Kathleen Rojas
Kannapolis,NC
Summary
Thrive to achieve professional excellence with active participation, embrace immediate challenges and deliver valuable results to meet the organization's objectives. Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Dependable and results-oriented with passion for delivering quality service.
Overview
9
9
years of professional experience
Work History
Call Center Agent
Alorica
07.2024 - Current
- Customer service: managing approximately 30 incoming calls per day answering questions, resolving issues, and providing support
- Call documentation: recording call-related information for reporting and auditing purposes
- Compliance: ensuring calls are processed in accordance with policies, procedures, quality standards, and federal laws and regulations
Parts Specialist Associate
Carvana
12.2023 - 06.2024
- Developed strong relationships with suppliers, resulting in better pricing and improved availability of parts.
- Achieved high order accuracy rates by carefully reviewing documentation before submitting purchase requests to suppliers.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Conducted thorough research on complex parts inquiries, ensuring accurate information was provided to customers and colleagues. Delivering minimum 20 cars per day.
Assistant Department Manager
Floor & Decor Inc
12.2021 - 12.2023
- Ensure overall merchandising, pricing and organization of the department
- Conducted regular performance evaluations for team members, providing constructive feedback for continuous improvement.
- Increased customer satisfaction levels by addressing concerns promptly and providing exceptional service. Increasing sales over 50% annually.
- Applied problem-solving skills to resolve operational challenges swiftly, preventing disruptions in workflow or customer experience quality levels.
- Analyzed sales data to identify trends and adjust strategies accordingly, ensuring targets were consistently met.
Assistant Store Manager
Autozone
10.2015 - 12.2021
- Manage opening and closing procedures, scheduling, delegate techniques to associates to enhance efficiency of daily activities
- Coach sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction
- Review sales and gross profit reports to determine options for increasing market growth to ensure the store is on/above target by 20% daily
- Resolve employee and customer conflicts, merchandise inventory and meet daily sales goals
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Analyzed customer feedback and implemented strategies to improve customer experience.
Education
Associate Degree -
Miami Dade Community College
Miami, FL01.1999
High School Diploma -
Miami Jackson Senior High
Miami, FL01.1996
Skills
- Communication Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Time Management
- Goal Driven
Languages
Spanish
Native or Bilingual
Timeline
Call Center Agent
Alorica
07.2024 - Current
Parts Specialist Associate
Carvana
12.2023 - 06.2024
Assistant Department Manager
Floor & Decor Inc
12.2021 - 12.2023
Assistant Store Manager
Autozone
10.2015 - 12.2021
Associate Degree -
Miami Dade Community College
High School Diploma -
Miami Jackson Senior High
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