Lacey Alvarado-Munos

Customer Service Specialist

Austin,TX

Summary

High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.

Overview

years of professional experience

Work History

Travel Agent

World Travel Holdings

Pflugerville, TX

05.2022 - 06.2022

Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Discussed security issues and protocols with individuals traveling to highly insecure areas such as the Western Caribbean.
.Maintained customer relationships by keeping in contact and touchback calls.
Collects payments and any applicable fees in the appropriate channels.

Customer Service Manager

Kohls Department Store

Austin , Texas

09.2021 - 05.2022

Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Monitored customer service operations to assess agent performance and provide feedback.
Completed special projects by using effective decision making, critical thinking and time management skills.
Took ownership of customer issues and followed problems through to resolution.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Developed service procedures, policies and standards.

Store Manager

Claire's Boutique

Temple , TX

11.2011 - 12.2015

Meet sales goal by training, motivating, mentoring and providing feedback to sales staff.
Ensure high levels of customer satisfaction through excellent service.
complete store administration and ensure compliance with polices and procedures .
Maintain outstanding store conditions and visual merchandising standards by rotating merchandise and displays to feature new products and promotions.
Conduct personnel performance appraisals to assess training needs and build career paths.
Deal with all issues that arise from staff or customers. ( complaints, grievances, etc.)
Rotated merchandise and displays to feature new products and promotions.
Completed point of sale opening and closing procedures.

3rd Key Holder

Lane Bryant

Harker Heights, TX

07.2008 - 10.2010

Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
Marked-down clearance items and relocated merchandise to proper store areas.
Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.

Education

High School Diploma -

Harlandale High School

San Antonio, TX

06.2003 - 06.2003

Skills

Order management

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