Summary
Overview
Work History
Skills
Timeline
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Naomie Encnias

Albuquerque,NM

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

Blakes Lotaburgar
09.2023 - 01.2024
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Wendys Restaurant
10.2022 - 04.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • 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.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Cashier

Dairy Queen Grill & Chill
10.2021 - 04.2022
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Supported management in implementing operational improvements such as updated training manuals or revised schedules.
  • Assisted customers with returns, refunds and resolving transaction issues.

Skills

  • Paperwork Processing
  • Data Collection
  • Data Entry
  • Account Updating
  • Report Generation
  • Call Management
  • Information Security
  • Appointment Scheduling
  • Product Knowledge
  • Coordination
  • Customer Relationship Management (CRM)
  • Store Maintenance
  • Money Handling Abilities
  • Order Processing
  • Shipping Procedures Understanding
  • Product Promotion
  • Documentation
  • Product Sales
  • Account Management
  • Prioritization
  • Problem Resolution
  • Technical Support
  • Training Development Aptitude
  • Receiving Support
  • Customer Service
  • Reading Comprehension
  • Computer Proficiency
  • Critical Thinking
  • Strategic Sales Knowledge
  • Sales Closing
  • Stock Management
  • Decision Making
  • Telephone Etiquette
  • Positive Attitude
  • Dispute Resolution
  • Service Upselling
  • Quality Control
  • Client Relations
  • Research
  • Conflict Resolution

Timeline

Customer Service Representative

Blakes Lotaburgar
09.2023 - 01.2024

Customer Service Representative

Wendys Restaurant
10.2022 - 04.2023

Cashier

Dairy Queen Grill & Chill
10.2021 - 04.2022

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Naomie Encnias