Mercedes Ochoa
Plainfield,IL
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. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Call Center Representative
Safeway Insurance
Westmont, IL
09/14/16 - Current
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Developed effective working relationships with team members across multiple departments.
Sales Associate
AT&T
Bolingbrook, IL
07.2007 - 06.2015
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Engaged customers in friendly, professional dialogue to determine needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Developed trusting relationships with customers by making personal connections.
- Assessed customer needs to provide assistance and information on product features.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Collected payments and provided accurate change.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Processed transactions using a point-of-sale system.
- Used technology resources to assist customers in locating and selecting items.
- Upsold additional items based on customer interests and needs.
- Demonstrated product features and benefits for customers' needs.
- Attended weekly team meetings to review performance goals and objectives.
- Analyzed customer feedback data to recommend improvements in service quality.
- Suggested ideas for improving store operations and increasing profits.
- Collaborated with management teams to develop innovative marketing strategies.
- Tracked sales performance metrics to identify trends in the market place.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Scheduled shifts for fellow associates during peak traffic times.
- Greeted customers to determine wants or needs.
- Answered store and merchandise questions and led customers to wanted items.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Computed purchases and received and processed cash or credit payment.
- Ticketed, arranged and displayed merchandise to promote sales.
- Described merchandise and explained use, operation and care.
- Placed special orders or called other stores to find desired items.
- Maintained records related to sales for store management.
Education
Some College (No Degree) - Minor in Psychology And Business Admin
Northeastern University
Chicago, ILSkills
- Task Prioritization
- Remote Office Availability
- Microsoft Word
- Customer Service
- Teamwork and Collaboration
- Relationship Building
- Analytical and Critical Thinking
- Communication
- Leadership
- Dependable and Responsible
- Cultural Awareness
- Conflict Resolution
- Decision-Making
- Computer Skills
- Active Listening
Languages
Spanish
Professional
Timeline
Sales Associate
AT&T
07.2007 - 06.2015
Call Center Representative
Safeway Insurance
09/14/16 - Current
Some College (No Degree) - Minor in Psychology And Business Admin
Northeastern University
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