Jazmin Figueroa
Elizabeth,USA
Summary
Hardworking professional with over eight years of customer service experience and a proven knowledge of conflict resolution, customer service and workflow planning. As well as a flexible and focused team player with expertise in customer relationship management, HR proficiencies, strategic planning and time management. Great with projecting my skills of leadership, integrity, and time management. Aiming to leverage my expertise in other areas to successfully fill the role.
Overview
9
9
years of professional experience
Work History
Call Center Representative
ELM (LEAFGUARD)
10.2021 - Current
- Respond to incoming calls from the customers to answer questions and inquiries, troubleshoot problems by connecting them with the proper personnel in multiple different branches countrywide, provide information and handle complaints regarding the organization's products and services
- Able to adapt to new processes and procedures and keeping up to date with the most current incoming sources that generate thousands of potential leads and customers
- Created a training manual to assist new employees with easing into the constant changing processes being implemented.
Server
Echo Lake country Club
06.2021 - 10.2021
- Catering to guests in fine dining making sure their visit exceeds their expectations during their continuous visits
- Constantly multitasking to ensure guests receive the highest standard dining experience including but not limited to big events including weddings, festivals, and other high-volume festivities
- Responsible for effectively assisting food and beverage services and aiding in the overall organization of the banquet events
- Daily and weekly knowledge of rotating menus and various wines.
City Carrier Assistant
United States Postal Service
02.2021 - 06.2021
- Sorting mail & packages for delivery & delivering on an established route
- Responsible for paying close attention to detail & carrying at a fast-paced workflow for efficiently timed delivery
- Load mail vehicle with all classes of mail & packages in preparation for each day
- Working consistent days and hours to ensure the job was done unsurpassed to federal government standards
- Able to carry and deliver heavy packages and parcels to multiple locations.
Customer Service Representative
Momentum Solar
01.2020 - 02.2021
- Utilized inside sales & create good rapport to encourage potential customers to go solar
- Educate them on the benefits & persuade them into meeting with our marketing staff for product demonstration
- Strong problem solver with the multitasking ability to handle several customer needs with ease.
Assistant Manager
Friday’s/ The Briad Group
02.2018 - 01.2020
- Server: Attentive & timely when greeting customers to assist them in navigating the restaurant & the menu
- Product knowledge of menu & ingredients; memorizing orders to provide the customer with the best experience possible
- Bartender: Interactive & engaging with customers while providing them the service of making their drinks
- Responsible for opening and closing the business, placing orders, cash handling, managing employees/schedules, recruiting etc.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Assisted in onboarding of new hires by providing orientation materials and training sessions.
- Explained job duties, compensation and benefits to potential candidates.
- Coordinated background checks on successful candidates prior to offer acceptance.
Front End Retail Supervisor
Marshalls
08.2015 - 02.2018
- Built expertise on engaging with customers & catering to their needs
- Gained knowledge in cash handling & deposits
- Learned time management while preparing drops offs & pick-ups for daily deposits
- Retained product knowledge to assist customers with any questions presented.
- Supervised work of cashiers, training new team members and monitoring performance.
- Resolved customer complaints in a timely manner while maintaining excellent relations with customers.
- Monitored sales performance of team members to ensure goals were met or exceeded expectations.
- Developed and implemented effective schedules to ensure adequate staffing coverage during peak hours.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Skills
- Microsoft Office User Specialist
- English and Spanish
- Call Management
- Quality Assurance Optimization
- Documentation and Reporting
- Recruiting
- Training Development
- Personnel Engagement
- Complex Problem Solving
- Diversity and Inclusion
- Scheduling
- Customer Service Expertise
- POS system operations
- Upselling Strategies
- Teamwork and Collaboration
Leadership Activities Volunteer Experience
- Took incitive in creating a training manual for our call center to break down the process of entering & navigating our data bases Five9 & Centah.
- Suggested to implement a bonus structure for the call center to receive incentives for bookings & performance.
- Managed & created fundraisers for charity during my time as an assistant manager for church’s, football teams & food drives.
Timeline
Call Center Representative
ELM (LEAFGUARD)
10.2021 - Current
Server
Echo Lake country Club
06.2021 - 10.2021
City Carrier Assistant
United States Postal Service
02.2021 - 06.2021
Customer Service Representative
Momentum Solar
01.2020 - 02.2021
Assistant Manager
Friday’s/ The Briad Group
02.2018 - 01.2020
Front End Retail Supervisor
Marshalls
08.2015 - 02.2018