Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maritza Heredia

Wimauma,FL

Summary

Experienced Customer Service Supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

15
15
years of professional experience

Work History

Customer Service Supervisor

BURLINGTON COAT FACTORY, INC
02.2023 - Current
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Insurance Representative

Allstate Insurance Co
01.2015 - 03.2021
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Supported customers in insurance application completion while liaising between company and client.
  • Acted as emotional support for customers experiencing catastrophic situations.
  • Performed policy renewal and record retention.
  • Responded to customer requests for products, services, and company information.

Pharmacy Technician

CVS Pharmacy
01.2014 - 04.2016
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Stocked, labeled, and inventoried medication to keep accurate records.

Store Manager

Family Dollar
06.2011 - 01.2014
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.

Customer Service Team Lead

Target
04.2008 - 04.2011
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Education

High School Diploma -

Warren Harding High School
Bridgeport
06.2008

Skills

  • Contact Management Systems
  • Political Knowledge
  • Account Management
  • Workflow Schedules
  • Staff Assignments and Supervision
  • Team Meetings
  • Inventory Merchandising
  • Call Monitoring
  • Stockroom Management
  • Customer Service Management
  • Database Maintenance
  • Assignment Delegation

Timeline

Customer Service Supervisor

BURLINGTON COAT FACTORY, INC
02.2023 - Current

Insurance Representative

Allstate Insurance Co
01.2015 - 03.2021

Pharmacy Technician

CVS Pharmacy
01.2014 - 04.2016

Store Manager

Family Dollar
06.2011 - 01.2014

Customer Service Team Lead

Target
04.2008 - 04.2011

High School Diploma -

Warren Harding High School

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Maritza Heredia