Paulette Mendoza
Customer service
Phoenix,AZ
Summary
Dynamic professional with a proven track record at Nordstrom in enhancing customer satisfaction and streamlining service processes. Leveraged complaint handling and CRM software expertise to exceed performance metrics. Skilled in teamwork and collaboration, consistently boosting team morale and customer service standards. Achieved significant improvements in service quality and efficiency.
Overview
32
32
years of professional experience
Work History
Service Experience Representative
Nordstrom
03.2023 - Current
- Implemented new strategies to reduce customer wait time and enhance service quality.
- Consistently met or exceeded monthly performance metrics related to call handling, issue resolution, and customer satisfaction ratings.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Streamlined service processes for improved turnaround times and overall client experience.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Boosted team morale with effective communication and a collaborative work environment.
- Trained staff on operating procedures and company services.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Housekeeper
Motel 6 Hotel
02.2022 - 11.2022
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
- Improved overall cleanliness ratings by implementing new cleaning techniques and products as needed.
- Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
Package Handler
UPS Customer Center
11.2022 - 12.2022
- Used hand-held scanners and physical logs to accurately track item movements.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
Billing Specialist
Eye Dr of Az
08.2021 - 09.2021
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Reduced errors in financial records by conducting regular audits of billed accounts.
Assistant Manager
Fazolis
11.2001 - 11.2004
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Customer Service Representative
Michaels Arts and Crafts
07.1994 - 11.1998
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Team Leader
Whatabuger
11.1992 - 09.1993
- Assisted in recruitment to build team of top performers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Education
No - Medical Billing And Coding
UEI College
Phoenix, AZDiploma - General Studies
Mesa High
Mesa, AZ09.1991
Skills
- Call center experience
- Complaint Handling
- CRM Software
- Teamwork and Collaboration
Languages
Spanish
Native or Bilingual
Timeline
Service Experience Representative
Nordstrom
03.2023 - Current
Package Handler
UPS Customer Center
11.2022 - 12.2022
Housekeeper
Motel 6 Hotel
02.2022 - 11.2022
Billing Specialist
Eye Dr of Az
08.2021 - 09.2021
Assistant Manager
Fazolis
11.2001 - 11.2004
Customer Service Representative
Michaels Arts and Crafts
07.1994 - 11.1998
Team Leader
Whatabuger
11.1992 - 09.1993
No - Medical Billing And Coding
UEI College
Diploma - General Studies
Mesa High
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