Guadalupe Ayala “Lupita”
Williamsburg,VA
Summary
Military wife with 8 years of customer service experience. Husband is done being deployed so i can finally have a job. Ready to get back to it! :)
Open and positive commun
Overview
6
6
years of professional experience
Work History
Licensed Customer Service Representative
AllState
Severna Park, MD
01.2019 - 08.2020
- Reviewed and processed orders accurately according to policies and procedures.
- Created weekly reports on all customer service activities for management review.
- Developed strategies to improve customer satisfaction ratings.
- Greeted customers and provided exceptional customer service.
- Built relationships with customers to encourage repeat business.
- Upsold additional items based on customer interests and needs.
- Tracked sales performance metrics to identify trends in the market place.
- Developed and implemented strategies to meet sales quotas.
- Developed key customer relationships to increase sales.
- Sparked social conversations with customers to provide friendly atmosphere and smooth shopping experience.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Provided translation assistance for customers with limited English proficiency.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Assessed customer risk levels and recommended appropriate coverage options.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Advised customers on the best ways to minimize risks associated with their assets.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Generated reports detailing sales activities, client interactions, and progress towards goals.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
Retail Sales Associate
Aaa
Annapolis, MD
10.2017 - 12.2018
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Built relationships with customers to encourage repeat business.
- Upsold additional items based on customer interests and needs.
- Tracked sales performance metrics to identify trends in the market place.
Receptionist
State Farm
Annapolis, MD
07.2016 - 10.2017
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
Cashier
Panera Bread
Annapolis, MD
03.2014 - 07.2016
- 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 cash payments.
- 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.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Education
High School Diploma -
Annapolis High School
Annapolis, MD05-2016
Skills
- Regulatory Compliance
- Display Setup
- Loss Prevention
- Money Handling
- Customer Engagement
- Stock replenishment
- Customer Service
- Product Knowledge
- Fluent in Spanish
- Time Management
- Suggestive Selling
- Retail Sales
Timeline
Licensed Customer Service Representative
AllState
01.2019 - 08.2020
Retail Sales Associate
Aaa
10.2017 - 12.2018
Receptionist
State Farm
07.2016 - 10.2017
Cashier
Panera Bread
03.2014 - 07.2016
High School Diploma -
Annapolis High School