Keani Flores
Los Angeles,CA
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
IT&E Guam
09.2021 - 01.2024
- First line contact with IT&E Customers
- Handle customer inquiries and requests regarding new service offerings, enhanced/additional service or discontinuation of service, pending service orders, rates, regulations, policies and all other telecommunication activities
- Determine customers communication requirements and offer recommendations for satisfying customers product and service needs
- Access switch for activation/deactivation of cellular and feature services, and will program features and functions
- Prepare and issue service orders and correspondence regarding customer service and other matters
- Issue adjustments as required and approved
- Maintain various records on equipment and service
- Perform routine posting and filing activities
- Receiving and processing customer payments for account services
- Selling Pre and Post-paid cards, SIM cards and other company products closing, balancing and securing all sales for the day; preparing and submitting all moneys received and the daily batch report to Accounting Support Technician
- Assist other staff and functional areas in their areas of responsibility, as needed
- Perform other related duties or tasks as assigned and required
- 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.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
Shift Lead/Server
Tu'Re Cafe
01.2018 - 08.2021
- Completed store opening and closing procedures and balanced tills.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Responded to and resolved customer questions and concerns.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Completed cash and credit card transactions accurately using POS software.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Education
No Degree -
Chaffey College
Rancho Cucamonga, CA01-2027
Highschool -
Bullard
01.2010
Skills
- Flexibility
- Adaptability
- Effective Sales Techniques
- Customer service
- Product sales
- Data entry
- Critical thinking
- Team development
- Store maintenance
- POS systems expert
Certification
- Barista, Grossmont Adult Education, 05/01/22
- ManageFirst Professional, National Restaurant Association, 01/01/22, 01/01/26
- Controlling Food Service Costs, National Restaurant Association, 01/01/22, 01/01/26
- Hospitality Human Resources Mgmt. & Supervision, National Restaurant Association, 01/01/22, 01/01/26
- Culinary Arts, Grossmont Adult Education, 01/01/22
Timeline
Customer Service Representative
IT&E Guam
09.2021 - 01.2024
Shift Lead/Server
Tu'Re Cafe
01.2018 - 08.2021
No Degree -
Chaffey College
Highschool -
Bullard