Luz Esperanza Acosta Severino
Lawrence,MA
Summary
Dynamic and results-oriented professional with a proven track record at The NAN Project, adept in customer engagement and team management. Excelled in fostering brand awareness and enhancing customer satisfaction, achieving a significant increase in community collaboration. Skilled in social media management and multilingual communication, consistently surpassing productivity goals through effective policy analysis and event coordination.
Overview
7
7
years of professional experience
Work History
Ambassador
The NAN Project
12.2017 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Served as organization ambassador at various charity events, promoting mission and values.
- Resolved conflicts between staff members and community members in diplomatic manner.
- Represented organization at professional conferences, delivering engaging presentations to diverse audiences.
Picker Packer
Amazon
11.2023 - 08.2024
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Prepared shipments for safe transportation by securely wrapping pallets and labeling packages according to company guidelines.
- Reduced shipping errors by thoroughly checking each item before packaging for shipment.
- Maintained warehouse cleanliness and safety, conducting regular inspections to prevent hazards or accidents.
- Consistently met daily quotas while maintaining high-quality standards in product handling during the picking process.
- Demonstrated ability to multitask while maintaining attention to detail, resulting in more accurate order fulfillment rates over time.
- Collaborated with team members to improve overall productivity and meet tight deadlines in a fast-paced environment.
- Expedited order processing by utilizing a barcode scanner to accurately select items from shelves.
- Assisted with loading and unloading trucks, ensuring proper handling of fragile items to minimize breakage or damage.
- Demonstrated adaptability during peak season periods by quickly adjusting to increased workloads and demands.
- Improved efficiency within the team by sharing knowledge of optimal picking routines.
Customer Service Cashier
American Food Basket
02.2019 - 03.2023
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
Customer Service Representative
Family Dollar
01.2018 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Education
GED -
Lawrence High School
Lawrence, MA07.2022
Skills
- Customer Engagement
- Team Management
- Product Knowledge
- Brand Awareness
- Customer Education
- Demonstrations
- Social Media Management
- Diverse cultural understanding
- Product Recommendations
- Event Coordination
- Policy analysis
- Social Perceptiveness
- Multilingual Proficiency
Timeline
Picker Packer
Amazon
11.2023 - 08.2024
Customer Service Cashier
American Food Basket
02.2019 - 03.2023
Customer Service Representative
Family Dollar
01.2018 - 02.2019
Ambassador
The NAN Project
12.2017 - Current
GED -
Lawrence High School
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