Felipe Jaramillo-Cervantes
Everett
Summary
Experienced with managing customer inquiries and resolving issues efficiently. Utilizes strong communication skills to ensure customer satisfaction and foster positive relationships. Track record of problem-solving and adapting to dynamic customer needs.
Overview
6
6
years of professional experience
Work History
Customer Care Agent
Zumiez
Lynwood
11.2024 - Current
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction.
- Assisted in training new team members on customer service protocols and system navigation.
- Managed returns and exchanges efficiently, ensuring compliance with company policies.
- Collaborated with inventory management to maintain accurate stock levels for seamless operations.
- Provided product knowledge support, helping customers make informed purchasing decisions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
Trainer/Team Lead
Panera Bread
Bothell
06.2022 - 06.2024
- Managed customer relations through communication and helpful interactions.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Created promotional materials to advertise products and services.
- Prioritized helping customers over completing other routine tasks in store.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Trained other employees in customer service, food safety and performance requirements.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety and customer service.
- Maintained current knowledge of all team position requirements.
- Trained and mentored 6 new personnel hired to fulfill various roles
Front Desk Receptionist
YMCA
Mill Creek, WA
06.2022 - 08.2022
- Scheduled, coordinated and confirmed appointments and meetings.
- Collected payments, processed transactions and updated relevant records.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Managed over 30+ customer calls per day
Dishwasher
Kafe Neo
Mill Creek
01.2020 - 03.2021
- Sorted and rinsed dirty dishes, glasses and utensils prior to washing.
- Inspected dishwashing equipment and reported issues to supervisor.
- Followed supervisor instructions to complete tasks on time.
- Stepped into additional roles during busy times to boost coverage of important stations.
- Troubleshot equipment malfunctions and completed minor repairs to keep equipment functioning.
- Adjusted water to correct temperature for optimum cleaning, rinsing and sanitizing.
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
Education
No Degree - Buisness
Cascadia Community College
Bothell, WA06-2025
High School Diploma -
Henry M. Jackson High School
Mill Creek, WA06-2023
Skills
- Call center experience
- Payment processing
- Complaint handling
- Virtual assistance
- Escalation management
- First call resolution
- Product knowledge
- Public speaking
- Creative problem solving
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Agent
Zumiez
11.2024 - Current
Trainer/Team Lead
Panera Bread
06.2022 - 06.2024
Front Desk Receptionist
YMCA
06.2022 - 08.2022
Dishwasher
Kafe Neo
01.2020 - 03.2021
High School Diploma -
Henry M. Jackson High School
No Degree - Buisness
Cascadia Community College