Lorna Benitez Santos
San Antonio,TX
Summary
Versatile, enthusiastic, positive with positive mindset Team Member ready to take on any required task and adapt to changing conditions with resourceful and hardworking mindset. Dedicated to business success, eager to learn more about customer service skills and to advance professionally. Holds quality and teamwork in high esteem. Looking for the best practice to take care of the customer under the company policies. Listening carefully and paying attention to details. Hard-working and reliable.
Reliable Team Member with solid background meeting and exceeding production demands. Efficiently carries out physically demanding work by keeping supplies organized, following orders and using industrial equipment to move loads. Inspects and repairs machines regularly for optimal performance.
Overview
22
22
years of professional experience
Work History
Team Associate
Walmart
San Antonio, TX
04.2023 - Current
- Provided customer service to clients, including resolving complaints and answering inquiries.
- Assisted in the development of team strategies and goals.
- Maintained inventory records and tracked deliveries.
- Receive a d check in merchandise.
- Keep an accurate inventory.
- Report any discrepancy on merchandise.
- Processing claims for any missing, damage, merchandise from the warehouse.
- Processing Recall on time to receive credit.
- Coordinated with other departments to ensure timely delivery of projects.
- Tracked project progress and created reports for management review.
- Organized documents and files related to the merchandiser process and check in for easy access by all team members.
Customer Service Team Lead
Walmart
San Antonio, TX
06.2002 - Current
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
- Identified trends in customer requests and developed solutions to address them proactively.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Developed strategies to increase sales volume based on customer feedback analysis.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
- Implemented new systems and technologies designed to improve efficiency and accuracy.
- Enforced compliance with company standards related to safety, security, quality assurance.
- Acted as a liaison between customers and internal teams such as IT support or product development.
- Responded quickly and professionally to any incoming emails from customers seeking assistance.
- Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Teacher, Grade 1
Department of Education of Puerto Rico
Carolina , PR
08.2005 - 05.2006
- Developed and implemented lesson plans that integrated technology into the curriculum.
- Conducted assessments to evaluate student performance and progress.
- Provided individualized instruction to meet students' diverse learning needs.
- Utilized positive reinforcement techniques to motivate student success.
- Established clear objectives for all lessons, units, and projects.
- Organized activities that promoted physical, mental, and social development of students.
- Created a safe environment where students could express their ideas freely and openly.
- Encouraged respect for diversity in the classroom through interactive discussions.
- Incorporated hands-on activities into the curriculum to engage students in active learning.
- Facilitated small group work to foster collaboration among peers.
- Adapted teaching methods and materials to accommodate individual differences in learners.
- Maintained accurate records of student performance data on an ongoing basis.
- Attended professional development workshops to stay abreast of current educational trends.
- Monitored student behavior in order to maintain a safe learning environment.
- Assisted struggling students with developing effective study habits and organizational skills.
- Supported English language learners by incorporating multiple language strategies into instruction.
- Communicated regularly with parents regarding student progress and academic goals.
- Created safe, nurturing environment of trust and respect.
- Handled challenging classroom behaviors with positive and affirming techniques.
- Maintained safe, clean and organized classroom environment.
- Attended in-service training and professional development courses to stay on top of policy and education changes.
- Implemented multiple methods to improve student educational success.
Education
Bachelor of Arts - Elementary Education
University of Puerto Rico
San Juan, PR05-2005
Skills
- Meeting facilitation
- Decision-making capabilities
- Cleaning
- Workplace Safety
- Equipment Operation
- Customer Service
- Cash Handling
- Following Instructions
- Complaint resolution
- Call Center Operations
- Technical Support
- Money Handling
- Positive Attitude
- Problem-Solving
- Fluent in Spanish and English
- Heavy Lifting
- Creativity and Innovation
- Organizing Work Stations
- Lift 45 pounds
- Chemical Handling
- Safety understanding
- Teamwork and Collaboration
- Collaboration and Teamwork
- Budgeting and finance
Timeline
Team Associate
Walmart
04.2023 - Current
Teacher, Grade 1
Department of Education of Puerto Rico
08.2005 - 05.2006
Customer Service Team Lead
Walmart
06.2002 - Current
Bachelor of Arts - Elementary Education
University of Puerto Rico