Microsoft Office
Nicolas Souza
San Jose,CA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
7
7
years of professional experience
Work History
Marketing Trainee
Money Mouth Marketing
San Jose, CA
02.2021 - 04.2025
- Maintained various platforms to capture, store and organize marketing assets.
- Assisted in the development of promotional materials, such as brochures and flyers.
- Evaluated effectiveness of existing campaigns by analyzing metrics such as click-through rates or cost per lead.
- Implemented search engine optimization tactics to improve visibility on search engines like Google.
- Created and distributed sales materials, including brochures and product datasheets, to support sales efforts.
- Evaluated digital presence by product, service or brand to help define digital strategies.
- Summarized raw data and analyses and made recommendations based on findings.
- Researched emerging trends in digital marketing techniques and best practices.
- Analyzed campaign performance data to identify trends and make data-driven decisions for future strategies.
- Created daily social media posts to build robust brand presence on Twitter, Facebook and Instagram.
- Analyzed sales data to understand product performance and identify areas for improvement.
- Distributed promotional information and incentives determined by marketing managers.
- Built research instruments and drafted questions for digital, traditional and in-person surveyes.
Senior Guest Advisor
GameStop
San Jose, CA
01.2018 - 08.2021
- Conferred with management to discuss and resolve employee and customer complaints.
- Greeted guests, answered inquiries and provided excellent customer service.
- Assisted management in developing creative solutions for operational issues.
- Served multiple guests while maintaining composure to reduce wait times during busy or peak periods.
- Promoted fun, safe and inclusive environment by monitoring activity of campers to identify and address behavioral issues.
- Developed marketing campaigns that promoted new products or services.
- Resolved customer complaints in a professional and courteous manner.
- Explained principles, techniques and safety procedures and demonstrated use of materials and equipment.
- Assisted customers with selecting merchandise based on individual needs and preferences.
- Organized promotional events to increase sales volume.
- Set up advertising displays or arranged services to highlight promotional events.
- Tracked inventory levels and restocked accordingly as needed.
- Maintained cleanliness of the store by organizing merchandise, dusting shelves, vacuuming carpets.
- Thanked guests for visits to demonstrate appreciation for business.
- Ensured store shelves were stocked adequately with merchandise.
- Conducted cash transactions accurately and efficiently while maintaining proper security procedures.
- Recognized potential theft or loss situations and offered personal guest service to deter theft.
- Participated in inventory preparation, execution and follow-up to maintain equipment and supplies.
- Supervised and coordinated work activities of personnel.
- Analyzed customer feedback surveys to identify areas of improvement.
Education
Bachelor of Science - Media Communications
Full Sail University
Winter Park, FL09-2023
Skills
- Critical analysis
- Microsoft office expertise
- Scheduling
- Account management
- Grammar
- Customer consulting
- Problem resolution
- Filing
- Positive and professional
- Task prioritization
- Problem-solving
- Adaptability and flexibility
- Customer service
- Strategic thinking
- Community engagement
- Software optimization
- Pattern recognition
- Online research
- Hardware troubleshooting
- Hand-eye coordination
- Character development
- Social media presence
- Media training
- Brand building
Affiliations
EL SERENO 4H CLUB • OCT 2014-AUG 2017 • CUPERTINO, CA
Teen Leader Market Lamb Project – responsible for feeding/care, expense budget, marketing, showing at Santa Clara County Fair
TRINITY EPISCOPAL CHURCH • AUG 2010, 2011 • SOUTHPORT, CT
Teen Assistant Group Leader – Vacation Bible School camp
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeFull TimeWork Location
RemoteImportant To Me
Work-life balanceQuote
Judge a man by his questions rather than his answers.
Voltaire
Software
Adobe Creative Cloud
Wix
GoDaddy
Google Adwords
Unreal Engine
Blender
Interests
Gaming
Cooking
Handwriting
Education
Animals & Animal Care
Timeline
Marketing Trainee
Money Mouth Marketing
02.2021 - 04.2025
Senior Guest Advisor
GameStop
01.2018 - 08.2021
Bachelor of Science - Media Communications
Full Sail University
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