Julia Matos
Dunkirk,NY
Summary
Fast paced environments are my forte. I love a good challenge and always strive to be the best I can be. I pride myself in my great customer service and attitude and being approachable for not only customers but associates as well! I’m a great freight pusher and I have complete open availability
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
Five Below
Dunkirk, NY
08.2023 - Current
- Scheduling
- Over seeing all associates
- Pushing freight
- Ordering supplies
- Monthly associate assessments
- Operation of manual jack
- Keeping the store organized and clean
- Cashiering
- Counting store funds and submitting nightly deposit
- Responsible for opening and closing procedures
- Responsible for achieving CSAT score
- Responsible for reviewing all corporate communications and reacting accordingly
- responsible For holding all associates accountable to all five below standard operating procedures
- Store maintenance including but not limited to taking out the trash
- Checking in shipments
- Authorizes register functions including post voids, returns and discounts
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
Team Lead
Walmart
Oberlin , OH
08.2017 - 11.2023
- Worked freight
- Overseen over 20 employees
- Assisted with schedule making
- Worked on mods and setting shelves to Walmarts plan
- Coached associates and ensured they followed Walmarts policy’s
- Prepared for inventory’s
- Operated cardboard and plastic balers
- Handled store funds and nightly deposit
- Ensured excellent customer service
- Motivated staff through positive reinforcement techniques.
- Maintained accurate records of employee attendance and task completion times.
- Ensured all associates take mandatory breaks
- Claimed and ensured broken product was handled and disposed of correctly
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
Education
High School Diploma -
Lake Erie International High School
Cleveland, OH06-2017
Skills
- Account Management
- Retention management
- Customer Empathy
- Proficient in technology
- Time management
- Keeping a non toxic work environment
- Data Analytics
- Product Promotion
- Strategic Marketing
- Team Recruiting and Hiring
- Training and Onboarding
- Relationship Building
- Self Motivation
- Task Prioritization
- Attention to Detail
- Social Media Management
- Effective Communication
- Adaptability and Flexibility
- Team building
- Prideful in the best customer service
Timeline
Customer Experience Manager
Five Below
08.2023 - Current
Team Lead
Walmart
08.2017 - 11.2023
High School Diploma -
Lake Erie International High School