Leticia Phelps
Oceanside,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
25
25
years of professional experience
Work History
Customer Service Associate
TJMAX
06.2017 - Current
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Provided training and support to new associates to help provide high-quality customer service.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
Ass. Service Advisor
Mossy Chevrolet
01.1998 - 03.2001
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
San Gabriel Mission High School
San Gabriel, CA06.1995
Skills
- Trained in Salesforce
- Product Knowledge
- Customer Service and Assistance
- Replenishment Processes
- Customer Service
- Clerical Support
- Call Transfers
- Verbal Communication
- Calm and Professional Under Pressure
- Safe Work Practices
- Refund Processing
- Cross-Functional Team Collaboration
Timeline
Customer Service Associate
TJMAX
06.2017 - Current
Ass. Service Advisor
Mossy Chevrolet
01.1998 - 03.2001
High School Diploma -
San Gabriel Mission High School
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