Grisell Hiraldo
Jersey City,NJ
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
17
17
years of professional experience
Work History
Customer Service Associate
The Home Depot Inc
01.2022 - 11.2024
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Suggested product solutions based on individual customer needs.
- Answered phone calls from customers promptly and courteously.
- Provided accurate quotes for requested products or services.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Addressed customer questions and concerns regarding products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Delivery Coordinator
The Home Depot Inc
03.2020 - 01.2022
- Prepared delivery loads for shipment by overseeing teams, checking containers, and coordinating pickups.
- Obtained product specifications along with delivery address, date and contact information.
- Consulted with customers about delivery and order preparation requests.
- Scheduled deliveries, monitored progress and communicated updates to customers.
- Safely loaded items into delivery vehicle to minimize damage while in transit.
- Maintained clean and orderly appearance while on shift.
Head Cashier
The Home Depot Inc
10.2015 - 03.2020
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising, and customer service.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Resolved escalated customer disputes with special actions such as discounts.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
Cashier
The Home Depot Inc
11.2013 - 10.2015
- Answered questions about store policies and addressed customer concerns.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
Spanish Sales Representative
Dish Network Corp
08.2011 - 03.2012
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Negotiated pricing contracts with customers to maximize profits.
- Attended industry events such as conferences, seminars.
- Adhered to established policies and procedures when handling customer accounts.
- Reviewed monthly performance against targets set by management team.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Recommended changes in products and services based on customer feedback.
- Developed key customer relationships to increase sales.
- Greeted customers to determine wants or needs.
Shift Supervisor
Kazy Food inc. (KFC)
12.2009 - 08.2011
- Provided on-the-job training to new staff members.
- Ensured all safety and sanitation regulations were met throughout the shift.
- Conducted weekly inventory of supplies, equipment, and food items.
- Monitored staff performance to ensure quality standards were met.
- Assigned tasks to team members based on their strengths and skill sets.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of daily transactions and deposits.
- Coordinated with other departments to ensure smooth workflow between shifts.
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
- Collaborated with management to plan special events or promotions.
- Served as a role model for other employees by demonstrating professional behavior at all times.
- Provided feedback to employees regarding their performance in order to improve productivity.
- Identified areas of improvement within the department and implemented necessary changes.
- Addressed any issues that arose during the shift in a proactive manner.
- Assisted customers with product selection when needed.
- Enforced company policies fairly while maintaining an open door policy for staff concerns.
- Completed opening and closing duties to facilitate business operations.
- Assisted upper management with daily operations to meet standards of service and quality.
- Resolved customer complaints and reported issues to senior management.
- Patrolled work areas to inspect operations, identify concerns, and implement corrective actions.
- Supervised and led employees to maintain productivity and customer service levels.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Checked orders for quality and completeness.
Cashier
Kazy Food inc. (KFC)
07.2007 - 12.2009
- Greeted customers and answered any questions they had about the store's products and services.
- 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.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- 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.
- 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.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Learned roles of other departments to provide coverage and keep store operational.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
Education
Some College (No Degree) - ESL English As A Second Language
Skills
- Team Collaboration
- Customer Service
- Problem Resolution
- Refund Processing
- Payment Collection
- Call Center Operations
- Problem-Solving
- Spanish translation
- Sales Promotion
- Service Recommendations
- Inbound and Outbound Calling
- High-energy attitude
- Positive and professional
- Complaint Handling
- Coordination
- Courteous demeanor
- Positive Attitude
- Team Leadership
- Cash Handling
- Merchandise Stocking
- POS system operations
- Multitasking and organization
- Merchandise restocking
- Online orders preparation
- Attention to detail
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Associate - The Home Depot Inc
01.2022 - 11.2024
Delivery Coordinator - The Home Depot Inc
03.2020 - 01.2022
Head Cashier - The Home Depot Inc
10.2015 - 03.2020
Cashier - The Home Depot Inc
11.2013 - 10.2015
Spanish Sales Representative - Dish Network Corp
08.2011 - 03.2012
Shift Supervisor - Kazy Food inc. (KFC)
12.2009 - 08.2011
Cashier - Kazy Food inc. (KFC)
07.2007 - 12.2009
Hudson County Community College - Some College (No Degree), ESL English As A Second Language