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
3150 SW Military Dr. 78224
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
12349 I-35 San Antonio, TX 78233
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
12349 I-35, San Antonio, TX 78233
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
12349 I-35, San Antonio, TX 78233
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, TX05.1994
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