Melanie Vizcarra Madrigal
Lindon
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
3
3
years of professional experience
Work History
Customer services representative
DoTerra
Pleasant Grove
06.2024 - 01.2025
- Assessing Customer Needs: Ask questions to understand the customer's specific needs (product type, size, quantity, delivery preferences) to help them find the right items
- Upselling & Promotions: Actively promote store promotions, loyalty programs, and special offers to customers
- Handling Customer Inquiries: Respond to customer questions and concerns through various channels (in-person, phone, email, chat), providing clear, accurate information
- Customer Experience Enhancement: Strive to create a positive and welcoming environment for all customers, ensuring a high level of customer satisfaction
- Company Policies & Procedures Knowledge: Be well-versed in the store's return policy, warranty information, and store regulations, and communicate these to customers when necessary
- Team Collaboration: Work alongside other team members to ensure smooth operations, assist in training new employees, and support the achievement of team goals
- Multitasking: Balance multiple tasks simultaneously, such as answering customer queries, processing transactions, and assisting with store tasks or duties
- Follow-Up: Ensure customer concerns are properly followed up, and ensure customers leave satisfied with the resolution
- Answering Calls Promptly: Ensure calls are answered in a timely manner, within company-specified time limits, to minimize wait times and create a positive first impression
- Clear Communication: Speak clearly and calmly, using simple, professional language to explain solutions or instructions
- Empathy and Reassurance: Acknowledge customer frustrations and express empathy, offering reassurance that their concerns will be addressed
- Problem Solving & Resolution: Offer immediate solutions when possible, and escalate issues to the appropriate department if necessary, ensuring the customer feels supported
- Handling Difficult situations: Remain patient and calm when managing difficult or upset customers, employing de-escalation techniques to prevent conflicts
- Timely Responses: Respond to customer emails within the company's service-level agreement (SLA), ensuring quick and efficient communication
- Attachments & Resources: Attach relevant files, such as guides, product documentation, or warranty information, to assist the customer in resolving their issue
Cashier/customer service representative
Walmart
Lindon
01.2022 - 12.2023
- Customer Transactions: Accurately process customer purchases through the point-of-sale (POS) system, including scanning items, entering discounts, and processing payments via cash, credit/debit cards, or digital payments
- Money Handling: Count and give back change correctly, ensuring accurate cash handling and balancing at the end of each shift
- Receipt Management: Provide receipts for all transactions and address any questions or concerns regarding the receipt
- Product Knowledge: Be familiar with product pricing, promotions, and store policies to assist customers effectively
- Check for Age Restrictions: Verify identification for age-restricted items (alcohol, tobacco, etc.) to ensure compliance with legal regulations
- Bagging/Packaging Purchases: Efficiently bag or package purchases in a manner that ensures items are secure and protected
- Maintain Cash Drawer: Regularly check and maintain the cash drawer for proper cash levels and organize bills and coins
- Customer Assistance: Offer assistance with product location, suggestions, and information about store services or policies
Education
High School Diploma -
Pleasant Grove High
Pleasant Grove, UT05.2024
Skills
- Fluent in English and Spanish
- Customer service
- Communication
- Reliability
- Professionalism
- High-quality service
- Work ethic
- Collaboration
- Team player
- Positive work environment
- Team goals
- Managing customer inquiries
- Resolving issues
- Customer satisfaction
- Adaptability
- Responsibility
- Meeting deadlines
- Attention to detail
- Accountability
Timeline
Customer services representative
DoTerra
06.2024 - 01.2025
Cashier/customer service representative
Walmart
01.2022 - 12.2023
High School Diploma -
Pleasant Grove High