Microsoft
Hi, I’m
Janie Trejo
Notary Public
Alamo,TX
Summary
Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in retention and transforming customer service standards. Experienced in leading and supervising operational and sales teams. Motivated business professional bringing 3 years of entrepreneurial experience and over 20 years of Customer service.
Overview
21
years of professional experience
2
years of post-secondary education
3
Certifications
2
Languages
Work History
Contact Point 360Pharr, TX
Customer Service Representative
04.2023 - Current
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
MiTiendita LasMariposasReynosa
Owner/Operator
05.2020 - Current
Job overview
- Own Small Grocery store, day to day operations and sales
- Import and export products from Mexico to the US and vice versa
- Consulted with customers to assess needs and propose optimal solutions.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Generated revenues yearly and effectively capitalized on industry growth.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Prepared bank deposits and handled business sales, returns and transaction reports.
SpectrumMcAllen, TX
Customer Service- - Representative
11.2022 - 02.2023
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
TicketmasterPharr, TX
Help Desk-Tier 2- Representative
05.2018 - 07.2021
Job overview
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow of escalated calls and responded to App technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Burlington Coat Factory Distribution CenterMcAllen, TX
Cashier
01.2018 - 03.2018
Job overview
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Stocked, tagged and displayed merchandise as required.
- Upsold additional products and services to customers, increasing revenue.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Set up new sales displays each week with fresh merchandise.
- Maintained current knowledge of store promotions and highlighted sales to customers..
- Worked with floor team and managers to meet wide range of customer needs.
NorthstarCorpus Christi, TX
Secretarial Assistant
09.2017 - 12.2017
Job overview
- Processed payroll sheets and reports for checks
- Processed expense reports expeditiously to prevent corporate credit card limits from impacting company-related business.
- Monitored office calendars to plan meetings, activities to maximize productivity.
- Managed relational database to store information for reference, reporting, and analysis.
- Scheduled equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
- Executed record filing system to improve document organization and management.
- Leveraged accounting software to manage expenses and keep track of finances.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Maintained supplies inventory by checking stock and ordering new supplies.
- Maintained daily report documents, memos and invoices.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
RENT A CENTERAlamo, TX
Sales Assistant Store Manager
12.2016 - 07.2017
Job overview
- Trained and guided team members to maintain high productivity and performance metrics.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Rotated merchandise and displays to feature new products and promotions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Reported issues to higher management with great detail.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Negotiated price and service with customers to decrease expenses and increase profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
WhataburgerMission, TX
Assistant Manager
08.2016 - 12.2016
Job overview
- Reviewed sales and gross profit report to assess company efficiency.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Palenque Grill RestaurantMcAllen, TX
Assistant Manager
10.2015 - 08.2016
Job overview
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Reviewed sales and gross profit report to assess company efficiency.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created server exams and training books for new employees
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Developed strategy to increase sales and drive profits.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored security to protect employees, customers and property.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Wal-Mart SupercenterWeslaco, TX
Customer Service Manager
02.2015 - 07.2015
Job overview
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets..
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Stripes Convenience StoreHouston, TX
Assistant Manager
01.2013 - 01.2015
Job overview
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Reviewed sales and gross profit report to assess company efficiency.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored security to protect employees, customers and property.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed detailed plans based on broad guidance and direction.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
ConvergysPharr, TX
Customer Service Rep
01.2005 - 01.2006
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
WalmartAlamo, TX
Accountant
01.2003 - 01.2004
Job overview
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Reviewed business operations and obligations to help organization function at acceptable level.
- Researched technical tax issues to define tax effect or impact of certain tax positions.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Gathered financial information, prepared documents, and closed books.
- Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
- Partnered with auditors to track errors and add contributions to maintain accuracy.
- Used advanced software to prepare documents, reports, and presentations.
- Handled day-to-day accounting processes to drive financial accuracy.
- Collected and reported monthly expense variances and explanations.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
- Maintained integrity of general ledger and chart of accounts.
- Prepared working papers, reports and supporting documentation for audit findings.
- Tracked funds, prepared deposits and reconciled accounts.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Provided journal entries and performed accounting on accrual basis.
McDonald'sMcAllen, TX
General Manager
03.2002 - 01.2013
Job overview
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Developed and implemented strategies to increase sales and profitability.
- Collaborated with cross-functional teams to develop innovative solutions.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Analyzed market trends and competitor activities to create competitive advantages.
- Formulated policies and procedures to streamline operations.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
Blinn CollegeBryan, TX
Certificate from Business Administration And Management
08.2008 - 07.2009
University Overview
- 3.5 GPA
- Elected Captain of The Debate Team
- Extracurricular Activities: Writing Novels-Debate Club-
- Research Project: Business Proposal for a restaurant- Top Proposal of the class
Southern Careers InstitutePharr, TX
Certificate from Bookkeeping
01.2014 - 09.2014
University Overview
- Professional Development: Quickbooks 2008
- Microsoft Software 2013
- 3.5 GPA
- Elected to ice president for Business Club in [2014]
- Elected Captain of the class
Skills
Microsoft Software
QuickBooks 2008
Client Service
Verbal and written communication
Profit and Loss
Coaching and mentoring
Staff Management
Budget development
Relationship building
Project Management
Business planning
Software
QuickBooks 2008
Adobe Photoshop
Certification
Notary Public
Interests
Reading
Writing Novels
Timeline
Customer Service Representative
Contact Point 360
04.2023 - Current
Wedding Officiant
11-2022
Customer Service- - Representative
Spectrum
11.2022 - 02.2023
Notary Public
07-2022
Entrepreneur
06-2020
Owner/Operator
MiTiendita LasMariposas
05.2020 - Current
Help Desk-Tier 2- Representative
Ticketmaster
05.2018 - 07.2021
Cashier
Burlington Coat Factory Distribution Center
01.2018 - 03.2018
Secretarial Assistant
Northstar
09.2017 - 12.2017
Sales Assistant Store Manager
RENT A CENTER
12.2016 - 07.2017
Assistant Manager
Whataburger
08.2016 - 12.2016
Assistant Manager
Palenque Grill Restaurant
10.2015 - 08.2016
Customer Service Manager
Wal-Mart Supercenter
02.2015 - 07.2015
Southern Careers Institute
Certificate from Bookkeeping
01.2014 - 09.2014
Assistant Manager
Stripes Convenience Store
01.2013 - 01.2015
Blinn College
Certificate from Business Administration And Management
08.2008 - 07.2009
Customer Service Rep
Convergys
01.2005 - 01.2006
Accountant
Walmart
01.2003 - 01.2004
General Manager
McDonald's
03.2002 - 01.2013