Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Lenny Cepeda

Lenny Cepeda

Elizabeth,NJ

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

4
4
years of professional experience

Work History

Customer Service Manager

Tory Burch
New jersey, NJ
08.2024 - Current
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Encourage the team to deliver a high-quality experience to drive improvement in the Net Promoter Score (NPS) from 72% to 90%.
  • Recognize team for outstanding service, teamwork and performance.
  • Enhanced team morale and retention through recognition programs and career development opportunities.

Sales Associate/Sales Team Supervisor

Coach
Elizabeth, NJ
07.2023 - 08.2024
  • Store ambassador program: Hosted meetings with team for Touchbase on weekly dashboard performances.
  • Managed to decrease MEDALLIA surveys (clients feedback) regarding the end point of sale process, eliminating the efficiency of payment out of the top 10 issues.
  • Assist in the training and development of cashiers, cash leads, and sales associates.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Managed daily operations of the store, including 10 registers, security,
  • customer issues, inventory and overall targets and cooperate regulations.

Sales Associate

Sunglasshut
Elizabeth, NJ
05.2023 - 09.2023
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Enhanced customer satisfaction through the development of a customer service excellence program.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Sales Associate

Cole haan
Elizabeth, USA
01.2021 - 06.2023
  • Align your inventory and merchandise with customer demand for increased commercial performance, and long-term success.
  • Developed standard operating procedures, systems, and tools, and ensured the smooth running of operations to enable the ultimate client experience.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Developed trusting relationships with customers by making personal connections.

Education

Associate of Science - Business

Union County College
Cranford, NJ
12-2027

High School -

Admiral William F. Halsey Jr. Health & Public Safety Academy
Elizabeth, NJ

Skills

  • Project planning
  • Training & Development
  • Supervision and leadership
  • Operational efficiency

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual
Portuguese
Limited

Timeline

Customer Service Manager

Tory Burch
08.2024 - Current

Sales Associate/Sales Team Supervisor

Coach
07.2023 - 08.2024

Sales Associate

Sunglasshut
05.2023 - 09.2023

Sales Associate

Cole haan
01.2021 - 06.2023

Associate of Science - Business

Union County College

High School -

Admiral William F. Halsey Jr. Health & Public Safety Academy

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