Nayalik Roque Reyes
Haslet
Summary
Dedicated and efficient professional with extensive experience in customer service and retail operations. Proven expertise as a Warehouse System Operator, with strong data entry skills and a commitment to accuracy. Forklift certified with hands-on experience in inventory management and logistics. Demonstrated leadership abilities and call center experience in a fast-paced corporate environment, resolving issues effectively and promptly.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Wells Fargo
06.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Educated customers about billing, payment processing and support policies and procedures.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Conducted fast-paced research to resolve customer inquiries and issues in a timely manner.
Retail Sales Lead
Skechers
04.2024 - 07.2024
- Supervised a team of 3-4 employees daily, promoting teamwork and efficiency.
- Trained new staff on operational procedures and safety protocols, ensuring compliance.
- Provided exceptional customer service, enhancing client satisfaction and loyalty.
- Managed retail operations, including inventory control and merchandising.
Warehouse Clerk
Sam’s Club
11.2022 - 04.2024
- Operated warehouse management systems to track and update inventory data.
- Conducted data entry tasks, maintaining accurate and up-to-date records.
- Performing system operations, maintaining accurate inventory and shipping records.
- Operated forklifts safely.
- Responsible for closing truck doors within expected timelines to meet shipping deadlines, ensuring timely and correct allocation of customer orders to appropriate truck carriers.
- Monitored and coordinated the picking and packing of orders, ensuring all items were prepared on schedule.
Customer Service
Cinemark
09.2021 - 02.2023
- Managed cash transactions efficiently, ensuring accurate money handling during high-volume periods.
- Certified in food handling protocols, providing customers with safe and quality food service.
- Maintained cleanliness of theaters, completing cleaning tasks within designated timeframes to ensure a pleasant experience for guests.
- Collaborated with team members to enhance service delivery, supporting a positive and efficient work environment.
- Trained new employees on operational procedures, customer service standards, and safety regulations.
Education
V.R. Eaton High School
Haslet, TX05.2022
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Call control
- Building rapport
- Training experience
- Fluent in Spanish
- Data gathering
- English fluency
- Computer skills
- Teamwork and collaboration
- De-escalation techniques
- Operating systems
- Time efficient and fast learning
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Representative
Wells Fargo
06.2024 - Current
Retail Sales Lead
Skechers
04.2024 - 07.2024
Warehouse Clerk
Sam’s Club
11.2022 - 04.2024
Customer Service
Cinemark
09.2021 - 02.2023
V.R. Eaton High School
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