Monserrat Padilla
Madison,WI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2
2
years of professional experience
Work History
Emergency Store Manager
Walgreens
Madison, WI
11.2023 - Current
- Planned special promotions or discounts based on market trends.
- Ensured compliance with safety regulations and company policies.
- Resolved customer complaints in a timely manner.
- Recruited, trained and supervised new employees.
- Established customer service standards and monitored staff compliance.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
Customer Service Supervisor
Burlington Coat Factory Department Store
Madison, WI
08.2022 - 11.2023
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Assisted in developing training materials for new hires as well as existing employees.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
Education
Pathways
Chicago, ILSkills
- Operational budgeting
- Promotional planning
- Supply Ordering
- Competitor Monitoring
- Report Generation
- Store Merchandising
- Employee Training
- POS Systems
- Customer Service Management
- Shift Scheduling
- Relationship building and management
- Employee Scheduling
- Employee supervision
Languages
Spanish
Native or Bilingual
Timeline
Emergency Store Manager
Walgreens
11.2023 - Current
Customer Service Supervisor
Burlington Coat Factory Department Store
08.2022 - 11.2023
Pathways