Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Jessica Ozuna

El Paso

Summary

Accomplished Assistant Manager and Customer Service Representative with a proven track record at Toys R Us, excelling in conflict resolution and customer satisfaction enhancement. Skilled in Microsoft Excel and relationship building, consistently exceeded performance metrics. Spearheaded staff training programs, significantly elevating service standards and achieving top-tier customer loyalty.

Overview

24
24
years of professional experience

Work History

Customer Service Representative

Current Media Group
12.2023 - 03.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Customer Service Representative

Avantive Solutions
01.2023 - 05.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Assistant Manager

Toys R Us
06.2000 - 06.2018
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • 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.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Implemented staff training programs to elevate service standards and knowledge.

Education

High School Diploma -

Bel Air Academy
El Paso, TX
06-1997

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Conflict resolution
  • Microsoft Excel
  • Client relations
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Customer satisfaction measurement
  • Call management
  • Paperwork processing
  • Order processing
  • Team development
  • Filing
  • Store maintenance

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Languages

Spanish
Full Professional
English
Full Professional

Timeline

Customer Service Representative

Current Media Group
12.2023 - 03.2024

Customer Service Representative

Avantive Solutions
01.2023 - 05.2023

Assistant Manager

Toys R Us
06.2000 - 06.2018

High School Diploma -

Bel Air Academy

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Jessica Ozuna