Summary
Overview
Work History
Skills
Timeline
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Franke Rojas

Glendale,AZ

Summary

Dynamic leader with a proven track record at Goodwill, enhancing customer satisfaction and team productivity through exceptional problem-solving and interpersonal communication skills. Excelled in streamlining processes and mentoring staff, achieving a significant reduction in customer complaints. Skilled in Microsoft Office and adept at fostering strong customer and team relationships.

Overview

13
13
years of professional experience

Work History

Customer Service Manager

Goodwill
09.2021 - 04.2025
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Researched and corrected customer concerns to promote company loyalty.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Kept accurate records to document customer service actions and discussions.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Created and reviewed invoices to confirm accuracy.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Cashier

Pizza Patrón
01.2012 - 01.2013
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Facilitated smoother checkout process, trained new employees on POS systems.
  • Facilitated positive shopping experience, greeted customers warmly upon entry.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
  • Enhanced shopping experience, provided product information and location assistance.
  • Improved store atmosphere with thorough and prompt cleaning of checkout area.
  • Increased sales of promotional items by informing customers about current offers.
  • Enhanced customer service experience by efficiently processing purchases and returns.
  • Improved efficiency, organized checkout area for optimal workflow.
  • Supported marketing initiatives by setting up and maintaining promotional displays.
  • Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
  • Assisted in inventory management, contributing to reduction in stock discrepancies.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.

Style Apparel Team Member

Target
04.2024 - 01.2025
  • Operated cash register to process customer transactions.
  • Maintained a clean and organized store environment, ensuring an enjoyable shopping experience for customers.
  • Boosted sales performance by effectively cross-selling and up-selling various apparel products.
  • Processed transactions accurately, contributing to the overall efficiency of the store operations.
  • Supported online order fulfillment by processing orders accurately and promptly shipping items out to customers'' homes or nearby stores for pick-up services.
  • Ensured a seamless transition between seasonal trends and new product arrivals by assisting in the timely rotation and reorganization of stock displays.
  • Handled customer inquiries with professionalism and knowledge, resolving issues efficiently and effectively.
  • Managed store cleanliness standards during opening or closing shifts, ensuring a welcoming environment for customers at all times.
  • Provided expert fitting room assistance, helping customers find the perfect apparel items for their needs.
  • Participated in staff training sessions to enhance team skills and knowledge, leading to improved overall performance.
  • Achieved high levels of customer satisfaction by addressing concerns empathetically while offering solutions tailored towards individual needs.

Warehouse Packaging Team Member

Del Monte Foods
01.2018 - 01.2019
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Learned all required tasks quickly to maximize performance.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Contributed to team success by completing jobs quickly and accurately.
  • Developed strong cooperative relationships with coworkers and managers.
  • Maintained productive, efficient approach to all tasks.
  • Operated register to process payments and collect cash payment for order totals.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Addressed and resolved customer complaints in polite and professional manner.
  • Assisted with inventory counts and stocking of merchandise.
  • Assisted customers in selecting merchandise best suited to needs.
  • Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management
  • Training and mentoring
  • Decision-making
  • Cash handling
  • Exceptional interpersonal communication
  • Team building and leadership
  • Effective workflow management
  • Exceptional telephone etiquette
  • Relationship building
  • Staff training
  • Training and coaching
  • Employee scheduling
  • New hire training
  • Staff education and training
  • Policy enforcement
  • Sales promotion
  • Shipping, receiving, and warehousing
  • Research and due diligence
  • Report preparation
  • Loss prevention
  • Audit support
  • Team building

Timeline

Style Apparel Team Member

Target
04.2024 - 01.2025

Customer Service Manager

Goodwill
09.2021 - 04.2025

Warehouse Packaging Team Member

Del Monte Foods
01.2018 - 01.2019

Cashier

Pizza Patrón
01.2012 - 01.2013

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Franke Rojas