Lena Pica
Fort Myers,FL
Summary
Dedicated customer service professional with over ten years of experience in fostering customer loyalty and product and service knowledge. Exceeding satisfaction goals. Maintaining a 95% customer satisfaction rate. I'm motivated and self - directed. professional with exceptional follow though abilities and attention to details,
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Mario's Meat Market And Deli
Fort Myers, FL
02.2017 - 09.2024
- Established strong relationships with regular customers, fostering loyalty and repeat business opportunities.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Front Office Receptionist
CJ'S Tree Service
West Palm Beach, FL
06.2014 - 02.2017
- Managed front desk operations, ensuring efficient guest check-in and appointment scheduling.
- Coordinated communication between clients and service teams to enhance customer satisfaction.
- Maintained organized filing systems for client records and service documentation.
- Assisted with billing inquiries, providing clear explanations of services rendered and payments due.
- Developed training materials for new reception staff, improving onboarding efficiency.
- Implemented a digital appointment scheduling system, streamlining workflow and reducing errors.
- Monitored inventory of office supplies, facilitating timely reordering to maintain operational efficiency.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Resolved customer problems and complaints.
Food Service Associate
The Recovery Team
West Palm Beach, FL
04.2012 - 05.2014
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained a clean and organized work environment for optimal food prep efficiency.
- Enhanced customer satisfaction by providing timely and efficient food service.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Managed special dietary requests sensitively, adapting recipes as needed while adhering to strict allergy protocols for guest safety.
- Set up and broke down food service lines quickly to maintain service flow.
Education
High School Diploma -
Oceanside High School
Oceanside, NY06-1982
Skills
- Customer service
- Active listening
- Critical thinking
- Conflict resolution
- Complaint handling
- Complaint resolution
- Customer satisfaction measurement
- Scheduling
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Team development
- Prioritization
- POS systems expert
- Product education
- Delivery scheduling
Timeline
Customer Service Representative
Mario's Meat Market And Deli
02.2017 - 09.2024
Front Office Receptionist
CJ'S Tree Service
06.2014 - 02.2017
Food Service Associate
The Recovery Team
04.2012 - 05.2014
High School Diploma -
Oceanside High School