Katy Zamora
San Antonio,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Wells Fargo
12.2024 - Current
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Assistant Store Manager
JD Sports
12.2023 - 12.2024
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Analyzed customer feedback and implemented strategies to improve customer experience.
Store Manager
FinishLine
01.2022 - 12.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
Store Manager
Finish Line
07.2021 - 01.2022
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
Supervisor of Operations
JD Sports
08.2019 - 07.2021
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Sales Associate
FinishLine
07.2018 - 08.2019
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
Assistant
Texas Express Collision Center LLC
07.2016 - 07.2018
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
- Facilitated smooth project execution by managing deadlines, resources allocation, and progress updates.
- Strengthened supplier relationships by negotiating favorable terms and managing contracts efficiently.
- Ensured smooth day-to-day operations by managing email correspondence and promptly addressing inquiries.
Education
Associate of Arts - Psychology
Alamo Colleges
San Antonio, TXSkills
- Service Excellence
- Active listening
- Analytical Thinking
- Data entry
- Scheduling
- Client relations
- Team development
- Quality assurance controls
- Prioritization
- Effective Problem Solving
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Wells Fargo
12.2024 - Current
Assistant Store Manager
JD Sports
12.2023 - 12.2024
Store Manager
FinishLine
01.2022 - 12.2023
Store Manager
Finish Line
07.2021 - 01.2022
Supervisor of Operations
JD Sports
08.2019 - 07.2021
Sales Associate
FinishLine
07.2018 - 08.2019
Assistant
Texas Express Collision Center LLC
07.2016 - 07.2018
Associate of Arts - Psychology
Alamo Colleges
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