Maria Tello
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Customer Care
Raymour & Flanigan Furniture And Mattress Store
03.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Communicated with customers to identify needs and expectations.
- Took ownership of customers issues to follow problems through to resolution.
- Kept accurate records of all customer interactions and transactions.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Assigned and designated job territories to customer care staff according to performance and history.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Dual Store Manager
Old Navy, Gap
01.2019 - 11.2021
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reduced operational risks while organizing data to forecast performance trends.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons during covid.
Operations Manager
Lord And Taylor
01.2005 - 03.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Market Lead of Operations
Lord And Taylor
03.2010 - 01.2019
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Traveled to over 5 locations per week to manage each store and perform reviews of individual managers and employees.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Spearheaded operational procedures and processes to improve efficiency and optimize operations.
- Developed processes to save on costs and prevent losses.
- Collaborated with cross-functional teams to align operations with corporate objectives.
Education
Bachelor of Arts - Secondary Education Spanish Literature
Western Connecticut State University
Danbury, CT06.2010
Skills
- Customer Response
- Call Center Operations
- Excellent Problem-Solving Abilities
- Staff Training
- Payment Processing
- Escalation Management
- Performance Improvement
- Customer Management Procedures Knowledge
- Customer Service Background
- New Hire Onboarding
- Customer Billing
- Appointment Scheduling
Certification
- Emerging Leaders Training 2021
- Impact Leadership 2022
- Foundations of Customer care 2022
- Foundations of Business 2023
Languages
Spanish
Native or Bilingual
Timeline
Director of Customer Care
Raymour & Flanigan Furniture And Mattress Store
03.2021 - Current
Dual Store Manager
Old Navy, Gap
01.2019 - 11.2021
Market Lead of Operations
Lord And Taylor
03.2010 - 01.2019
Operations Manager
Lord And Taylor
01.2005 - 03.2019
Bachelor of Arts - Secondary Education Spanish Literature
Western Connecticut State University
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