Jocelyn Villaranda
Customer Service
Richmond,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Service Associate
Walmart Chattanooga Plaza
09.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Developed and actualized customer service initiatives to decrease wait times.
Cash Office and Cashier
Bjs Wholesales Club
11.2022 - 07.2023
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Restaurant Steward
Norwegian Cruise Line
09.2022 - 10.2022
- Improved table turnover rates by promptly clearing dishes and resetting tables for incoming guests.
- Facilitated smooth operations during peak hours by communicating effectively with waitstaff, bartenders, and management.
- Ensured high levels of cleanliness and sanitation with thorough attention to detail in dishwashing, utensil care, and kitchen maintenance.
- Increased overall restaurant cleanliness with regular deep cleaning tasks such as floor sweeping, mopping, and polishing silverware.
- Assisted kitchen staff in maintaining organized workstations which led to increased productivity and faster order preparation.
- Contributed to increased restaurant efficiency by effectively managing multiple tasks and prioritizing responsibilities.
- Promoted guest loyalty through attentive service, remembering preferences, and accommodating special requests whenever possible.
Money Center Associate
Walmart Chester
12.2015 - 08.2021
- Streamlined transaction processing for increased efficiency and accuracy in balancing daily cash drawers.
- Assisted customers with account inquiries, resolving issues promptly to maintain a high level of satisfaction.
- Answered department phone calls.
- Enhanced customer satisfaction by efficiently handling cash transactions and providing accurate account information.
- Completed regular audits of cash drawers to ensure compliance with regulatory requirements and company guidelines.
- Conducted thorough research to resolve complex customer issues, resulting in positive feedback from clients.
- Performed various money center services to customers.
- Loaded customer credit cards and signed up new customers for card programs.
- Maintained security protocols, ensuring the safety of customer information and financial assets.
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Implemented useful procedures to establish accuracy in cash handling, counting and reporting.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Sorted and counted coin and currency to make change for associates.
Front Desk Agent
Omni Mount Washington Resort
10.2016 - 11.2016
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Education
No Degree - Medical Billing And Coding
Bryan And Stratton College
Richmond, VABachelor of Science - Psychology
Bright Point Community College
Midlothian, VABachelor of Science - Biology
Adamson University
Philippines03.1986
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Product Knowledge
- Guest Services
- Assertiveness
- POS System Operation
- Product and service solutions
- Refunds and exchanges
- Sales closing
- Multi-Line Phone Systems
- Appointment Scheduling
- Teamwork and Collaboration
- Computer Skills
- Money handling abilities
- Product and service knowledge
- MS Office
- Customer Relations
- Understanding Customer Needs
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Microsoft Office
- Sales Transactions
- Work Prioritization
- Policies and Procedures Adherence
- Administrative and Office Support
- Product Sales
- Order and Refund Processing
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Product Education
- Merchandise Orders and Exchanges
Languages
Tagalog
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Associate
Walmart Chattanooga Plaza
09.2023 - Current
Cash Office and Cashier
Bjs Wholesales Club
11.2022 - 07.2023
Restaurant Steward
Norwegian Cruise Line
09.2022 - 10.2022
Front Desk Agent
Omni Mount Washington Resort
10.2016 - 11.2016
Money Center Associate
Walmart Chester
12.2015 - 08.2021
No Degree - Medical Billing And Coding
Bryan And Stratton College
Bachelor of Science - Psychology
Bright Point Community College
Bachelor of Science - Biology
Adamson University