NORMA SUSANA VALDEZ
Pomona,CA
Summary
Versatile Bilingual Customer Service Expert with over 20 years of administrative experience. Excellent verbal and written communication skills. Detail-oriented and possess strong interpersonal, organizational, and time management skills. Flexible and hardworking with the drive to succeed. Authorized to work in the US for any employer
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Maintex
City of Industry, CA
07.2023 - Current
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
Key Account Specialist
Coaster Company of America
Santa Fe Springs, CA
10.2018 - 07.2023
- Managed key accounts, ensuring alignment with client expectations and company objectives.
- Developed strategic relationships with clients to enhance satisfaction and retention
- Utilize SX 11 to enter and process orders
- Collect payment and issue refunds using CenPos within the SX 11 environment
- Provide delivery information to customers when requested
- Set up customer accounts and update existing profiles with latest information
- Answer incoming calls on shared customer service phone queue
- Respond to queries and resolve issues originating from general customer service inbox
- Work closely with warehouse to request cycle counts to resolve order inventory
Front Office Receptionist
Marco Equipment Company
Pomona, CA
01.2011 - 05.2018
- File and maintain records
- Process credit card transactions
- Receive and mail out packages and deliveries
- Schedule appointments and maintain and update calendars
- Assist Parts Department with inventory; Customer Service; Collections
Receptionist
Olympic Staffing Services
Covina, CA
01.2010 - 12.2011
- General clerical duties such as filing, copying, and faxing
- Answered multi-line phone system on a switchboard
- Responsible for incoming/outgoing mail and deliveries
- Data entry via internal computer software
Customer Service Representative
Myers Container Corporation
Industry, CA
01.2007 - 12.2008
- Responsible for over 1,200 accounts, processed via internal computer software and order follow-up
- Account Collections; called delinquent accounts for overdue payment
- Handled busy phonelines on incoming calls for orders and inner office personnel
Account Manager
Cee-Jay Research and Sales
Azusa, CA
01.2001 - 01.2007
- Managed over 2,500 International and National accounts
- Processed orders via internal computer software and order follow-up
- Handled busy phonelines on incoming calls for orders and inner office personnel
- Shipped via couriers, such as UPS and FedEx, by zone chart and tracking shipment when needed
Education
Baldwin Park High School
Baldwin Park, CASkills
- Communication skills
- Account management
- Customer service
- Organizational skills
- Time management
- SX-11 ERP Bilingual: English & Adobe Acrobat
- Customer Care Spanish (Fluent) Microsoft PowerPoint
- Detail-Oriented Filing & Organizing Microsoft Word & Excel
Timeline
Customer Service Representative
Maintex
07.2023 - Current
Key Account Specialist
Coaster Company of America
10.2018 - 07.2023
Front Office Receptionist
Marco Equipment Company
01.2011 - 05.2018
Receptionist
Olympic Staffing Services
01.2010 - 12.2011
Customer Service Representative
Myers Container Corporation
01.2007 - 12.2008
Account Manager
Cee-Jay Research and Sales
01.2001 - 01.2007
Baldwin Park High School