Jo'lynde Lazaro
Rancho Cordova,California
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Call Center Representative
PG&E
Sacramento, CA
12.2023 - Current
- Actively listening to our customer needs and having the ability to analyze and respond to unexpected issues and changes.
- Answered incoming calls from customers and provided assistance with company programs, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Offered resolutions to de-escalate calls and solve customer issues.
- Implemented measures designed to reduce occupational injuries through improved ergonomics.
- Demonstrates unwavering commitment to resolving customer issues by persistently pursuing solutions, overcoming obstacles, and ensuring complete satisfaction, even in challenging situations
- Systems and programs used: CC&B, KnowledgeForce, Kubra, Opower, Finesse, Outlook, Microsoft teams, Finesse/Jabar & Connect check.
Retail Keyholder
Once Upon A Child Franchise
Sacramento, CA
06.2009 - Current
- Calculated pricing, applied discounts and collected payments to process transactions.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Stocked and cleaned shelves while maintaining neat and orderly store.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Counted and balanced registers.
- Used Point of Sale register system to complete transactions.
- Delegated work to staff, setting priorities and goals.
Small Business Co-Owner
Mac Daddy Island Grill
Sacramento, California
09.2019 - 12.2021
- Photographed foods & plate for sale and posted pictures online to increase visibility and showcase current product availability.
- Set pricing structures according to market analytics and emerging trends.
- Supervised mobile restaurant social media and marketing efforts to expand brand awareness and attract new customers.
- Trained, coached and mentored employees to facilitate safety and consistent quality of work.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Call Center Representative
Safe Credit Union
Folsom, CA
08.2020 - 04.2021
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Updated customer accounts, addresses and contact information
- Offered resolutions to de-escalate calls and solve customer issues.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
William Daylor High School
12.2007
Skills
- Knowledge Force
- OPower
- Proxy
- CC&B
- FINESSE/Jabber
- Detail Oriented
- Customer Service
- Team Building and Motivation
Timeline
Call Center Representative
PG&E
12.2023 - Current
Call Center Representative
Safe Credit Union
08.2020 - 04.2021
Small Business Co-Owner
Mac Daddy Island Grill
09.2019 - 12.2021
Retail Keyholder
Once Upon A Child Franchise
06.2009 - Current
High School Diploma -
William Daylor High School