Hi, I’m
Narda Banuelos
Las Vegas,NV
Summary
Proactive Customer Support Team Lead with 5 years of experience in customer service and team management. Enhanced customer satisfaction through issue resolution and support process improvements while fostering a culture of continuous learning. Skilled in escalation handling, policy enforcement, and analyzing performance metrics. Customer-focused professional with strong skills in connecting with people and promoting products. Excellent communicator who excels at setting and achieving goals. Experienced in problem-solving, retail dynamics, marketing, and customer service. Committed to delivering quality solutions that meet and surpass customer expectations. Effective in both team settings and working independently.
Overview
5
years of professional experience
Work History
Sunbit
Customer Support Team Lead
09.2021 - Current
Job overview
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
- Established open communication channels within the team, promoting collaboration and innovation in problem solving.
- Fostered a culture of continuous learning by sharing best practices across the team regularly.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Monitored employee productivity to ensure optimal staffing levels were maintained at all times.
- Provided regular feedback to team members on their performance, fostering growth and development opportunities.
- Assisting all 200+ members both in person and virtually.
Robinhood
ECE Contact Center Customer Support Specialist
01.2021 - 08.2021
Job overview
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managing high volume emails resolving issues, de-escalating problems, and updating customer information.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally. Updating documents, handing PII, assisting with bank transfers, and bank account linking.
- Managed approximately 30 emails per day.
- Support for the Robinhood app via email and live chat.
Alorica
Customer Service Representative
09.2020 - 11.2020
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated emails efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisting about 30-50 customers via email on www.cvs.com with account access, prescription management, and online orders.
- Resolved customer issues efficiently and professionally.
Piercing Pagoda of Zale
Piercing Pagoda Sales Associate
07.2019 - 02.2020
Job overview
- Organized racks and shelves to maintain the kiosk arranged, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted 50-100 customers daily, managed opening and closing, handled sales and promotions, earned commission, maintained hygiene, piercing customer of all ages. Newborns 3 months and up.
Zumiez Retail
Zumiez Cashier
08.2019 - 10.2019
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register assisting 50-100 people per day, and credit card transactions with excellent accuracy levels.
- Assisted with shipping out orders, providing customers with recommendations on purchases, mannequin styling opening and closing the store.
Education
Northwest Career CollegeLas Vegas, NV
No Degree from Investments And Securities
12.2025
Bonanza High SchoolLas Vegas, NV
High School Diploma
05.2019
Skills
- Experienced in team management, escalation handling, and policy enforcement
- Skilled in delivering feedback and mentoring, with 5 years of customer support experience
- Bilingual in Spanish and English, with excellent communication skills
- Proficient in Microsoft Office, Google Docs, and data entry
- Strong problem-solving, organizational, and multitasking abilities
- Reliable, self-motivated, and detail-oriented, with a passion for learning and client support
- Effective at monitoring KPIs, adhering to procedures, and facilitating decision-making
- Adaptable and committed to continuous improvement, teamwork, and employee motivation
Snowboarding, fishing, weightlifting & hiking
I may not be the very best at snowboarding but I love to keep myself active! One thing I learned recently starting this new hobby back in 2021 was that regardless of how many times I fall, I will always have the courage to get back up and continue trying.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Support Team Lead
Sunbit
09.2021 - Current
ECE Contact Center Customer Support Specialist
Robinhood
01.2021 - 08.2021
Customer Service Representative
Alorica
09.2020 - 11.2020
Zumiez Cashier
Zumiez Retail
08.2019 - 10.2019
Piercing Pagoda Sales Associate
Piercing Pagoda of Zale
07.2019 - 02.2020
Northwest Career College
No Degree from Investments And Securities
Bonanza High School
High School Diploma