Olivia Gutierrez
Santa Rosa,CA
Summary
Adept at transforming customer challenges into triumphs, I leveraged my critical thinking and relationship-building skills at Kay Jewelers to enhance client satisfaction and foster loyalty. Recognized for exceeding performance metrics, my approach not only improved team integration but also contributed significantly to sales growth, underscoring my commitment to excellence and team development.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Kay Jewelers
06.2013 - Current
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Sales Associate
Target
12.2014 - 07.2017
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Sales Associate
Polo Ralph Lauren
06.2012 - 05.2014
- Organized racks and shelves to maintain store visual appeal, 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.
Education
Diploma -
Merrill West High School
Tracy CaSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order fulfillment
- Store maintenance
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Retail store support
- Stock management
- Service standard compliance
- Product promotion
- Document control
- Brand representation
- Quality assurance controls
- Escalation management
- Shipping and logistics
- Sales closing
- POS systems expert
- CRM software
- Information security
- Key holder experience
- Delivery scheduling
- System implementation
- Receiving support
- Record preparation
- Report creation
- Credit adjustments
- Warranty service
Accomplishments
- Achieved Result through effectively helping with Task.
- Documented and resolved Issue which led to Results.
- Resolved product issue through consumer testing.
- Achieved Result by introducing Software for Type tasks.
- Achieved Result by completing Task with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of Number in the development of Project name.
Certification
- Certified Gemologist (CG) - American Gem Society (AGS).
Timeline
Sales Associate
Target
12.2014 - 07.2017
Customer Service Representative
Kay Jewelers
06.2013 - Current
Sales Associate
Polo Ralph Lauren
06.2012 - 05.2014
Diploma -
Merrill West High School
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