Luis D Melero
El Paso,Texas
Summary
Dynamic professional with a proven track record at Wal*Mart, adept in relationship building and workflow optimization. Excelled in enhancing customer experiences through meticulous attention to detail and bilingual communication skills, significantly contributing to loss prevention and customer satisfaction. Skilled in multitasking and prioritization, ready to bring honesty and integrity to new challenges.
Overview
9
9
years of professional experience
Work History
Asset Protection (AP) Customer Host
Wal*Mart
El Paso, Texas
11.2020 - 12.2024
- Company Overview: Largest retailer in the U.S
- Warly greeted and assisted 600+ customers per day for the largest retailer in the U.S
- Processed returns and exchanges for 200+ items per shift, ensuring compliance with company policies and minimizing loss
- Replenished shelves with 2,000+ products per shift, maintaining clean aisle organization to enhance customer experience
- Being visible at the entrance to deter criminal activity
- Observing customer and associate behavior
- Deactivating security tags
- Checking receipts for large, un-bagged, high-value items
- Resolving alarm activations
- Thanking customers as they leave the store
- Handling claims and returns properly
- Arranging and organizing merchandise and supplies
- Identifying shrink and damages
- Carrying out emergency response procedures
- Ensuring security and safety practices are in place and are followed
- Largest retailer in the U.S
Customer Service Representative
Alorica
El Paso, Texas
03.2016 - 01.2020
- Directed daily call volume to ensure all calls were being answered and serve as the first point of contact to make sure customers were being serviced in an appropriate manner and deliver excellent customer service
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls to supervisor when necessary and appropriate
- Responds to requests for assistance and/or possible processing of credit card authorizations
- Tracks call-related information for auditing and reporting purposes
- Provides feedback reports on call issues related to downtime and/or training issues
- Upsells to customers as necessary
- Diffuse irate customer calls as applicable
- Provide other agent support via handling escalated calls, as needed
- Ensure high level customer service is being practiced by all subordinate staff
Education
High School Diploma -
Bel Air High School
06.2013
Some College (No Degree) - Business Accountancy
The University of Texas At El Paso
El Paso, TXSkills
- Relationship Building
- Willing to learn new things
- Bilingual
- Multitasking and Organization
- Report Preparation and Analysis
- Workflow Optimization
- Friendly and Relatable
- Attention to Detail
- Honesty and Integrity
- Cleaning and Sanitizing
- Customer Transactions
- Payment Processing
- Customer Assistance
- Multitasking and Prioritization
Timeline
Asset Protection (AP) Customer Host
Wal*Mart
11.2020 - 12.2024
Customer Service Representative
Alorica
03.2016 - 01.2020
High School Diploma -
Bel Air High School
Some College (No Degree) - Business Accountancy
The University of Texas At El Paso
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