Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

Marcy Cazares

Los Angeles,CA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Retail professional with extensive knowledge of fashion industry and current trends. Enjoys helping customers find stylish and affordable clothing and accessories. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Closet World
City of Industry, CA
06.2021 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Updated account information to maintain customer records.
  • Recorded account information to open new customer accounts.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Cross-trained and backed up other customer service managers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Communicated professionally with colleagues, freelancers and clients.
  • Educated customers about billing, payment processing and support policies and procedures.

Assistant Manager

Dollar Tree Stores
Compton, CA
12.2019 - 01.2021
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Reduced financial discrepancies to minimize threats to health and productivity of business.
  • Recognized staff for contributions to company success to foster engagement and increase productivity.
  • Developed organizational structure to outline and direct rules, roles and responsibilities.
  • Monitored security to protect employees, customers and property.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Area Supervisor

DD's Discount Store
Carson, CA
06.2015 - 09.2019
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Collaborated with internal teams to streamline operations across materials handling, production and shipping.
  • Planned sequence of operations and established schedule.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Tracked hours and inventory usage, and prepared associated reports.
  • Trained newly hired sales team in upselling techniques.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
  • Examined incoming inventory, merchandised shelves and prevented shrinkage.
  • Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Mentored new sales associates to contribute to store's positive culture.

Education

Associate of Arts - Criminal Justice

Los Angeles City College
Los Angeles, CA
06.2018

High School Diploma -

Bell Senior High School
Bell, CA
06.2010

Skills

  • Inbound and Outbound Calling
  • POS systems expert
  • Retail materials management
  • Multi-line phone talent
  • Key holder experience
  • Staff education and training
  • Stocking and replenishing
  • Service standard compliance
  • Recordkeeping strengths
  • Data Collection
  • Payment Processing
  • Cash Handling
  • Payment Collection
  • Store Operations
  • Billing Systems
  • Till counting
  • Bilingual Spanish
  • Call center operations
  • Route dispatch

Certification

  • Licensed - Finger Print Tech

Timeline

Customer Service Representative

Closet World
06.2021 - Current

Assistant Manager

Dollar Tree Stores
12.2019 - 01.2021

Area Supervisor

DD's Discount Store
06.2015 - 09.2019

Associate of Arts - Criminal Justice

Los Angeles City College

High School Diploma -

Bell Senior High School

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Marcy Cazares