Summary
Overview
Work History
Education
Skills
LANGUAGE
Timeline
Generic

Lucia Vigil

Arlington,Texas

Summary

Experienced bilingual customer service professional with a proven track record in fast paced, remote support environments. Effective at managing high volume chats, calls, and emails with empathy and efficiency. Strong communication skills, problem solving abilities, and collaborative teamwork approach. Keen eye for detail and genuine passion for exceptional customer experiences.

Overview

7
7
years of professional experience

Work History

Customer Service representative

TJMAXX
07.2024 - Current
  • Drove sales by recommending complementary products, locating out ofstock items, and suggesting online exclusives. resulting in a 15-20% increase in average order value
  • Used internal systems to process refunds, issue credits, and troubleshoot technical issues related to online orders and the app.
  • Processed credit, debit, and accurate processing payments and handling cash, credit, and debit transactions.
  • Trained in soft sales techniques, actively identifying upsell opportunities and turning service calls into revenue-generating interactions.
  • Handled customer inquiries with professionalism, offering detailed product descriptions and resolving issues to ensure a positive shopping experience.
  • Adapted quickly to seasonal product knowledge, promotional updates, and policy changes in a fast paced, remote retail environment.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.

Contact Center Representative

Home Depot
01.2022 - 07.2024
  • Provided high quality customer support via phone, email, and chat for product inquiries, order issues, and service concerns.
  • Delivered fast, friendly, and solutions focused support to over 60+ customers per day via phone, chat, and email, consistently exceeding satisfaction goals.
  • Navigated multiple systems simultaneously to manage orders, track shipments, process returns, and update customer accounts.
  • Maintained accurate documentation of customer interactions using CRM tools such as Salesforce and internal ticketing systems.
  • Handled 3 to4 simultaneous chat sessions while maintaining a 95% customerr satisfaction score and exceeding average response time kpis .
  • Collaborated daily through platforms like Microsoft Teams and Zoom to stay aligned with team updates, targets, and training in a fully remote setup.
  • Handled high volume calls during peak seasons with minimal escalations.
  • Maintained detailed case notes and handled confidential customer information with accuracy and discretion.
  • Supported cross functional tasks like follow up emails, ticket creation , and order updates while managing live chats.

Warehouse Clerk

Mouser Electronics
07.2018 - 01.2022
  • Maintained accurate inventory records and performed regular data entry using Excel and NetSuite.
  • Communicated with vendors, carriers, and internal departments via phone and email to coordinate incoming and outgoing shipments.
  • Created and updated shipping labels, order sheets, and tracking logs.
  • Supported daily operations by ensuring documentation accuracy and compliance with company standards.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

High School -

Sam Houston High School
01.2014

Skills

  • Live chat support
  • Call de-escalation techniques
  • CRM Software
  • Upselling & cross selling
  • Multitasking across systems
  • Data entry & accuracy
  • Bilingual customer support
  • Manage high volume, and fast paced environments
  • Active listening & empathy
  • Adaptability & self motivated

LANGUAGE

English (Fluent)
Spanish (Fluent)

Timeline

Customer Service representative

TJMAXX
07.2024 - Current

Contact Center Representative

Home Depot
01.2022 - 07.2024

Warehouse Clerk

Mouser Electronics
07.2018 - 01.2022

High School -

Sam Houston High School

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