Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Gesela Lopez

Gesela Lopez

College Station,TX

Summary

Personable and dedicated worker with extensive 7 years of experience in the Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Driven, dedicated, and Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.

Overview

5
5
years of professional experience

Work History

Customer Service Acting Lead

HEB Grocery Store
League City, TX
03.2022 - Current
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Educated customers on special pricing opportunities and company offerings.
  • Troubleshot shortages and overages to support quality control efforts.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Customer Service Representative

U-Haul Corporate Office
Cypress, TX
07.2020 - 03.2022
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Set up and activated customer accounts.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Mentored new employees on procedures and policies to maximize team performance.

Assistant Store Manager

Cici's Pizza Buffet
Humble, TX
12.2018 - 06.2020
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.
  • Handled scheduling for store shifts to achieve adequate staffing.
  • Maintained inventory by checking merchandise to determine levels.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed inventory and sales records to prepare reports for management and budget departments.

Education

Some College (No Degree) - Psychology

Lone Star College System
Spring, TX
11.2018

High School Diploma -

Macarthur High School
Houston, TX
06.2017

Skills

  • Customer Service
  • Project Management
  • Conflict Mediation
  • Call Centers
  • Account Management
  • Problem Resolution
  • Good Communication Skills
  • Strategic Planning
  • Hiring and Training
  • Problem-Solving
  • Attention to Detail
  • Store Opening and Closing
  • Shift Scheduling
  • Cash Auditing
  • Google Drive
  • Retail Operations
  • Office Administration

Hobbies

  • Reading
  • Binge watcher
  • Board Game enthuses
  • Volunteering

Timeline

Customer Service Acting Lead

HEB Grocery Store
03.2022 - Current

Customer Service Representative

U-Haul Corporate Office
07.2020 - 03.2022

Assistant Store Manager

Cici's Pizza Buffet
12.2018 - 06.2020

Some College (No Degree) - Psychology

Lone Star College System

High School Diploma -

Macarthur High School

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Gesela Lopez