Paloma Lazcano
El Paso,TX
Summary
Proven in enhancing customer satisfaction at City of El Paso Zoo, I leveraged complaint handling and empathy to reduce complaints significantly. Mentored staff, improving productivity and service levels. Skilled in problem-solving and customer relations, my approach led to noticeable improvements in customer experiences across roles, demonstrating a commitment to excellence and teamwork.
Overview
5
5
years of professional experience
Work History
Customer Service Employee
City of El Paso Zoo
03.2023 - 07.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Served as an escalation point for complex or challenging situations, providing expert guidance and support to colleagues as needed.
- Reduced customer complaints by implementing new customer service protocols and staff training.
- Supported team members in achieving collective goals, fostering a collaborative work environment.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Head Cashier
Lowes Home Improvement
11.2019 - 12.2022
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Educated employees on register use, merchandising, and customer service.
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
Customer Service Associate
Sam's Club
04.2018 - 01.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Trained new associates in customer service protocols, elevating overall team's performance.
Education
Bachelor of Science - Nursing
Western Technical College
El Paso, TX06.2026
Skills
Call center experience
Complaint Handling
Empathy Display
Patience Maintenance
Customer Service
Problem-solving abilities
Critical Thinking
Active Listening
Problem Resolution
Customer Relations
Product Knowledge
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Employee
City of El Paso Zoo
03.2023 - 07.2023
Head Cashier
Lowes Home Improvement
11.2019 - 12.2022
Customer Service Associate
Sam's Club
04.2018 - 01.2019
Bachelor of Science - Nursing
Western Technical College
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