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
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
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
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