LAURA ELIAS
Placerville,CA
Summary
Accomplished Customer Service Associate with 20 years experience and an additional 10 years in the finance industry. Excellent in account management, accounting reports, cash audits, research and customer support.
Overview
17
17
years of professional experience
Work History
Customer Service Associate
The Home Depot Inc
Placerville, CA
04.2020 - Current
- Greeted customers and identified their needs.
- Answered phone calls from customers promptly and courteously.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Followed policies and procedures to meet or exceed established performance requirements.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained knowledge of current sales promotions and new product releases.
- Suggested product solutions based on individual customer needs.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Improved customer service wait times to mitigate complaints.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Explained benefits, features and recommendations to maximize client retention.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
Senior Associate
Harbor Freight
Pico Rivera, CA
05.2019 - 01.2020
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Promoted positive team environment through effective motivational strategies and mediation of issues amongst associates.
Customer Service Associate
Floor & Decor
Downey, CA
04.2018 - 10.2019
- Greeted customers and identified their needs.
- Answered phone calls from customers promptly and courteously.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Followed policies and procedures to meet or exceed established performance requirements.
- Performed additional duties as assigned by management team.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Cashier
The Home Depot Inc
Commerce, CA
04.2018 - 10.2019
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
Customer Service Representative
Lowes Home Improvment
Pico Rivera, CA
04.2007 - 04.2017
- Gathered information from customers and asked open-ended questions to understand needs and address any concerns with compassion.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
Education
High School Diploma -
El Rancho
Pico Rivera, CA07-1987
Skills
- Data Entry
- Account Updating
- Scheduling
- Appointment Scheduling
- Call Management
- Product Knowledge
- Order Processing
- Researching
- Data Collection
- Positive and Professional
- Credit Card Payment Processing
- Staff Training
- Client Relations
- Lead Generation
- Problem Resolution
- Promotional Support
- Customer Service
- Professional Telephone Demeanor
Timeline
Customer Service Associate
The Home Depot Inc
04.2020 - Current
Senior Associate
Harbor Freight
05.2019 - 01.2020
Customer Service Associate
Floor & Decor
04.2018 - 10.2019
Cashier
The Home Depot Inc
04.2018 - 10.2019
Customer Service Representative
Lowes Home Improvment
04.2007 - 04.2017
High School Diploma -
El Rancho