Joana Rosalino Policarpo
Houston,TX
Summary
Dynamic and results-oriented professional with extensive experience in customer service and sales, notably at Harbor Freight Tools. Excelled in enhancing customer satisfaction and consistently exceeding sales targets through effective selling techniques and superior service excellence. Skilled in sales strategy development and team leadership, demonstrating a strong work ethic and a positive attitude. Achieved significant improvements in client satisfaction and team efficiency.
Overview
6
6
years of professional experience
Work History
Sales Supervisor
Harbor Freight Tools
08.2024 - Current
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Promoted exceptional customer service by engaging clients on sales floor.
Customer Service Representative
Walmart
03.2020 - 11.2023
- 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.
Hostess Trainer
Fielding's Wood Grill
04.2019 - 03.2020
- Enhanced customer satisfaction by efficiently managing reservations and seating arrangements.
- Managed high-pressure situations during peak hours, maintaining excellent customer service and smooth operations.
- Promoted a culture of teamwork among all front-of-house staff which resulted in better collaboration and higher efficiency levels.
- Maintained clean and organized front-of-house areas, contributing to an inviting atmosphere for guests.
- Trained and mentored new hostesses, resulting in increased efficiency of the team as a whole.
- Improved team communication by implementing a weekly meeting to address concerns and share updates.
- Implemented strategies to reduce wait times for guests during busy periods, increasing overall satisfaction levels.
Education
Associate of Arts - Diagnostic Medical Sonography
Lone Star College
Houston, TX06-2028
High School Diploma -
Westfield High School
Houston, TX06-2018
Skills
- Customer service
- Sales presentations
- Effective selling techniques
- Sales strategy development
- Customer assistance
- Work ethic and integrity
- Time management skills
- Cash handling
- Customer service excellence
- Friendly, positive attitude
- Willing to learn
- Supply restocking
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Sales Supervisor
Harbor Freight Tools
08.2024 - Current
Customer Service Representative
Walmart
03.2020 - 11.2023
Hostess Trainer
Fielding's Wood Grill
04.2019 - 03.2020
Associate of Arts - Diagnostic Medical Sonography
Lone Star College
High School Diploma -
Westfield High School
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