Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Ojeda

Summary

I am a Quality Assurance Specialist with extensive experience in customer service and sales. I am currently seeking a career opportunity to enhance my professional skills and expertise in my field. I am confident that my strong background and dedication to quality assurance will enable me to excel in any role I undertake.

Overview

13
13
years of professional experience

Work History

Sales Assistant

Pacificard
01.2011 - 01.2012
  • Call customers to buy the new Pacificard credit card
  • Fill up the Payroll Paid of customers
  • Access to the company's system to fill customer requests via online
  • Search for customer's phone numbers to call them to update or verify their database
  • Fill up the Credit Card Application for new customers.

Expeditor, Sales Associate, Recovery Associate

Macy's
01.2014 - 03.2016
  • Recovery - 2 months
  • Shoe, - 1 year and
  • I had to fix and organize the tables and the clearance area of my department
  • Shoe Expeditor Duties and Responsibilities:
  • I had to pick up the boxes for the Sales Associates
  • Scan the bins of the inventory one day per week
  • Rebox the shoes that didn't have a ticket to process it again to the inventory
  • Do mismates for the missing pairs
  • Scan and process the non congruent returns of customers from other stores
  • Check the holds every day in the morning
  • Double scan the boxes when the sales associates returned it
  • Fix the bins of the inventory.

Sales Associate/Customer Service

Macy's
03.2014 - 04.2016
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store systems for merchandise at other sites.
  • Prepared merchandise for the sales floor by pricing or tagging.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.

Customer Service Representative

Follett Corporation
04.2016 - 08.2016
  • This position focuses on providing exceptional customer service
  • Greets customers, assists customers with store inquiries, answers the phone and/or directs callers,rings up purchases using the POS system
  • Use safe money handling procedures and secure transaction practices
  • Assist with training new team members
  • Ensures the sales floor is fully stocked and items priced properly.

Sales Associate

JCPenney
12.2018 - 01.2019
  • Customer Service & Sales – Greets and assists customers while providing excellent customer service.Demonstrates WORTH behaviors consistently
  • Partners where needed for additional support
  • Actively and enthusiastically engages customers while working to resolve problems and assist with credit, rewards and gift card programs
  • Promotes
  • Findmore and other programs intended to drive sales and enhance customer service
  • Checkout Standards – Completes checkout processes including returns and re-ticketing
  • Assists with the signing and merchandising standards at all checkouts while stocking and merchandising Impulse Fixtures and replenishment
  • Proactively calls for assistance when additional help is needed in checkout
  • Utilizes Point of Sale on Mobile Warrior device to support line management
  • General
  • Operations – Assists with Omnichannel efforts as needed
  • Assists with recovery, put backsand fitting room maintenance as needed
  • Participates in annual inventory processes
  • Performance Standards – Supports company shrink and safety initiatives
  • Meets established performance standards for the role on a consistent basis, including (but not limited to) the company's iCAP program, product and service sales, customer service, profit, productivity, and attendance., :
  • Provide an exceptional customer experience by ensuring the customer is always the priority
  • Assist customers in all aspects of total store fulfillment and have the ability to satisfy the needs of our digital and physical customers by making appropriate partnerships when necessary
  • Determine customer needs based on personal features and other customer preference related factors;suggest additional merchandise to compliment customer selection
  • Demonstrate knowledge of store products and services to build sales and minimize returns, includingMacy's Loyalty Programs
  • Be proficient in POS systems including but not limited to Search and Send and My Client
  • Proactively assist customers who are using devices to shop and compare, whether Macy's devices or their own
  • Develop new business and expand client base through networking, suggestive selling and on the floor presence
  • Maintain department recovery standards; including fitting room go backs to standard, if applicable
  • Retrieve additional merchandise for customers as requested
  • Assist the Support Colleague Team in the movement of fixtures and merchandise for new product,season changes, and clearance sets
  • Assist in inventory and markdown process
  • Adhere to Asset Protection and inventory control and compliance procedures
  • Follows shortage programs and procedures
  • Perform these and other functions in an efficient manner, as directed by the Supervisor
  • Regular, dependable attendance and punctuality

Support Services Coordinator

Norwegian Cruise Line
02.2019 - 06.2021
  • Make manual adjustments, apply payments, offer upgrades, travel protection, dining and handle all other aspects of the booking process
  • Set up Family and Friends and special fares (within 24-72 hours)
  • Deactivate Family &
  • Friends forshipboard and shoreside employees
  • Deactivate employee cruise discounts for terminated shipside and shoreside team members
  • Recommend changes to department Standard Operating Procedures as needed
  • Work together with internal and external customers to determine and address inquiries, concerns and resolve complaints from guests through telephone or email
  • Review and correct guest profiles that have been incorrectly merged either by the system or team members
  • Verify that each guest's cruise history is correctly restored
  • Process requests from guests, agents and internal shipside and shoreside team members to merge duplicate client profiles
  • Work all requests received from travel partners, guests, or Personal Cruise Consultants for missing cruise history, changes Latitude numbers, address, name changes, insufficient points credited, for removal from our mailing lists, etc
  • Refer telephone calls, emails or faxes to appropriate areas for response directly to the guest; take appropriate steps to ensure that internal departments receive and respond to requests in a timely manner
  • Develop creative solutions to problems while considering the cost to the company and the ability to increase the company's goodwill in the eyes of the guest/travel partner
  • Review and process all necessary work related exception reports as requested by

Customer Service Representative

BMGmoney
11.2021 - 02.2023
  • Provides knowledge and expertise to all customers and business partners to effectively resolve any service-related concerns
  • Must balance both the needs of the customer and the business while supporting service recovery initiatives through three focus areas: research, service (via phone, chat, email, text message), and operations
  • Research, analyze, and resolve customer (internal and external) concerns in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions that are appropriate
  • Maintain constant ownership of workload by managing emails, social media, chat, and text messages for areas of responsibility to ensure response time goals are met
  • Assists in the development, testing, and communication of operational policies and procedures by identifying service problems and assisting with root cause analysis
  • Establishes and maintains positive working relationships with coworkers and partners
  • Must maintain an up-to-date skill set
  • Maintain confidentiality
  • Other duties as assigned.

Quality Assurance Specialist

Palace Resorts Global Reservations
02.2023 - Current
  • Monthly monitoring of Call Center, Live Chat and Emails
  • Performs coaching and documents all assigned Agent/Representative monthly evaluations
  • Identifies in-house quality performance issues both Hardware and Software
  • Maintains organized monthly agent coaching schedule with Resource Planning
  • Management
  • Maintains Quality Assurance databases, reports, and files via Sharepoint
  • Prepares, performs, and documents personnel training to ensure Call Center staff receives appropriate training and understanding of Quality Assurance policies
  • Assists in Quality Assurance release policy updates and/or changes.

Education

Associate of Arts - Marketing Management And Research

Miami Dade College
Miami, FL
05.2019

High School Diploma -

Unidad Educativa Maria Auxiliadora
Guayaquil, Ecuador
01.2013

Skills

  • Photoshop
  • Adobe Illustrator
  • Microsoft Word
  • Microsoft Excel
  • Powerpoint
  • Outlook
  • SharePoint
  • Computer literacy
  • Multitasking
  • Fast Learning
  • Build positive, effective customer relationships
  • Bilingual Fluent in Spanish and English
  • Time Management
  • Inbound/Outbound calls
  • CSR skills
  • Sales

Timeline

Quality Assurance Specialist

Palace Resorts Global Reservations
02.2023 - Current

Customer Service Representative

BMGmoney
11.2021 - 02.2023

Support Services Coordinator

Norwegian Cruise Line
02.2019 - 06.2021

Sales Associate

JCPenney
12.2018 - 01.2019

Customer Service Representative

Follett Corporation
04.2016 - 08.2016

Sales Associate/Customer Service

Macy's
03.2014 - 04.2016

Expeditor, Sales Associate, Recovery Associate

Macy's
01.2014 - 03.2016

Sales Assistant

Pacificard
01.2011 - 01.2012

Associate of Arts - Marketing Management And Research

Miami Dade College

High School Diploma -

Unidad Educativa Maria Auxiliadora

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Maria Ojeda