Nancy Zepeda
Houston,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service. Proficient in customer service best practices and related options.
Background includes inventory management, sales leadership and recordkeeping. Organized and forward-thinking food service professional with a flexible and motivational management style. Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Knowledgeable in food safety and sanitation protocols. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
17
17
years of professional experience
Work History
Contact Center Associate
Walmart
Houston, TX
10.2022 - 02.2023
- Streamlined processes within the team, leading to increased efficiency in daily operations.
- Assisted customers with account-related issues, leading to increased loyalty and retention rates.
- Collaborated with team members to share best practices for reducing hold times and improving first call resolution rates.
- Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
- Provided exceptional customer service, resulting in positive feedback from clients and management alike.
- Conducted outbound calls as needed for survey participation or follow-up appointments, contributing towards successful completion of company initiatives.
- Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.
- Improved customer satisfaction by effectively addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
Food Service Manager
Klein ISD
Houston, TX
07.2008 - 07.2015
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Tracked food production levels, meal counts, and supply costs.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Reviewed and approved employee schedules and timesheets.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Promoted a positive work environment by fostering open communication among team members and resolving conflicts effectively.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Upheld company policies consistently across all areas of operation while remaining flexible enough to address unique situations as they arose within the workplace setting.
- Enhanced safety protocols for both employees and guests by adhering to strict food handling guidelines, ensuring proper storage of ingredients, and maintaining up-to-date certifications on equipment usage.
- Oversaw training of more than 6 team members.
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
- Reduced food waste by closely monitoring inventory levels and implementing effective ordering procedures.
- Motivated staff to perform at peak efficiency and quality.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Sales Representative
Ryland Homes
Houston, TX
01.2006 - 04.2006
- Expanded customer base through cold calling, networking, and relationship building.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
High School Diploma -
Houston Homeschoolers Co-op
Houston, TX06.2018
Skills
- Goal-Oriented
- Complaint Handling
- Follow-up skills
- Typing Speed
- Call Center Customer Service
- Communicating with clients
- Customer Support
- Cash Handling
- Data Entry
- Product Knowledge
- Technical Troubleshooting
- Quality Control
- Training experience
- Payment Processing
- Inbound Phone Call Management
- Call Center Operations
- Account Management
- Teamwork and Collaboration
- Computer Skills
- Understanding Customer Needs
- Problem Resolution
- Microsoft Office
- Product and service knowledge
- Issue and Complaint Resolution
- Money handling abilities
- Inbound Call Management
- Order Processing
- Customer Account Management
- Sales Transactions
- Fluent in English/Spanish
- Calm disposition
- Verbal and written communication
- Problem-solving skills
- Customer communications
- Customer Service
- Email Etiquette
- Inventory and supply
- Self-motivated
- Adaptive learner
Timeline
Contact Center Associate
Walmart
10.2022 - 02.2023
Food Service Manager
Klein ISD
07.2008 - 07.2015
Sales Representative
Ryland Homes
01.2006 - 04.2006
High School Diploma -
Houston Homeschoolers Co-op