Miguel Vargas
Hawaiian Gardens,USA
Summary
Dynamic Customer Experience Leader at IKEA International with robust expertise in employee training and cash handling. Demonstrated success in elevating customer satisfaction and optimizing operations while leading teams effectively.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Leader
IKEA International
Carson, CA
07.2015 - 03.2018
- Assist the Front Line Manager to manage and lead the staff and activities of the Customer Service and/or Checkout Services function of the Front Line department including Hiring and termination of employees, recruitment, coaching, mentoring, training, scheduling and performance management.
- Administrative duties with accounting, writing cash reports, HR functions and meeting standards and a safe work environment.
- Ensure adherence to policies, procedures, and audits regarding inventory integrity, safety, cash handing procedures, and internal audit standards.
- Ensure a positive customer shopping experience in the cash lanes and loading zone.
- Partner with managers and co-workers to influence and support overall positive working environment to include actions to secure a positive shopping experience in line with established customer service standards and a sense of urgency in addressing customer service issues.
- Set employee schedules a month in advance and ensuring all training and coworker development takes place.
- Handle multiple phone calls from the Call Center and escalations.
- Assist the Customer Service manager in filing, processing paperwork and customer resolutions, checking in of visitors in the store.
- Oversee over 30 coworkers while making sure the business is up and running from day to day and support all Customer Service departments and inquiries.
- Ability to handle multiple and changing priorities/deadlines and moderate stress.
- Handle deposit cash bags up to $60,000 to be deposited to the bank and signed off by Garda
- Cash handling and balancing the safe in the cash room and completed audits to ensure the safe was accurate from the previous day and fix any discrepancies
- Take inbound/outbound calls for Customer Service and resolution to issues in orders and conflict resolution for IKEA Carson.
- Take inbound/outbound calls in regards to services and delivery, as well as processing orders over the phone and upselling home delivery/assembly services.
- Audited coworkers on Key Performance Indicators for IKEA, making sure they are developing in their role and progressing within the company
- Supervise children signed into the Playroom, strictly following IKEA playroom policies and procedures and IKEA’s safety and security guidelines
- Oversee the Children’s playroom and set the standards and goals to ensure a fun and positive environment.
- Check and maintain the safety and cleanliness of Smaland according to stated guidelines and checklists together with the Facilities and external service providers (e.g. cleaning company)
After Sales Team Lead
IKEA International
Carson, CA
12.2011 - 07.2015
- Ensuring positive Customer Service experience Identify customer delivery and assembly needs prior to processing orders and minimizing wait times by accurately entering complete orders.
- Making sure customers receive great customer service and answer any questions pertaining to their purchase in the store or Home Delivery, backtrack orders, solve order issues, creating orders and home deliveries.
- Prepare deliveries for pickup as per agreements, ensuring order accuracy. Complete any necessary return or exchange procedures to maintain correct stock levels and serve the customer.
- Submitting claims to the delivery company, processing refunds and collecting payments from claims.
- Follow up on invoices and claims needed to be paid by the delivery company to IKEA and ensured these were to be deposited to the PNC Bank account and picked up by Garda
- Adhere to inventory control and safety and security procedures.
- Fed Ex Shipping Use of SAMS, ISELL, C3WEB Software to create, alter, cancel Delivery orders.
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
- Train new employees on company customer service policies and service level standards.
- Administrative role in Full Serve Warehouse department such as maintaining excel files, creating reports for auditing, filing, copying documents and refining Delivery contracts.
- Resolve Escalated issues on a day to day basis and provide solution at the best interest possible for both parties.
- Monitoring and managing employees on a day to day basis
- Hiring/Termination of Employees following California Law procedures
- Reporting of data for Yearly Audit using Excel
- Preparing Meetings with Delivery Company
- Following up on Delivery Reports
Supervisor Intern
MB Creamery
Manhattan Beach, CA
07.2011 - 09.2011
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
- Reduced and controlled expenses by monitoring profits and losses each day through cost analysis.
- Maintained daily record of all transactions.
- Maintaining stock levels of products and receiving merchandise from suppliers.
- Directly supported CEO in managing operation work flow.
- Contributed to merchandising ideas at team sale meetings.
- Sales/Customer Service
Original Fish Company Restaurant
Los Alamitos, CA
12.2005 - 12.2009
- Provided Customer Service to guests and addressed general information Cash Handling/ Register experience.
- Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
- Maintained visually appealing and effective displays for the entire store.
- Educated customers on product and service offerings.
- Kept current on market and product trends to effectively answer customer questions.
Education
Bachelors of Science - Business Administration and Accounting
Cal State Dominguez Hills
Carson, CA05.2012
Associates Degree -
Cerritos College
Norwalk, CA05.2009
Skills
- Analytical reasoning
- Flexible team player
- Effective time management
- Thrives under pressure
- Excellent managerial techniques
- Accounting and Finance background
- Strong organizational skills
- Meticulous attention to detail
- Knowledge of Microsoft Office Systems
- Results-oriented
- Customer relationship management
- Employee training
- Cash handling procedures
Certification
- Cal State Dominguez Hills Mens Soccer 2009-2010
- Cerritos College Mens Soccer Team 2007-2008
- Cerritos College Soccer State Champion 2008
- Cerritos College Men’s Soccer Captain 2008
- JT Minami Scholarship 2010-2011
- CSUDH National Consortium for Academics and Sports 2010-2011
- CSUDH Athletic Honor Roll 2009-2011
- CSUDH Latino Business Association 2011
- Cerritos College Honor Graduate
- Cerritos College Deans List 2007
- City of Lakewood Youth Scholar Athlete 2006
- City of Hawaiian Gardens Scholar Athlete of the Year 2006
- Artesia High School Conestoga Athlete 2006
- Press Telegram Dream Team of the Year 2006
- CIF Southern Section Soccer First Team 2006
- Artesia High School MVP 2006
- Artesia High School Defensive Player of the year 2005 & 2006
Volunteer Experience
- California State Soccer Association- South, Licensed Youth Coach, 2012, Present
- Slammers FC, 2015, Present
- HG Eagles, 2012, 2014
- AYSO, Youth Licensed Coach, 2014, 2017
Timeline
Customer Experience Leader
IKEA International
07.2015 - 03.2018
After Sales Team Lead
IKEA International
12.2011 - 07.2015
Supervisor Intern
MB Creamery
07.2011 - 09.2011
Original Fish Company Restaurant
12.2005 - 12.2009
Bachelors of Science - Business Administration and Accounting
Cal State Dominguez Hills
Associates Degree -
Cerritos College
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