Iliana Villarreal
Alvin,TX
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations. Knowledgeable in CSR call center with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.
Overview
16
16
years of professional experience
Work History
Sales Associate
Cabriales Westrenwear
04.2023 - Current
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Solved customer challenges by offering relevant products and services.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
Receptionist
Rudy's Barbershop and Salon
02.2021 - 09.2024
- Acted as first point of contact and set appointments for prospective clients.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Corresponded with clients through email, telephone, or postal mail.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Collected all payments, processed transactions and updated relevant records.
- Answered incoming calls, directing clients to individuals addressing specific needs.
Hospitality Worker
La Quinta Inn & Suites In
03.2021 - 06.2022
- Delivered excellent customer service to support company reputation and patron satisfaction.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Collaborated with team members to consistently deliver high-quality service in a fast-paced environment.
- Greeted guests with friendly and professional acknowledgment to build rapport.
- Processed payments with focus on accuracy and correct cash-handling procedures.
- Streamlined check-in and check-out processes for heightened efficiency and reduced wait times.
- Maximized room occupancy rates with effective sales techniques and clear communication of amenities.
Business Owner
Sweet Ink INC
01.2009 - 01.2019
- Interacted well with customers to build connections and nurture relationships.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Conducted market research to inform product development decisions and identify potential growth areas.
- Assisted in recruiting, hiring and training of team members.
Customer Service Representative
DIRECTV
01.2010 - 01.2012
- Streamlined call flow processes for more efficient response times and increased productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Applied Science -
ITT Technical Institute
Webster, TX01-1999
High School Diploma -
Alvin High School
Alvin, TX05-1995
Skills
- Customer Service
- Bilingual
- Customer Relations
- Time Management
- Problem-solving skills
- Attention to Detail
- Telephone skills
- Data Entry
- Customer Support
- Call center experience
Languages
Spanish
Professional Working
Timeline
Sales Associate
Cabriales Westrenwear
04.2023 - Current
Hospitality Worker
La Quinta Inn & Suites In
03.2021 - 06.2022
Receptionist
Rudy's Barbershop and Salon
02.2021 - 09.2024
Customer Service Representative
DIRECTV
01.2010 - 01.2012
Business Owner
Sweet Ink INC
01.2009 - 01.2019
Associate of Applied Science -
ITT Technical Institute
High School Diploma -
Alvin High School
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