Francisco Torres
Springville,UT
Summary
Organized and dependable candidate, successful at managing multiple priorities, with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills, eager to secure a Team Lead position. Ready to help the team achieve the company's goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously, with a high degree of accuracy. Proven leader and adept communicator, leveraged negotiation strategies and empathy at LifeWave to enhance customer satisfaction and resolve complaints efficiently. Skilled in client relationship management and problem-solving, consistently exceeded sales targets and improved team productivity, contributing to a positive and adaptive team environment. Consistently handled customers' issues, concerns, feedback, and shows valuable progression. Very adaptable in a high-pressure work environment, and shows focus on key goals and metrics, such as KPIs.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
LifeWave
Draper, UT
11.2023 - Current
- Effectively handled and resolved challenging customer issues while keeping a calm, friendly attitude.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Took special orders in person and over telephone, generating additional revenue every month.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries via phone, email, and chat.
- Promoted available products and services to customers during service, account management and order calls.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Excelled in exceeding daily credit card application goals.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Overnight Team Lead
Walmart
Orem, UT
01.2023 - 11.2025
- Analyzed key performance indicators to identify effective strategies.
- Scheduled staff shifts and assigned duties to ensure adequate coverage at all times.
- Maintained positive working relationship with fellow staff and management.
- Maintained inventory control systems for all products received or shipped out during shift.
- Completed paperwork accurately and timely according to established guidelines.
- Performed daily audits of equipment and facilities, ensuring proper maintenance is performed.
- Enforced safety rules among team members by conducting regular safety meetings.
- Trained new employees on safety protocols, job duties, and customer service standards.
- Analyzed data to identify trends or areas needing improvement.
- Coordinated with other teams to ensure smooth execution of tasks.
- Developed strategies to improve overall efficiency and effectiveness of operations.
- Evaluated employee performance against established goals and standards regularly.
- Provided leadership and guidance to overnight team members.
- Investigated discrepancies in reports or records related to the shift's activities.
- Audited company's legal documents to verify compliant policies and procedures.
- Set specific goals for projects to measure progress and evaluate end results.
- Identified opportunities for process improvements within the department and shift.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assisted in resolving customer complaints or issues quickly and efficiently.
- Reviewed logs for errors or inconsistencies before submitting them for review.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Monitored inventory levels and placed orders as needed to maintain adequate stock levels.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Participated in disciplinary action when necessary according to company policies and regulations.
- Monitored workflow, productivity, and customer service levels.
- Analyzed company's expenditures and developed financial models.
- Identified needs of customers promptly and efficiently.
- Implemented strategies to take advantage of new opportunities.
- Resolved conflicts between staff members or customers in a professional manner.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Assessed company operations for compliance with safety standards.
- Conducted regular performance reviews of staff and provided feedback as needed.
- Facilitated training sessions for new employees on company policies and procedures.
- Worked closely with human resources to support employee management and organizational planning.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Maintained open communication lines with staff members regarding changes in policy and procedures.
- Monitored operations and reviewed records and metrics to understand company performance.
- Determined consumer needs to provide products and services appealing to larger market.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
CSR, Sales
Atento Powered by GameStop
Pleasant Grove, UT
02.2022 - 01.2023
- Developed strong customer relationships to encourage repeat business.
- Analyzed sales space capacities based on system parameters, securing high stock availability.
- Generated sales leads through cold calling and outbound calls in order to increase revenue growth.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
- Maximized sales by keeping areas tidy, fully stocked and correctly priced.
- Analyzed customer feedbacks and surveys data in order to identify trends in customer preferences and interests.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Performed account maintenance duties such as updating customer information in CRM system.
- Assisted in developing marketing strategies for new product launches and promotions.
- Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
- Ensured compliance with applicable laws and regulations related to sales process.
- Processed orders accurately and efficiently according to established procedures and timelines.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Created detailed reports regarding sales performance metrics such as daily call volumes and average handle time.
- Responded promptly to all incoming sales inquiries from potential customers.
- Recognized security risks to properly handle situations.
- Provided customer service and technical support to customers via phone, email, live chat, and social media.
- Identified prospective clients by using business directories, following leads from existing clients, participating in organizations and clubs, attending trade shows and conferences.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Recruited, hired and trained new hires to optimize profitability.
- Listened to customer needs to identify and recommend best products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collaborated with other teams such as marketing department in order to coordinate brand awareness initiatives.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Greeted and assisted customers to foster positive experiences.
- Reset store displays for special events and seasonal merchandise changes.
- Developed and maintained relationships with existing customers in order to facilitate repeat business opportunities.
- Conducted price negotiations with customers while staying within company guidelines.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Replenished and arranged items to maintain appearance.
- Maintained up-to-date knowledge of company products and services in order to provide accurate information to customers.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Followed up with customers to ensure their satisfaction with products or services they received.
- Maintained records of customer interactions, transactions, comments and complaints.
- Identified customer needs by asking questions and advising on best solutions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Coordinated with logistics teams to ensure timely delivery of products to customers.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Operated register, handled cash and processed credit card transactions.
- Adhered strictly to company policies and procedures while handling customer queries and requests.
Education
High School Diploma -
Provo High School
Provo07-2021
Skills
- Complaint resolution
- Scheduling
- Account updating
- Prioritization
- Adaptive team player
- Product sales
- Complaint handling
- Grammar
- Negotiation strategies
- Shipping procedures
- Product promotion
- Conflict resolution
- Decision-making
- Punctuality and reliability
- Product education
- Team collaboration
- Research
- Problem-solving
- Empathy and patience
- Customer service
- Relationship building
- Documentation
- Customer consulting
- Shipping and receiving
- Simultaneous interpretation
- Consecutive interpretation
- Interpretation support
- Refund processing
- Workflow management
- Verbal and written communication
- Customer needs assessment
- Client relationship management
- Payment collection
Professional Demeanor
Time Management
Analytical Thinking
Written Communication
Relationship Building
Adaptability
Technical knowledge
Effective Communication
Problem-solving abilities
Attention to Detail
Active Listening
Team building
Affiliations
- Gym Everyday
- Soccer/Sports
- Hiking/Nature
- Cooking
- Social/ExtrpvertExtrovert
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Representative
LifeWave
11.2023 - Current
Overnight Team Lead
Walmart
01.2023 - 11.2025
CSR, Sales
Atento Powered by GameStop
02.2022 - 01.2023
High School Diploma -
Provo High School
Similar Profiles
Joyce MayombeJoyce Mayombe
Customer Service Representative at LifewaveCustomer Service Representative at Lifewave
Esther VermillionEsther Vermillion
Sales Manager and Product Consultant at Lifewave, Inc.Sales Manager and Product Consultant at Lifewave, Inc.
Tracy TylerTracy Tyler
Sales Executive at Self Employed LifeWaveSales Executive at Self Employed LifeWave
Aylen MezaAylen Meza
Medical Technician at Covington Senior LivingMedical Technician at Covington Senior Living
Amanda GrovesAmanda Groves
Nail Technician Instructor at Self-employeedNail Technician Instructor at Self-employeed