Summary
Overview
Work History
Education
Skills
Timeline
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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, MD
05-2016

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

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Guadalupe Ayala “Lupita”