Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Monica Fernandez

Fairfield

Summary

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Gusmer Enterprises Inc
11.2017 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded proactively and positively to rapid change.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

Store Supervisor

Maidenform
03.2014 - 09.2017


  • Enhanced customer experience through attentive service and prompt resolution of issues.
  • Streamlined store operations for increased productivity by establishing clear work procedures and staff responsibilities.
  • Boosted sales performance with targeted marketing strategies and in-store promotions.
  • Developed a positive work environment by fostering teamwork, providing regular feedback, and acknowledging employee accomplishments.
  • Managed cash handling processes accurately to maintain financial integrity within the store''s daily transactions.
  • Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
  • Answered questions about store policies and addressed customer concerns.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Mentored new sales associates to contribute to store's positive culture.

Education

Associate of Arts - Psychology

Napa Valley College
Napa, CA
05.2023

Associate of Science - Social And Behavioral Science

Napa Valley College
Napa
05.2016

Skills

  • Call Management
  • Complaint Resolution
  • Professional Telephone Demeanor
  • Product and Service Solutions
  • Computer Proficiency
  • Problem-Solving Abilities
  • Client Relations
  • Follow-Up Skills
  • Customer Relations
  • Critical Thinking
  • Conflict Resolution
  • Multitasking Abilities
  • Fluent Bilingualism
  • Relationship Building
  • Attention to Detail

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Gusmer Enterprises Inc
11.2017 - Current

Store Supervisor

Maidenform
03.2014 - 09.2017

Associate of Arts - Psychology

Napa Valley College

Associate of Science - Social And Behavioral Science

Napa Valley College

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Monica Fernandez