Paola Sanchez
Desert Hot Springs,CA
Summary
Accomplished CSR Assistant at Breeze Air Conditioning, adept in handling high call volumes and enhancing customer satisfaction through effective problem-solving and active listening. Skilled in Microsoft Outlook and team development, I significantly contributed to a positive customer experience, fostering long-term loyalty and achieving a notable increase in repeat business.
Overview
10
10
years of professional experience
Work History
CSR, Assistant
Breeze Air Conditioning
03.2018 - 11.2024
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Associate
Victoria Secret
09.2016 - 03.2018
- 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.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Sales Associate/Baker
Cinnabon/Auntie Anne’s
04.2015 - 03.2017
- 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 refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Education
Cathedral City High School
06.2016
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- Customer Service
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Problem-solving abilities
- Microsoft Outlook
- Computer Proficiency
- Documentation
- Payment Processing
- Data Entry
- Scheduling
- Administrative Support
- Team Development
- Client Relations
- Account updating
- Paperwork Processing
- Appointment Scheduling
- Follow-up skills
Languages
Spanish
Native or Bilingual
Timeline
CSR, Assistant
Breeze Air Conditioning
03.2018 - 11.2024
Sales Associate
Victoria Secret
09.2016 - 03.2018
Sales Associate/Baker
Cinnabon/Auntie Anne’s
04.2015 - 03.2017
Cathedral City High School
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