JENNIFER TAMAYO
Henderson,KY
Summary
Motivated customer service/sales professional offering over fifteen years of progressive sales, marketing and corporate management experience. Results-oriented with unsurpassed interpersonal and communication strengths. Known for being hardworking with consistently exceeding target goals, time management and customer service expectations.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist
Pratt Industries
2605 HWY 425
07.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Prepared and maintained accurate records of shipments and deliveries to enable tracking history and acquire consistent information.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Helped sales team complete sales and finalize process.
- Prepared merchandise for sales floor by pricing or tagging.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages in shipping department.
- Orchestrated routing by producing accurate shipping documentation and package labels.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Collaborated with internal departments to verify customer satisfaction and order accuracy.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.
- Reduced shipping delays, coordinating with warehouse staff to ensure timely order dispatch.
- Collaborated with customer service team to resolve shipping issues and provide timely updates to clients.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Inside Sales Manager
Hercules Manufacturing Company
11.2021 - 02.2023
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Updated accounts and maintained long-term relationships with clients.
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
- Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.
- Implemented systems and procedures to increase sales.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Drove sales by developing multi-million dollar contract sales.
- Established fair pricing structures and finalized contracts to complete purchase agreements with customers.
- Answered customers' questions regarding products, prices and availability.
- Wrote sales contracts for orders obtained and submitted orders for processing.
- Set up new accounts, established customer credit, and set up payment methods.
- Applied mathematical skills to calculating amounts, negotiating prices and setting up contracts.
- Created and updated customer accounts with relevant information.
- Managed friendly and professional customer interactions.
- Determined needs, delivered solutions and overcame objections through consultative selling skills.
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules.
- Processed customer orders and resolved questions and concerns regarding products, pricing and availability.
- Prioritized daily workflows, inbound calls, quotes and sales-related inquiries.
- Followed up with customers by phone and email to resolve issues quickly and answer questions.
- Managed portfolio of accounts and consistently generated strong annual sales.
- Emphasized product features based on analysis of customers' needs.
- Maintained records related to sales, returns and inventory availability.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Ordered parts from various distributors to fulfill demands.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Managed multiple tasks and met time-sensitive deadlines.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Call Center Manager (Mi60)
AT&T Mobility & Entertainment
Evansville, IN
10.2016 - 07.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Leveraged sales expertise to promote products and services to capitalize on upsell opportunities.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Educated customers on company systems, form completion, and access to services.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
Retail Sales Consultant
AT&T Mobility & Entertainment
10.2012 - 10.2016
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Generated brand awareness and positive product impressions to increase sales.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Approached browsing customers to initiate conversations to determine buying preferences.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Recommended merchandise to customers based on needs and preferences.
- Maintained customer satisfaction while handling product returns quickly and professionally.
- Educated customers on promotions to enhance sales.
- Issued receipts and processed refunds, credits, or exchanges.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Remained informed and updated on current promotions and sales, security protocols, exchange policies and payment policies.
- Answered questions about store policies and concerns to support positive customer experiences.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Assisted customers by answering questions and fulfilling requests.
- Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
Specialist
JCPenney Home Store
10.2008 - 08.2012
- Processed cash and credit payments rapidly and accurately.
- Responded to all customer inquiries thoroughly and professionally.
- Placed special merchandise orders for customers.
- Worked night and weekend shifts during holiday seasons Greeted customers in a timely manner, while quickly determining their needs.
- Answered customer questions about product availability and shipment times.
- Stocked and replenished merchandise according to store merchandising layouts.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Cleaned and organized store, including checkout desk and displays.
- Alerted customers to upcoming sales events and promotions.
- Identified potential shoplifters and alerted management.
- Completed all point of sale opening and closing procedures, including counting contents of cash register.
- Handled all customer relations issues in gracious manner and in accordance with company policies.
- Welcomed customers into store and helped them locate items.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Verified that all customers received receipts for their purchases.
- Followed merchandising guidelines to present visually appealing displays.
- Mentored new sales associates to contribute to store's positive culture.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Actively pursued personal learning and development opportunities.
- Determined customer needs by asking relevant questions and listening actively to responses.
Education
Diploma - Basics
Henderson County High School
Henderson, KY05.2003
Skills
- Customer Service
- Customer Service Management
- Customer Accounts Management
- Staff training and development
- Team Development
- Customer Complaint Resolution
- Escalation management
- Focus and Follow-Through
- Multitasking and Prioritization
- Shipping procedures understanding
- Problem Solving
- Excellent written and oral communication
- Time Management
- Detail-Oriented
- Courteous and Professional
- Reliable and Punctual
- Computer Proficiency
- Adaptability
Timeline
Customer Service Specialist
Pratt Industries
07.2023 - Current
Inside Sales Manager
Hercules Manufacturing Company
11.2021 - 02.2023
Call Center Manager (Mi60)
AT&T Mobility & Entertainment
10.2016 - 07.2021
Retail Sales Consultant
AT&T Mobility & Entertainment
10.2012 - 10.2016
Specialist
JCPenney Home Store
10.2008 - 08.2012
Diploma - Basics
Henderson County High School