Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Lorena Leon

Tolleson,AZ

Summary

Proven track record in enhancing customer satisfaction and loyalty at Circle K, adept in problem-solving and critical thinking. Excelled in roles requiring customer service excellence and sales expertise, achieving significant improvements in customer retention and sales growth. Skilled in Microsoft Excel and active listening, consistently met and exceeded performance goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Circle K
10.2023 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Recruiting Coordinator

Hello Fresh
12.2022 - 10.2023
  • Coordinated candidate interviews with hiring managers, ensuring a smooth and efficient interview process for all parties involved.
  • Coordinated incoming job requisitions and applications.
  • Improved candidate experience by providing timely updates throughout the recruitment process, resulting in positive feedback from applicants.
  • Conducted thorough reference checks on prospective employees to verify qualifications and mitigate potential risks.
  • Established strong relationships with hiring managers to understand their specific needs and fill open positions quickly.
  • Reached out to qualified referral candidates to obtain applications.
  • Maintained accurate records of all recruitment activities, ensuring compliance with company policies and legal requirements.
  • Negotiated with external agencies for temporary staffing, ensuring budgetary alignment.
  • Reduced time-to-hire by establishing strong relationships with potential candidates through proactive communication.
  • Collaborated with HR team to update job descriptions, reflecting current needs and industry standards.
  • Boosted team efficiency, implemented digital tracking system for applicant progress.
  • Coordinated with hiring managers to understand specific role requirements, leading to more targeted candidate searches.
  • Completed human resource operational requirements by scheduling and assigning employees.
  • Advocated for staff members, helping to identify and resolve conflicts.

Night Shift Lead

Dairy Queen
01.2022 - 12.2022
  • Ensured smooth handover between shifts by maintaining clear communication channels with day shift leads.
  • Maintained a safe work environment by enforcing safety protocols and conducting regular inspections.
  • Resolved conflicts among team members, fostering a respectful and collaborative work atmosphere.
  • Collaborated closely with quality control teams to maintain high-quality standards throughout nighttime operations.
  • Conducted thorough end-of-shift reports detailing any issues encountered throughout the night, allowing for prompt resolution before the start of the next workday.
  • Streamlined inventory management processes, reducing stock discrepancies and improving order fulfillment rates during the night shift.
  • Developed strong working relationships with vendors to ensure timely deliveries of materials required for overnight production needs.
  • Provided ongoing training to night shift staff, ensuring up-to-date knowledge of company policies and procedures.
  • Assisted customers with complaints, questions, and concerns.
  • Managed communication between associates and management, addressing key issues and needs.
  • Maintained stock of products and ordered new products when stock was running low.
  • Trained staff members to perform inventory management, customer service and maintenance.
  • Upheld federal safety standards and environmental disposal protocols.
  • Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
  • Maintained organized work area by cleaning and removing hazards.
  • Trained new production staff members on safe and efficient production procedures and proper machine operations.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards.

Outbound Customer Service Representative

Turn Key Solutions
02.2014 - 09.2019
  • Delivered constructive suggestions to supervisor for improving outbound sales development processes.
  • Executed outbound Type calls and converted Number% of calls into sales.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Educated customers on offerings and upsold products and services to increase revenue.
  • Met established attendance expectations and team revenue goals to achieve company objectives.
  • Delivered consistent Type activity to achieve monthly and quarterly goals and objectives.
  • Collaborated with team members to share best practices and improve overall performance.
  • Achieved high levels of customer satisfaction with timely follow-ups on outstanding issues.
  • Maintained a high level of professionalism while handling difficult or irate customers.
  • Streamlined call processes, ensuring efficient use of time and resources for each interaction.
  • Displayed empathy towards customers'' needs, creating a positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Education

High School Diploma -

Ronald C Bauer
Phoenix, AZ
05.2014

Skills

Customer Service

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Circle K
10.2023 - Current

Recruiting Coordinator

Hello Fresh
12.2022 - 10.2023

Night Shift Lead

Dairy Queen
01.2022 - 12.2022

Outbound Customer Service Representative

Turn Key Solutions
02.2014 - 09.2019

High School Diploma -

Ronald C Bauer

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Lorena Leon