Janice Villatoro
Customer Service Representive
Conroe,TX
Summary
Bilingual Customer Service Representative with 7 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Proficient in both English & Spanish. Dedicated and driven to maintaining highest customer satisfaction.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Assistant Store Manager
Walgreens
The Woodlands, TX
03.2018 - Current
- Explain services and products to customers in friendly and engaging way.
- Resolve escalated concerns using professionalism.
- Overlook activities from employees on my shifts while disciplining and motivating them to maximize performance.
- Train new employees on proper protocols and customer service standards.
- Assist in recruiting, hiring and training of team members.
- Keep all documentation and records accurate and up-to-date with received deliveries.
- Complete physical inventory counts each month.
- Complete store opening and closing procedures including closing monthly reports and reconciliation of accounts.
- Deliver financial oversight and advice to corporate to improve strategic planning in order to have certain inventory in for specific dates.
- Interact with vendors and suppliers to establish and enforce policies and procedures.
- Collect and return unpurchased or returned items to correct shelf locations and arrange displays to promote sales.
- Help locate and obtain out-of-stock products based on customer requests.
- Correct order totals, update accounts and maintain detailed records for inventory management.
- Responsible for trucking, dispatching, appointments & freight allocations (Walgreens' delivery trucks)
- Responsible for financial payments to DSD vendors.
Customer Service Representative
Planet Fitness
Conroe, TX
05.2017 - 04.2018
- Worked flexible hours; night, weekend, and holiday shifts.
- Enforced rules and held customers accountable for not following gym regulations.
- Consistently exceeded new sales for memberships.
- Interacted with problematic accounts and found solutions addressing any misunderstandings.
- Developed sales strategies on selling tactics to maintain high percentage of membership enrollments.
- Reviewed stock counts and ordered items to control inventory.
- Demonstrated strong knowledge of all fitness equipment and explained to customers how to properly use each machine.
- Reported issues to higher management with great detail.
- Serviced complex equipment quickly to minimize wait times for specific machines.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Cake Decorator
HEB Grocery Store
Tomball, TX
09.2015 - 03.2017
- Maintained sanitary station by following safety procedures and sanitizing instructions.
- Handled phone calls regarding inquiries, cancelled orders and ordering conflicts.
- Worked with customers to define cake vision based on color, theme, size and price.
- Ordered accurate supplies lists for clients' orders.
- Kept display cases full throughout workday.
- Maintained customer satisfaction with quick and professional handling of customized orders.
- Maintained reports of orders and greeted customers when entering and leaving establishment.
- Trained new team members on operating procedures and company services.
- Developed highly empathetic client relationships and earned regular customers for exceeding expectations on orders.
Education
High School Diploma -
TXVA
Texas 09.2011 - 06.2015
Associate of Arts -
Lonestar College Applicant
Skills
Customer development & etiquette
MS package
Strategic sales knowledge
Account management
Staff education and training
Timeline
Assistant Store Manager
Walgreens
03.2018 - Current
Customer Service Representative
Planet Fitness
05.2017 - 04.2018
Cake Decorator
HEB Grocery Store
09.2015 - 03.2017
High School Diploma -
TXVA
09.2011 - 06.2015
Associate of Arts -
Lonestar College Applicant