Felia Sotelo
Twin Lakes,WI
Summary
Dynamic customer service professional with a proven track record at Dollar Tree, Bealls department store and as a certified nursing assistant excelling in problem-solving and communication. Recognized for enhancing customer satisfaction through empathetic interactions and efficient transaction processing. Adept at utilizing point-of-sale systems to streamline operations while fostering team collaboration to achieve sales goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Dollar Tree
05.2025 - Current
- Assisted customers with inquiries, ensuring a positive shopping experience.
- Processed transactions efficiently, maintaining accuracy in cash handling.
- Resolved customer complaints swiftly, enhancing satisfaction and loyalty.
- Collaborated with team members to restock merchandise and maintain store organization.
- Utilized point-of-sale systems to manage sales and inventory effectively.
Certified Nursing Assistant
Floresville Nursing Home and Rehabilitation
05.2011 - 12.2021
- Assisted residents with daily living activities, enhancing comfort and dignity.
- Monitored vital signs, ensuring prompt reporting of changes to nursing staff.
- Collaborated with interdisciplinary teams to develop personalized care plans for residents.
- Educated patients on health management, promoting wellness and independence.
- Implemented infection control protocols, maintaining a safe environment for residents and staff.
- Trained new staff on best practices in patient care and facility policies.
- Led initiatives to improve resident engagement through recreational activities and programs.
- Documented patient progress accurately in electronic health records, ensuring compliance with regulatory standards.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Facilitated smoother transitions between medical appointments by organizing transportation arrangements for patients.
- Conducted patient education on health maintenance and disease prevention, empowering individuals to take charge of their health.
- Maintained clean and safe environment, reducing risk of infections and promoting health.
- Enhanced team productivity by participating in training sessions and sharing knowledge with colleagues.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Assisted in rehabilitation of patients, facilitating quicker recovery with exercise and mobility support.
- Coordinated with external healthcare providers, ensuring comprehensive care by sharing patient information and updates.
- Facilitated smooth transitions for patients from hospital to home care, ensuring continuity of care.
- Improved patient satisfaction with empathetic listening and addressing concerns promptly.
- Collaborated with healthcare teams to develop individualized care plans, enhancing patient outcomes.
- Increased patient engagement by organizing recreational and therapeutic activities.
- Documented patient conditions and care provided, ensuring accurate health records for informed medical decisions.
Sales Associate/customer Service
Bealls Dept Store
08.2005 - 01.2011
- Provided exceptional customer service, resolving inquiries and enhancing customer satisfaction.
- Developed comprehensive product knowledge to assist customers in making informed purchasing decisions.
- Collaborated with team members to achieve sales targets and maintain store presentation standards.
- Processed transactions accurately using point-of-sale systems, ensuring efficient checkout experiences.
- Trained new associates on store policies, procedures, and effective sales techniques.
- Assisted in inventory management, including restocking shelves and conducting stock audits.
- Implemented promotional displays to enhance product visibility and drive sales growth.
- Analyzed customer feedback to identify areas for improvement in service delivery and product offerings.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
Education
High School Diploma -
Floresville High School
Floresville, TX05.1999
Skills
- Communication: Clearly and effectively conveying information, actively listening to customers, and ensuring understanding
- Empathy: Understanding and sharing the customer's feelings and perspective, showing genuine care and concern
- Problem Solving: Identifying and resolving customer issues efficiently and effectively This includes being resourceful and creative in finding solutions
- Patience: Remaining calm and composed when dealing with frustrated or confused customers
- Active Listening: Paying close attention to what the customer says, asking clarifying questions, and confirming understanding
- Product Knowledge: Thorough understanding of the company's products or services to provide accurate information and solutions
- Adaptability: Adjusting communication style and approach based on the customer's personality and needs
- Attentiveness: Being focused and present during interactions, paying attention to detail, and taking notes when necessary
- Time Management: Managing time effectively to provide prompt responses and resolve issues in a timely manner
- Emotional Intelligence: Understanding and managing emotions, both your own and the customer's, to create a positive interaction
- Positive Language: Using language that focuses on solutions and positive outcomes
- Conflict Resolution: Addressing customer complaints and difficult situations in a calm and constructive manner
- Collaboration: Working effectively with colleagues to address customer needs and ensure a seamless experience
- Technical Knowledge (where applicable):Understanding and troubleshooting technical issues related to products or services
Timeline
Customer Service Representative
Dollar Tree
05.2025 - Current
Certified Nursing Assistant
Floresville Nursing Home and Rehabilitation
05.2011 - 12.2021
Sales Associate/customer Service
Bealls Dept Store
08.2005 - 01.2011
High School Diploma -
Floresville High School
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