Lisandra Quesada Magarino
Homestead,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated therapy professional exceptionally well-versed in performing comprehensive assessments to identify client strengths, needs and overall functioning at micro and macro levels. Experienced developing and managing client treatment plans. Committed to establishing goals and objectives to help clients build healthy and positive personal relationships. Hardworking Sales Associate committed to driving high sales in both slow and busy shifts. Organized and patient individual polished in handling customer complaints and replenishing stock. Flexible and outgoing team player commended for demonstrating honesty and integrity with customers, team members and supervisors. Engaging Sales Associate committed to providing outstanding customer service and maximizing sales. Focused on team support and customer relationship building. Persuasive and friendly individual poised to consistently exceed performance standards and sales targets. Energetic Sales Associate dedicated to driving customer satisfaction and increasing sales. Positive and respectful contributor talented in filling, facing and organizing products to maintain department standards. Hardworking and punctual individual recognized for consistently receiving high ratings on customer feedback surveys.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Lead Customer Service Manager
Big Lots
Miami, FL
05.2023 - 12.2023
- Provided leadership and direction to customer service team, ensuring high levels of customer satisfaction.
- Developed and monitored performance metrics for customer service representatives.
- Implemented processes and procedures for handling customer inquiries and complaints.
- Coached and mentored customer service staff to improve their skills in problem-solving, communication, conflict resolution.
- Analyzed customer feedback data to identify areas for improvement in the department's operations.
- Conducted regular training sessions for new hires on company policies and procedures related to customer service.
- Reviewed weekly reports from each representative to ensure accuracy of information provided to customers.
- Evaluated performance of individual employees based on their ability to meet established standards of quality assurance.
- Maintained updated records of all customer interactions, transactions, comments, and complaints.
- Collaborated with other departments such as sales or marketing teams in order to maximize customer satisfaction.
- Identified trends in customer feedback data that could be used for further process improvements.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored phone calls to provide feedback and coaching.
- Evaluated and authenticated returns, exchanges and voids.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Audited customer account information to identify issues and develop solutions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Sales Associate
Victoria's Secret & PINK
Miami, FL
02.2022 - 05.2023
- Greeted customers and provided exceptional customer service.
- Provided accurate information about products, prices and services.
- Assisted customers with product selection, sizing and styling.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Organized stockroom shelves according to size, color or style.
- Upsold additional items based on customer interests and needs.
- Handled customer complaints in a professional manner.
- Developed promotional strategies to increase sales volume.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Trained new team members in cash register operation, stock procedures and customer services.
- Recommended merchandise to customers based on needs and preferences.
Education
RBT
Florida Tech
12-2023
High School Diploma -
Ernesto Guevara
Havana, Cuba07-2009
Some College (No Degree) - Speech Therapy
Universidad Ruben Martinez Villena
Havana,. CubaSkills
- Recreation therapy
- Behavioral therapy techniques
- Personalized therapy planning
- Focused therapy
- Speech Exercises
- Sales Support
- Training and mentoring
- Information Security
- Personnel training and development
- Customer Needs Assessment
- Product Sales
- Written and oral communication skills
- Teamwork and Collaboration
- Excellent communication skills
- Client Service
- Sales Training
- Customer Service
- Conflict Resolution
- Listening Skills
Certification
- RBT Credentials
Languages
Spanish
Full Professional
English
Professional
Timeline
Lead Customer Service Manager
Big Lots
05.2023 - 12.2023
Sales Associate
Victoria's Secret & PINK
02.2022 - 05.2023
RBT
Florida Tech
High School Diploma -
Ernesto Guevara
Some College (No Degree) - Speech Therapy
Universidad Ruben Martinez Villena