Michelle Olivares
Alton
Summary
Experienced administrative professional with office management, data entry, and executive support. Proven ability to maintain confidentiality and deliver excellent customer service. In 6 months, improved document organization and coordinated office events to boost employee morale.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Foundever
02.2023 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Excelled in exceeding daily credit card application goals.
- Updated databases with new and modified customer data.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Administrative Assistant
Delina Chill
McAllen
01.2021 - 02.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts
Store Manager
Dollar Tree
Edinburg
12.2016 - 01.2021
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records
- Maintained inventory of office supplies and placed orders
- Monitored office supplies inventory, ensuring availability of essential items without overstocking
- Contributed to policy updates, researching regulations to ensure company compliance
- Managed filing system, entered data and completed other clerical tasks
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources
- Recruited, trained and supervised new employees
- Conducted daily store operations, including opening and closing procedures and cash handling
- Created weekly work schedules for store personnel
- Resolved customer complaints in a timely manner
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
- Trained and mentored associates to teach daily tasks and procedures
- Managed daily banking activities such as deposits and withdrawals
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage
- Oversaw inventory management through cycle counts, audits and shrinkage control
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues
- Monitored employee performance and identified performance gaps for corrective action
- Updated and maintained store signage and displays
- Monitored inventory levels and placed orders to restock shelves
- Established customer service standards and monitored staff compliance
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Ensured compliance with safety regulations and company policies
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service
- Developed strategies to maximize sales and profitability
- Preserved product quality by maintaining stockrooms and disposing of damaged items
- Updated POS system with new products and promotional offers
- Oversaw storewide merchandising benchmarks to maintain operational excellence
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines
- Prepared staff work schedules and assigned team members to specific duties
- Delegated work to staff, setting priorities and goals
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked
Education
in Criminal Justice -
University of Texas at Brownsville
Brownsville05.2013
High school diploma -
Lopez High School
Brownsville, TXSkills
- Attention to detail
- Bilingual
- Communication
- Computer Literacy
- Customer Service
- Management
- Mentoring
- Payroll
- Problem Solving
- Recruiting
- Retail Management
- Store Management Experience
- Supervising Experience
- Time management
- Customer service
- Data entry
- Conflict resolution
- Billing procedures
- Call handling
- Problem solving
- Effective communication
- Team collaboration
- Product knowledge
- Customer retention strategies
- Inbound call answering
- High-energy attitude
- Computer proficiency
- Problem-solving abilities
- CRM software proficiency
- Teamwork
- Microsoft outlook
- Multitasking
- Translation and interpretation services
- Excellent communication
- Call center procedures
- Administrative support
- Punctuality and reliability
- Understanding customer needs
- MS office
- Verbal and written communication
Kronos
Timeline
Customer Service Representative
Foundever
02.2023 - Current
Administrative Assistant
Delina Chill
01.2021 - 02.2023
Store Manager
Dollar Tree
12.2016 - 01.2021
in Criminal Justice -
University of Texas at Brownsville
High school diploma -
Lopez High School