Jessica Somarriba
Las Vegas,NV
Summary
Dynamic leader with a proven track record at Kohls,Marshalls, and more, enhancing customer satisfaction and team performance. Excelled in customer service management and motivational leadership, significantly improving the customer experience. Bilingual with expertise in training and mentoring, adept at fostering a collaborative team environment and driving sales proficiency.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Marshalls
01.2022 - 06.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale. Was in charge of the customer experience and running the front end of the store.
- Coached employees through day-to-day work and complex problems. Make sure we made our daily quota for credit applications.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Trained all new associates on the registers to become cashiers
Assistant Customer Service Manager
Kohls
07.2014 - 01.2022
- Conducted training and mentored team members to promote productivity and commitment to friendly service. As I was in charge of running the status quota of credit applications, and surveys a day.
- Assisted in training new hires on the registers, and make sure they're knowledgeable with soliciting credit
- Made sure the customer was content, as they leave the store.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues right away.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations during our meetings on mondays.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed daily store operations, including opening and mostly closing procedures, cash handling, at the end of the night.
- Accepted and processed customer returns.
- Trained and supervised new employees to apply best practices in customer service and store operations.
Jewlery Sales Associate
Peruvian Bead Company
08.2010 - 12.2013
- Educated customers about proper care and maintenance practices for their jewelry purchases, ensuring long-lasting satisfaction.
- Boosted jewelry sales by providing excellent customer service and personalized product recommendations. Selling the product
- Assisted clients in choosing their semi-precious beads they wanted me to create a piece for them right away. For example, necklaces &bracelets.
- Customers, would bring broken beaded string pieces they owned and we would fix them.
- Key holder of the store,so I would open and close .
Education
Psychology
Ventura College
Ventura, CATheater Arts
Thousand Oaks Highh School
Thousand Oaks06.2009
Skills
- Customer Service skills
- Bi-langual
- Team Building and Leadership
- Training and mentoring
- Customer Relations
- New Hire Training
- Sales proficiency
- Customer Service Management
- Motivational Leadership
Timeline
Customer Service Supervisor
Marshalls
01.2022 - 06.2024
Assistant Customer Service Manager
Kohls
07.2014 - 01.2022
Jewlery Sales Associate
Peruvian Bead Company
08.2010 - 12.2013
Psychology
Ventura College
Theater Arts
Thousand Oaks Highh School