizing veterinary software systems to ensure data integrity.
- Facilitated inventory management processes, ensuring availability of essential supplies.
- Facilitated training sessions for new employees on customer service protocols and operational procedures.
- Partnered with veterinary teams to elevate client experience and satisfaction.
- Analyzed workflow efficiencies to identify and implement process improvements within clinic operations.
- Streamlined order processing and optimized shipping and delivery schedules to enhance product delivery efficiency.
- Facilitated daily interactions with high volumes of customers, ensuring a positive experience and commitment to customer satisfaction.
- Oversaw high call volumes with exceptional professionalism, ensuring efficient customer service delivery.
- Cultivated strong relationships with key clients to enhance loyalty and drive repeat business.
- Utilized extensive product knowledge to guide customers in exploring available options.
- Clarified charge fees and terms of sales and service agreements to numerous customers daily.
- Led company-wide initiatives to enhance overall customer experience.
- Oversaw maintenance of accurate and up-to-date customer account data through manual forms processing and digital information updates.
- Facilitated the creation of training materials to enhance onboarding efficiency and accelerate new hire productivity.
- Elevated customer satisfaction by promptly addressing and resolving complaints.
- Acknowledged by management for exceptional performance as customer service coordinator during annual performance evaluations throughout tenure at company.
- Oversaw meticulous record-keeping of customer interactions to enhance service quality.
- Assisted customers by actively listening to their concerns. Addressed issues promptly and referred significant matters to supervisor for resolution.
- Managed customer issues by overseeing resolution processes from initiation to completion.
- Executed client request follow-ups to ensure timely problem resolution.
- Informed customers about billing payment processing and support policies and procedures.
- Cultivated strong client relationships, establishing a reputation for surpassing service standards.
- Facilitated collaboration among staff members to elevate customer service experience and surpass team objectives.
- Oversaw prompt and efficient replacement of damaged or missing products.
- Analyzed and rectified discrepancies and errors in customer accounts.
- Facilitated cross-training initiatives and delivered backup support for organizational leadership.
- Oversaw cash drawer operations across multiple checkout stations to ensure accuracy and efficiency.
- Ensured cleanliness and organization of checkout areas by mopping floors, emptying trash cans, and sanitizing surfaces.
- Schedule surgery, pre and post surgery information, discuss cost for procedure ,collect monetary prior and work closely with client .
Store Manager
Lane Bryant
09.2009 - 08.2020
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored staff, enhancing team performance and customer service skills.
- Implemented inventory management techniques, reducing shrinkage and optimizing stock levels.
- Analyzed sales data to identify trends, driving strategic merchandising decisions.
- Developed promotional strategies to boost foot traffic and enhance customer engagement.
- Managed payroll and scheduling, improving labor cost efficiency while meeting staffing needs.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Approved regular payroll submissions for employees.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Coordinated in-store events to increase foot traffic, partnering with local businesses and community organizations for mutual benefit.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant Manager
Walmart
01.2005 - 11.2005
- Assisted in managing daily store operations, ensuring adherence to company policies.
- Coordinated with department managers to optimize inventory management practices.
- Trained new associates on customer service standards and operational procedures.
- Analyzed sales data to identify trends and improve product placement strategies.
- Worked with vendors for product management and sells.
- Coordinated with Risk control for safety, ran weekly meetings.
- Oversaw inventory control team to improve sales and shrinkage.
- Implemented process improvements to enhance team productivity and efficiency.
- Led team meetings to communicate goals, provide updates, and address concerns.
- Developed scheduling plans to ensure adequate staffing during peak hours.
- Oversaw compliance with safety regulations and maintained a clean store environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Oversaw daily operations to maintain store cleanliness and organization.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Associate of Science - Science
OCCC
Middletown, NYHigh School Diploma - Science
NFA
Newburgh, NY2000
Skills
Bilingual in Spanish
Multi Tasking
Fast learner
Highly Dependable
Timeline
Customer Service Coordinator
Banfield Animal Hospital
07.2020 - Current
Store Manager
Lane Bryant
09.2009 - 08.2020
Assistant Manager
Walmart
01.2005 - 11.2005
Associate of Science - Science
OCCC
High School Diploma - Science
NFA