Jehna Archuleta
Gilbert,Arizona
Summary
Qualifications Summary
- 3 years experience of customer service experience directly responsible for creating, maintaining and improving client customer relationships.
- 2 years of merchandising inventory.
- 1 year of housekeeping.
Overview
18
18
years of professional experience
Work History
Customer Service Contact Center
The Home Depot Inc
04.2022 - Current
- Directly responsible for meeting and/or improving sales and various related department goals
- Maintaining and improving customer relationships
- Interacting with customers on a day-to-day basis doing sales inquiring, overcoming objections
- Using problem solving skills by thinking outside the box when it comes to customers needs/getting to the root cause
- Having extensive product knowledge and ability to navigate resources in multiple systems.
- Listen and engage in a productive conversation with the customer to be a one call resolutions
- Showing genuine empathy, working with a diverse number of customers
- Actively listening, building trust, and establishing rapport
- Demonstrating concerns, paraphrasing to show understanding.
- Delivering a solution that meets the customers and Home Depot’s long term needs
- Reflect and maintain all 8 Core Values and received multiple awards for implementing in my day-to-day interactions
Customer Service Representative
CONCENTRIX
08.2021 - 10.2021
- Answered an average of 100 calls per day by addressing customer inquiries, solving problems, and providing new product information
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Directed calls to appropriate individuals and departments
- Asked open-ended questions to assess customer needs
- Provided one-call resolution for customer to prevent repeat calls
- Assisted customers with account information, purchasing information, and account authorization
- Processed refund requests according to company business policies
- Took escalated calls, to resolve customer's needs and complaints in a professional manner
Merchandiser
HALLMARK
03.2019 - 09.2021
- Identified inventory issues and coordinated resupplies to keep levels within optimal minimum and maximum benchmarks
- Aligned organization’s culture, products, and image with targeted market
- Completed all required paperwork within anticipated timeframes
- Verified an adequate availability of promoted products to minimize customer issues.
MERRY MAID, Cleaner
01.2008 - 08.2008
- Ensured cleanliness and sanitation of bedrooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides
- Reported damages observed while cleaning
- Replaced linens and sanitized blankets, bedsheets, and pillow covers
- Reported on the status of inventory of cleaning materials and equipment
- Cleaned all assigned rooms per hospitality standards and guidelines
- Checked vacant rooms regularly to verify cleanliness and freshness by clearing away trash and other disposable material, consistently maintaining the highest levels of housekeeping standards.
Customer Service Representative
UPS STORE
08.2007 - 01.2008
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Advised customers on status of merchandise ordered and arranged for pickup and delivery
- Utilizing Microsoft Office to open, send, and retrieve specific files.
Front Office and Reservation Coordinator
FAIRFIELD INN & SUITES MARRIOTT
01.2006 - 01.2007
- Registered and assigned rooms to guests, provided room keys, received messages, and maintained accounts
- Presented statements and transacted payments from departing guests
- Confirmed group reservations and arranged personal services for preferred customers and attendees of special events
- Managed complaints, handled disputes, and resolved conflicts
- Answered inquiries about hotel services travel directions, nearby shopping, restaurants, and entertainment venues
- Greeted guests on arrival and arranged for luggage to be taken to assigned rooms.
Education
HIGH SCHOOL DIPLOMA -
Angelo Rodriguez High
School
2007
Skills
- Microsoft Windows
- Office
- Typing at 60 WPM
- Customer Service
- Detail Oriented
- Thrives in fast paced
- Multitasking
- Attention to Detail
- Building/Maintaining Trust
- Customer Focus
- Product Education
- Product Resource Gathering
- Self Development
- Goal Setting/Achievement
- Suggestive Selling
- Active Learner/Listener
Timeline
Customer Service Contact Center
The Home Depot Inc
04.2022 - Current
Customer Service Representative
CONCENTRIX
08.2021 - 10.2021
Merchandiser
HALLMARK
03.2019 - 09.2021
MERRY MAID, Cleaner
01.2008 - 08.2008
Customer Service Representative
UPS STORE
08.2007 - 01.2008
Front Office and Reservation Coordinator
FAIRFIELD INN & SUITES MARRIOTT
01.2006 - 01.2007
HIGH SCHOOL DIPLOMA -
Angelo Rodriguez High
School
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