Gladys Velasquez
VISALIA,CA
Summary
Results-driven Customer Service Lead with 18 years of experience in delivering exceptional service and resolving complex issues. Skilled in critical thinking and effective communication, consistently exceeding performance goals while fostering strong client relationships.
Overview
21
21
years of professional experience
Work History
Customer Service Lead
Pregis LLC
Visalia, CA
07.2008 - Current
- Led team in delivering exceptional customer service and resolving complex inquiries.
- Coordinated cross-functional communication to ensure alignment on customer-focused initiatives.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Responded to customer requests for products, services, and company information.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Customer Service Representative
John Deere
San Marcos, CA
01.2005 - 07.2008
- Resolved customer inquiries through effective communication and problem-solving skills.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Associate of Arts - Liberal Arts And Sciences
California Sate University, Northridge
Northridge, CASkills
- Email etiquette
- Customer complaint resolution
- Account management
- Interdepartmental communication
- Customer service excellence
- Critical thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Lead
Pregis LLC
07.2008 - Current
Customer Service Representative
John Deere
01.2005 - 07.2008
Associate of Arts - Liberal Arts And Sciences
California Sate University, Northridge