Maritza Gomez
Chula Vista,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Girl Scouts San Diego-Imperial Council
San Diego, CA
06.2019 - Current
- Delivered customer support to high call load each shift.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Answered customer inquiries over the phone and via email.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Resolved customer complaints promptly and professionally.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Retail Sales Associate
Girl Scouts San Diego-Imperial Council
San Diego, CA
01.2018 - 06.2019
- Greeted customers upon entering the store and provided assistance.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Offered suggestions for additional items that may be of interest to customers.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Answered questions about current promotions and resolved issues according to store policies.
- Reported any discrepancies in inventory counts or pricing issues promptly.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Greeted customers to determine wants or needs.
- Arranged merchandise for display to highlight new styles, attract customers, and enhance sales.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Cleaned shelves, counters and tables to maintain organized store.
- Organized store by returning merchandise to proper areas and restocked displays.
- Promoted special offers and discounts to encourage additional purchases.
- Processed returned merchandise according to company policies.
- Placed special orders or called other stores to find desired items.
- Kept informed about new products arriving at the store on a regular basis.
- Helped customers by answering questions and locating merchandise.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Hillcrest High School
Inglewood, CA06-2000
Child Development
Los Angeles Southwest College
Los Angeles, CASkills
- Customer Service
- Payment Processing
- Email Correspondence
- Order Processing
- Product Education
- Conflict Mediation
- Problem Resolution
- Complaint Handling
- Call Documentation
- De-Escalation Techniques
- Product Knowledge
- Inbound and Outbound Calling
- Data Management
- Report Generation
Languages
Spanish
Professional
Timeline
Customer Care Representative
Girl Scouts San Diego-Imperial Council
06.2019 - Current
Retail Sales Associate
Girl Scouts San Diego-Imperial Council
01.2018 - 06.2019
High School Diploma -
Hillcrest High School
Child Development
Los Angeles Southwest College
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