Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Norma Villarreal

Lincoln

Summary

After working with Walmart for almost 28 years I can say I have dynamic customer service professional with extensive experience at Walmart, excelling in conflict resolution and problem-solving. Proven track record of enhancing customer satisfaction through active listening and effective complaint handling. Skilled in payment processing and staff training, consistently fostering a positive shopping experience and driving repeat business. I am also bilingual in Spanish both speaking, reading and writing.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

Walmart.com
10.2020 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information

Supervisor - Photo/Wireless

Walmart
01.2016 - 01.2018
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Customer Service Desk Associate

Walmart
01.2020 - 10.2020
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Conducted thorough price checks for customers, guaranteeing transparency and accuracy in transactions.
  • Met customer service goals and exceeded customer expectations.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Processed refunds and exchanges in accordance with company policy.
  • Used POS system to enter orders, process payments and issue receipts.
  • Operated cash register to record transactions accurately and efficiently.

Supervisor - Online Grocery

Walmart
01.2018 - 01.2020
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Gathered customers items for orders in a timely manner so that customers could pick up on time.

Electronics Sales Associate

Walmart
01.2014 - 01.2016
  • Increased customer satisfaction by providing knowledgeable assistance and personalized recommendations for electronics purchases.
  • Applied knowledge of electronics products to educate prospects and customers.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Handled customer inquiries and resolved issues promptly, demonstrating strong problem-solving skills and dedication to customer service excellence.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Checked to see if requested items were available from store's inventory.
  • Processed credit and debit card payments to complete customer buying experience.

Human Resources Manager

Walmart
07.2007 - 01.2014
  • Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
  • Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
  • Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
  • Managed complex benefits administration, ensuring accurate enrollment and timely processing of claims.
  • Optimized payroll processing procedures for accuracy and timeliness using advanced software solutions.

Electronics Sales Associate

Walmart
11.2006 - 07.2007
  • Increased customer satisfaction by providing knowledgeable assistance and personalized recommendations for electronics purchases.
  • Maintained a clean, organized, and visually appealing sales floor, ensuring an enjoyable shopping experience for customers.
  • Applied knowledge of electronics products to educate prospects and customers.
  • Served as a reliable resource for colleagues seeking assistance with challenging client inquiries or complex technical issues related to electronics products and services.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Handled customer inquiries and resolved issues promptly, demonstrating strong problem-solving skills and dedication to customer service excellence.
  • Greeted customers, helped locate merchandise, and suggested suitable options.

Training Coordinator

Walmart
03.2004 - 11.2006
  • Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
  • Collaborated with department managers to design customized training plans aligned with organizational goals.
  • Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
  • Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
  • Streamlined training logistics, from scheduling to resource allocation, ensuring efficient use of time and materials.
  • Increased training session attendance, actively promoting sessions through engaging communications and scheduling flexibility.
  • Trained and mentored Number new personnel hired to fulfill various roles.
  • Facilitated virtual, in-person and blended learning sessions.

Support Manager

Walmart
03.2004 - 11.2006
  • Managed daily operations to ensure smooth functioning of the support department.
  • Monitored employee and customer interactions to assess quality of service.
  • Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.

Cashier/Service Desk/CSM/Layaway

Walmart
04.1997 - 03.2004
  • 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 for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Education

General - General Studies

Lexington Senior High School
Lexington, NE
05.1999

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Call management
  • Product knowledge
  • Documentation
  • Staff training
  • Live chat support
  • Filing
  • Coordination
  • Reading comprehension
  • Staff education and training
  • Retail store support
  • Sales closing

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Walmart.com
10.2020 - 03.2025

Customer Service Desk Associate

Walmart
01.2020 - 10.2020

Supervisor - Online Grocery

Walmart
01.2018 - 01.2020

Supervisor - Photo/Wireless

Walmart
01.2016 - 01.2018

Electronics Sales Associate

Walmart
01.2014 - 01.2016

Human Resources Manager

Walmart
07.2007 - 01.2014

Electronics Sales Associate

Walmart
11.2006 - 07.2007

Training Coordinator

Walmart
03.2004 - 11.2006

Support Manager

Walmart
03.2004 - 11.2006

Cashier/Service Desk/CSM/Layaway

Walmart
04.1997 - 03.2004

General - General Studies

Lexington Senior High School

Similar Profiles

CREATE PROFILE
Norma Villarreal