Maricela Gallardo

• Supervised daily customer service operations and staff performance.
• Trained team members on service protocols and conflict resolution techniques.
• Assisted customers with inquiries, complaints, and product returns effectively.
• Developed schedules to ensure adequate coverage during peak hours.
• Resolved escalated customer issues by employing strong negotiation skills.
• Answered phone calls and responded to questions and concerns.
• Resolved escalated customer disputes promptly while maintaining good relationships with customers.
• Provided guidance and support to junior customer service representatives, including coaching and mentoring.
• Collaborated closely with upper management on projects involving new initiatives or improvements
• within the department.
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
• Assisted staff with resolving complex customer issues and implementing targeted solutions.
• Evaluated and authenticated returns, exchanges, and voids.
• Interviewed, hired, and trained staff to meet company objectives.
• Processed Amazon returns/pick-ups for the customer.

• Assisted customers with product selection and inquiries throughout the store.
• Handled cash register operations, ensuring accurate transactions and customer service.
• Collaborated with team members to achieve daily operational goals and tasks.
• Processed returns and exchanges, maintaining a positive customer interaction experience.
• Trained new staff on store policies, procedures, and customer service standards.
• Organized merchandise displays to enhance the shopping experience for customers.
• Engaged positively with each customer, providing professional and polite support for sales and service needs.
• Communicated regularly with other store staff members to coordinate activities and resolve conflicts.
• I cleaned and tidied the store to reduce health and safety hazards.
• Used knowledge of store items to advise or make product recommendations to customers.
• Processed customer payments using cash register and credit card machines.
• Helped customers make purchases by demonstrating, describing, and recommending products.
• Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
• Participated in training sessions related to new products or technologies used in the store.
• Inspected returned merchandise for damage before processing refunds or exchanges.
• Processed customer transactions quickly and accurately at the checkout.
• Processed Amazon returns for customers.

• Maintained clean and organized work areas for safety and efficiency.
• Collaborated with colleagues to streamline workflow processes effectively.
• Supported inventory management through accurate stocking and labeling practices.
• Performed physical activities requiring heavy lifting, walking, and standing for long periods of time.
• Cleaned the work area after job completion, ensuring all debris was properly disposed of.
• Loaded and unloaded daily material shipments, keeping products organized and secure to prevent damage and optimize handling.
• Transported heavy items from one location to another using hand trucks or carts.

As a member of the e-commerce team:

• Packed merchandise into boxes and containers in preparation for safe shipment.
• Protect items by wrapping them in cling film and tape.
• Prepared outgoing shipments by packaging, labeling, and loading onto delivery vehicles.
• Deliver an extraordinary customer experience by engaging customers and prioritizing customer needs over tasks.
• Pick items for customer orders.
• Properly prepare and pack customer orders for shipment using the correct materials, in a timely manner.
• Used scanners to track parcel information, condition, or receipt.
• Able to think quickly on the spot to answer customer questions.
• Able to take the initiative.
• Able to share brand knowledge.
• Stocked shelves with merchandise to ensure the availability of products for customers.
• Packed and unpacked items, checking breakables before stocking on shelves.
• Stocked shelves, racks, and bins with new or transferred merchandise.
• Managed work area cleanliness by following company guidelines for the organization.
• Assisted with physical inventories as needed by counting parts accurately and quickly.

• Customer Service. Includes answering telephones, conveying messages, greeting clients, determining needs, and responding to verbal, written, and electronic communications. Provides materials and publications in reference to specific requests concerning special events, attractions, education, relocation information, and demographics of the community.
• General Office Duties. Prepares and maintains reports and correspondence. Coordinates and executes emailing and/or faxing of leads to lodging properties. Maintains an office budget with the Executive Director’s guidance and approval. Assists with bid proposal creation, assembly, and dissemination. Assists with the maintenance and updates of the CVB website. Maintains office equipment, supplies inventories, and monitors the usage of materials. Maintains accurate reports of the distribution of materials.
• Inventory. Maintains an accurate and continuous inventory of all materials used or produced, including local, regional, and state publications by other agencies or entities, designs a filing system, and ensures the files are up to date, manages special projects as assigned, and expedites office supplies and materials as needed.
• CVB Promotions. Provides support services as needed at travel shows, fairs, events, and other exhibitions attended or hosted by the CVB. Provides conference service support for booked conventions, meetings, and special events within Geary County, including the production of name tags, assembly of welcome packets, and delivery. Assists and coordinates mailings, which include delivery and pick-up, monitors postage usage, and maintains and manages CVB client databases. Continuously promotes the communities, attractions, and events within Geary County. Organizes and utilizes CVB volunteers for the effective completion of the CVB’s obligations for special events and exhibits.
• CVB Advisory Board. Gathers detailed information and co-authors cooperative monthly calendars to include local, regional, and state websites, and publications for upcoming events and attractions. Prepares and distributes informational materials to board members for monthly meetings, as directed by the CVB director.

• Assists in the Career Development System of new students to explain the disciplinary system and penalties that may be incurred.
• Provides assistance and discusses infractions of Center rules and regulations with individual students based on Incident Reports from Residential Advisors, Instructors, and other staff.
• Assists in distributing weekly restriction lists to appropriate Center personnel.
• Assists in the maintenance of records of all activities relating to Center discipline.
• Informs students of appropriate appointments to appear before the Disciplinary Council or Student Personnel Officer.
• Assists in maintaining each student’s disciplinary record.
• Informs students of required disciplinary hearings and the appropriate procedures for disciplinary decisions.
• Assists in maintaining and submitting weekly activity reports, percentage of class attendance, number of infractions reports, dorm incidents, dorm cleanliness, etc.
• Assists in ensuring that students moving to another phase of the program meet disciplinary guidelines.
• Assists in establishing and maintaining a liaison with juvenile and law enforcement agencies in relation to their influence on the student population.
• Assists Student Personnel Officer in all aspects.
• Acts as Student Personnel Officer upon the absence of the said officer.
• Works towards meeting performance standard goals.
• Follows CDSS plan and Code of Conduct system daily.
• Adheres to required property control policies and procedures.
• Maintains good housekeeping in all areas and complies with safety practices.
• Complies with all DOL guidelines, OFCCP regulations, Quality Assurance Plan (QAP), Serrato policies and procedures, Job Corps notices and bulletins, and Center policies and procedures.
• Demonstrates and abides by Serrato Corporation’s core values and operating principles.
• Models, mentors, and monitors appropriate Career Success Standards.
• Helps students become more employable through continuous reinforcement.
• Participation in PRH-mandated staff training is mandatory. Failure to participate may result in disciplinary actions up to and including termination.
• Performs other duties as assigned.

• Documented, maintained and tracked prospective student applications.
• Recruited and found potential students for academic programs.
• Supported students with filling out college application forms.
• Improved relationships with multiple university departments to assure student success.
• Assisted students in career planning and provided scholarship facilities to deserving students.
• Received incoming calls from potential students and provided detailed information about institution.
• Collaborated with financial aid, education and career services departments to achieve student enrollment targets.
• Organized recruitment and admission events for prospective students.
• Brought in new students with effective outreach plans.
• Assisted students in understanding academic application processes, admissions requirements and financial aid options.
• Referred students to degree programs based on interests, aptitudes or educational assessments.
• Directed and participated in recruitment and enrollment activities.

• Assist with the recruitment and orientation of prospective program students;
• Foster student accountability, self-advocacy, self-awareness, and effective use of resources;
• Conduct student information sessions, informing/navigating students to available funding and support services;
• Work directly with ABE and program faculty and staff to help students persist and graduate;
• Develop / implement innovative retention and job placement program which meet student needs;
• Work with the Director of Workforce Development
• Establish relationships with industry and manufacturing employers to create connections for students related to job placement and opportunities;
• Educate / engage community with regards to the youth program, ABE and CCCC programs sharing information related to growth, needs, opportunities for involvement, etc.;
• Track and document progress of students;
• Provide education navigation for students throughout their training experience, including program selection, enrollment support, and regular contact to help students address barriers, persist and complete;
• Coordinate with existing college student services, other campus and community resources, to refer students as needed and provide wrap-around support;
• Work with industry partners to arrange and document engagement opportunities with students including mock interviews, classroom speakers and career mentors;
• Assist with increasing retention of students by such means as phone calls, text messages, and Social media contacts especially when students are absent, as well as postcards welcoming new students, encouraging notes or postcards, congratulatory cards, etc.;
• Meet all deadlines set by the Director of Workforce Development;
• Develop relationships with Geary, Clay, and Washington County;
• Meet with students to find out their eligibility for WIOA, coordinate WIOA funding review, meet with students and develop success plan;
• Help with social media content;
• Ability to work with diverse population;
• Interact cordially with coworkers to accomplish common tasks; and
• Perform other duties as assigned.