Summary
Overview
Work History
Education
Skills
Timeline
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Leslie Medrano

Paw Paw,MI

Summary

Accomplished leader with a proven track record at Whirlpool, adept in relationship building and conflict resolution. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating adaptability and effective communication. Skilled in de-escalation techniques and team collaboration, significantly improving project outcomes and customer service efficiency.

Overview

24
24
years of professional experience

Work History

Direct Care Lead

Whirlpool
Benton Harbor, MI
06.2019 - Current
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Developed strong customer relationships to encourage repeat business.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.

Inside Pass Sales Representative

Whirlpool
Benton Harbor, MI
08.2018 - 05.2019
  • Answered inquiries from prospective customers regarding features of products and services offered.
  • Coordinated with logistics teams to ensure timely delivery of products to customers.
  • Coordinated with other departments to ensure timely delivery of orders.
  • Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
  • Listened to customer needs to identify and recommend best products and services.
  • Assisted the lead line with escalated calls and answered agents' questions.

Customer Service Representative

Whirlpool Call Center
Benton Harbor, MI
06.2017 - 10.2017
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Developed strong customer relationships to encourage repeat business.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer complaints promptly and efficiently.

Sales Associate

Meijer
South Haven , MI
02.2015 - 11.2015
  • Set up displays, and rearranged shelves and stock.
  • Printed and ensured that all pricing was accurate on tags.
  • Organized back stock and looked for losses
  • Worked with vendors to ensure that they had all that they needed to set their shelves
  • Worked with store manager directly to ensure all shelves and tags were up to Meijers specifications

Store Manager

McDonalds
South Haven, MI
04.2001 - 08.2012
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Monitored inventory levels and placed orders to restock shelves.
  • Updated POS system with new products and promotional offers.
  • Planned special promotions or discounts based on market trends.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Recruited, trained and supervised new employees.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Ensured compliance with safety regulations and company policies.
  • Managed daily banking activities such as deposits and withdrawals.
  • Updated and maintained store signage and displays.
  • Delegated work to staff, setting priorities and goals.
  • Monitored employee performance and identified performance gaps for corrective action.

Education

High School Diploma -

South Haven High School
South Haven
05-1999

Skills

  • De-escalation techniques
  • Verbal and written communication
  • Conflict resolution
  • Adaptability and flexibility
  • Relationship building
  • Team collaboration
  • Time management

Timeline

Direct Care Lead

Whirlpool
06.2019 - Current

Inside Pass Sales Representative

Whirlpool
08.2018 - 05.2019

Customer Service Representative

Whirlpool Call Center
06.2017 - 10.2017

Sales Associate

Meijer
02.2015 - 11.2015

Store Manager

McDonalds
04.2001 - 08.2012

High School Diploma -

South Haven High School

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Leslie Medrano