Monserra De La Fuente
San Antonio,TX
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
11
11
years of professional experience
Work History
Merchandiser
Five Below
San Antonio, TX
09.2022 - 10.2023
- Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed.
- Created merchandising plans based on customer buying habits and trends in the industry.
- Developed promotional strategies to increase sales of featured products.
- Organized displays according to company standards and specifications.
- Worked closely with store managers to ensure compliance with corporate policies and procedures related to merchandising activities.
- Performed regular cycle counts of inventory items as part of internal audit process.
- Received and stored incoming stock items.
Outbound Customer Service Representative
Salelytics
San Antonio, TX
04.2021 - 05.2022
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Maintained and recorded customer information in database.
Assistant Manager
Jimmy John's Sandwiches
College Station, TX
09.2020 - 03.2021
- Cash handling
- Training
- Making food orders
- Maintenance on equipment
- Deposits
- Trained managers at our other stores
- Traveled to help other stores
- Coordinated inventory, stocking and ordering.
- Performed scheduled inventory counts and supply audits.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Store Manager
Charlotte Russe, Inc
College Station, TX
05.2020 - 12.2020
- Inventory
- Shipment
- Transfers
- Visual merchandising
- Cashier
- Refunds/exchanges
- Customer complaints
- Audits
- Hire paperwork and training
- Maintenance
- Payroll
General Manager
Jimmy John's Sandwiches
Downey, CA
01.2018 - 03.2020
- Inventory -training -onboarding new employees -weekly emails -scheduling -bank drops
- Monitored and ensured staff adhered to all company policies and procedures
- Responsible for profit and loss control
- Responsible for upholding required health and safety standards
Store Manager
Gs Love
Anaheim, CA
07.2015 - 01.2018
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Inventory stock and reorder when inventory drops to a specified level
- Instruct staff on how to handle difficult and complicated sales
- Formulate pricing policies for merchandise, according to profitability requirements
- Establish credit policies and operating procedures
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Plan budgets and authorize payments and merchandise returns
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
- Plan and prepare work schedules and keep records of employees' work schedules and time cards
- Establish and implement policies, goals, objectives, and procedures for their department
- Visual merchandising and stock
- Handled any maintenance issues and reported it visual merchandising/ shipping
Customer Service Representative
Med XM
Santa Ana, CA
02.2014 - 07.2015
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Route directions for the PCP
Customer service manager/personnel
Walmart
Los Angeles, CA
07.2012 - 02.2014
- Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll
- Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced
- Create, maintain, and enter information into databases
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
- Handling customer payments for money gram, electric bill, water bill, and credit card payments
- Stock
- Supervised cashiers & managers
- Hiring paperwork
Education
High School Diploma -
Warren High School
Downey, CA06-2012
Skills
- Call Center
- Staff Training
- Customer Service
- Logistics Oversight
- Staff Management
- Store Opening and Closing Procedures
- Multitasking and Organization
- Recruiting and Hiring
- Shift Scheduling
- Sales Strategies
- Payroll Management
- Calendar Management
- File Organization
- Document Management
- Office Administration
- Database Management
- Call handling
Timeline
Merchandiser
Five Below
09.2022 - 10.2023
Outbound Customer Service Representative
Salelytics
04.2021 - 05.2022
Assistant Manager
Jimmy John's Sandwiches
09.2020 - 03.2021
Store Manager
Charlotte Russe, Inc
05.2020 - 12.2020
General Manager
Jimmy John's Sandwiches
01.2018 - 03.2020
Store Manager
Gs Love
07.2015 - 01.2018
Customer Service Representative
Med XM
02.2014 - 07.2015
Customer service manager/personnel
Walmart
07.2012 - 02.2014
High School Diploma -
Warren High School