Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gilda Ferrer

Corpus Christi,TX

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

21
21
years of professional experience

Work History

Frontline Member Associate

Sam's Club
02.2003 - 02.2016
  • Resolved concerns with products or services to help with retention and drive sales.
  • Offered basic technical support for clients on wide range of company products.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Managed customer relations through communication and helpful interactions.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Trained staff on operating procedures and company services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and team productivity by promoting operational best practices.

Fresh Foods Supervisor

Sams Club
02.2016 - 07.2020
  • Reviewed inventory levels and placed orders for products and merchandise for restocking purposes.
  • Delegated tasks and duties to grocery staff and clearly communicated timeframes for completion.
  • Engaged customers and provided very high level of service and support, helping find desired products and items.
  • Strengthened profits by reducing waste, controlling shrinkage, and increasing team efficiency with optimized workflows.
  • Boosted grocery sales with top-notch merchandising abilities and expertise in implementing effective promotions.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Customer Service Representative

Sams Club
02.2020 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Auditor

Sam's Club
02.2016 - Current
  • Followed established auditing processes to meet internal and regulatory requirements.
  • Analyzed data and findings to prepare reports detailing financial information.
  • Communicated with auditee staff to obtain necessary information for audits.
  • Performed observations and evaluated supporting documents to supplement audit findings.
  • Planned audits and audit activities to allocate necessary resources and determine consistency of plans with audit objectives.
  • Interpreted state and federal laws, accepted auditing principles and procedures and program standards to audited materials and data to detect non-compliance and facilitate recommendations.
  • Prepared working papers, reports and supporting documentation for audit findings.
  • Trained new employees on accounting principles and company procedures.

Education

High School Diploma -

South West
San Antonio, TX
05.1994

Skills

  • Data Collection
  • Audit Coordination
  • Account Updating
  • Report Generation
  • Appointment Scheduling
  • Product Knowledge
  • Scheduling
  • Staff Education and Training
  • Sales Expertise
  • Customer Service
  • Credit Adjustments

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Sams Club
02.2020 - Current

Fresh Foods Supervisor

Sams Club
02.2016 - 07.2020

Auditor

Sam's Club
02.2016 - Current

Frontline Member Associate

Sam's Club
02.2003 - 02.2016

High School Diploma -

South West

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Gilda Ferrer