Lydia Ponce
Cleburne,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Credit Card Authorizations Team Lead
Neiman Marcus
Dallas, TX
10.2012 - Current
- Taking multiple inbound calls from home but working them as if it were in a call center environment
- Calling out on orders where credit card did not approved to ask for another form of payment.
- JOB consists of working several orders per hour, My daily average exceeds the standard OPH (orders per hour)
- We assist customers by authorizing and approve card payments when payments fail to approve on online purchases
- Frequently using Excel to document the team’s production numbers and frequently using Microsoft teams for team chats and meetings
- Assist as the team's team leader when manager is not available to assign and complete the daily JOBS.
- Experienced in working with the escalations team at Neiman Marcus (Assist Escalations) during the “peak season”.
- Deescalating calls whenever the customers call in requesting to speak with the supervisor in charge looking for resolution regarding issues with their online ordering experience.
Account Manager / Sales Manager
Rent A Center Warehouse & Retail Store
Cleburne, TX
06.2005 - 10.2011
- Helping the customers to manage their rental accounts so that they did not become delinquent
- Collection calls, field visits, money handling
- Conducted regular follow-up calls with clients failing to pay bills.
- In charge of daily, weekly, monthly sales quotas, not only were they met but they were exceeded.
- In charge of setting up product displays that were currently being advertised as monthly specials
- In charge of inventory and product ordering
- Keeping up with profit logs and deposits, money handling.
Shift Leader
Whatabuger
Cleburne, TX
05.2002 - 06.2005
- Assisted the General Manager in managing the day shift employees.
- Received in truck orders made sure everything ordered was received
- Money handling with daily deposit counts and documentation of shift profit logs.
Education
High School Diploma -
Cleburne High School
Cleburne, TXSkills
- Call Center Operations
- Sales expertise
- Problem-Solving
- Overseeing Daily Activities
- Customer Service
- Bilingual, fluent in Spanish
Timeline
Credit Card Authorizations Team Lead
Neiman Marcus
10.2012 - Current
Account Manager / Sales Manager
Rent A Center Warehouse & Retail Store
06.2005 - 10.2011
Shift Leader
Whatabuger
05.2002 - 06.2005
High School Diploma -
Cleburne High School