Summary
Overview
Work History
Education
Skills
Timeline
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Gloria Maldonado

Mission,TX

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Personable and dedicated Customer Service Representative with extensive experience in 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.

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

ROI
Fork, UT
09.2020 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • 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.
  • Answered inbound calls, chats and emails to facilitate customer service.

Costumer Service

Dollar Tree
Alton, Texas
03.2018 - 09.2022
  • Understood and followed oral and written directions.
  • Planned and completed group projects, working smoothly with others.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Costumer Service

Senture
McAllen, TX
01.2020 - 02.2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Planned and completed group projects, working smoothly with others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Recognized by management for providing exceptional customer service.
  • Collaborated with others to discuss new opportunities.
  • Delivered products to customer locations on time.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Answered 50 calls per shift to assist with customer questions and concerns.
  • Maximized passenger satisfaction by maintaining vehicles in safe and clean operating condition.

Cashier

Villa Del Mar
Alton, TX
01.2011 - 05.2020
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Ensured compliance with all safety regulations within the store environment.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Identified discrepancies between actual count and register balance; made corrections accordingly.

Cashier

Dollar General Market
Alton, Texas
01.2018 - 01.2019
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Ensured compliance with all safety regulations within the store environment.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.

Education

Diploma -

South West School
McAllen, TX
10-2015

High School Diploma -

Mission High School
Mission, TX
05-2012

Skills

  • Call Management
  • Appointment Scheduling
  • Account Updating
  • Consultative Sales
  • Scheduling
  • Paperwork Processing
  • Product Knowledge
  • Data Collection
  • Information Security
  • Data Entry
  • Complaint Resolution
  • Report Generation
  • Inbound and Outbound Calling
  • Receiving Support
  • Positive and Professional
  • Quality Assurance Controls
  • Client Relations
  • Business Development Understanding
  • Delivery Scheduling
  • Active Listening
  • Document Control
  • Adaptive Team Player
  • Sales Expertise
  • Calendaring
  • Escalation Management
  • Computer Proficiency
  • Conflict Resolution
  • Warranty Service

Timeline

Customer Service Representative

ROI
09.2020 - Current

Costumer Service

Senture
01.2020 - 02.2021

Costumer Service

Dollar Tree
03.2018 - 09.2022

Cashier

Dollar General Market
01.2018 - 01.2019

Cashier

Villa Del Mar
01.2011 - 05.2020

Diploma -

South West School

High School Diploma -

Mission High School

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Gloria Maldonado