PAOLA GARCIA

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Assisted call-in customers with questions and orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Resolved concerns with products or services to help with retention and drive sales.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
• Effectively communicated with customers about account changes, new refinance products or services and potential account upgrades.
• Help teammates and management by assisting in approving escalations in between calls.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Trained new personnel regarding company operations, policies and services.

• Communicated with customers daily to request information and complete paperwork.
• Worked with Loan Officer to create application profile in system and review key information at various stages within process.
• Reviewed financial statements and contacted institutions and customers to clarify details.
• Monitored key dates to obtain information by deadlines.
• Assessed loan compliance to meet mortgage lending laws and regulations.
• Provided quick turnaround times to maintain fast-past schedule.
• Looked over and approved various types of loans.

• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Providing excellent customer service and utilizing strong verbal and written communication skills.
• Update systems based on customer interaction.
• Escalate issues to management when necessary and ensure customer concerns are explained effectively and clearly.
• Ensure customers are happy with Loanpal and understand their loan terms.
• Offer additional products to customers that may benefit from other services.
• Met all customer call guidelines including service levels, handle time and productivity.
• Responded to customer requests for products, services and company information.
• Maintained up-to-date knowledge of product and service changes.

-Process Registration Renewals & Replacements

- Assist customers with any questions regarding their registration

 Answered customer telephone calls promptly and in an appropriate manner

-Directed calls to appropriate individuals and departments.

- Answered an average of 100-200 calls per day by addressing customer inquiries, solving problems and providing new product information.

-Educated customers about the brand to incite excitement about the company’s mission and values.

-Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

-Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

-Determined customer needs by asking relevant questions and listening actively to the responses.

-Learned, referenced and applied product knowledge information.

-Processed cash and credit payments rapidly and accurately.

-Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.

-Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

-Supervised and directed all merchandise and shipment processing.

-Maintained cleanliness and presentation of stock room and production floor.

-Documented all customer inquiries and comments thoroughly and quickly.

-Managed office supplies, vendors, organization and upkeep.

• Styles For Less - Roseville, CA Reported to the district manager regarding all store and staff issues.
• Conducted store inventories once per quarter.
• Assigned employees to specific duties to best meet the needs of the store.
• Scheduled and led weekly store meetings for all employees.
• Maintained records related to sales.
• Helped customers with questions, problems and complaints in person and via telephone.
• Stocked shelves and supplies and organized displays.
• Organized racks and shelves to maintain the visual appeal of the store.
• Developed positive customer relationships through friendly greetings and excellent service.
• Processed cash, credit, debit and check payments.
• Completed store opening and closing procedures.
• Trained and mentored new employees.
• Opened inventory boxes and restocked shelves.
• Monitored security areas during busy periods.
• Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Trained staff on operating procedures and company services.
• Maintained up-to-date knowledge of product and service changes.

- Prepares sales and customer relations reports by analyzing and categorizing sales information; identifying and investigating customer complaints and service suggestions.

- Contributes to team effort by accomplishing related results as needed

- Attracts customers by originating display ideas; following display suggestions or schedules; constructing or assembling prefabricated display properties; producing merchandise displays in windows and showcases, and on sales floor.

 -Assist Store Manager in day to day activities, help monitor associate's performance as well as give necessary feedback for improvement. 

 - Assist in Marketing Ideas to increase traffic and build more profit for company.

 - Over-looked Store while Store Manager was gone for 3 months and I was able to exceed in store goals such as: ADS, conversion, and sales plan.

• Trained and developed new associates on POS system and key sales tactics.

• Managed work flow to exceed quality service goals.
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Routinely answered customer questions regarding merchandise and pricing.
• Routinely answered customer questions regarding merchandise and pricing.
• Asked open-ended questions to assess customer needs.
• Greeted customers entering the store to ascertain what each customer wanted or needed.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Provided ongoing guest service, including giving fashion advice.
• Provided an elevated customer experience to generate a loyal clientèle.
• Determined customer needs by asking relevant questions and listening actively to the responses.
• Completed store opening and closing procedures.
• Organized racks and shelves to maintain the visual appeal of the store.