Ramonita Rodriguez
Wethersfield,CT
Summary
Skilled Customer Service Lead with 15 years of experience in the retail industry, specializing in team leadership and customer satisfaction. Proven track record of enhancing performance metrics, achieving a 100% improvement in average handle time. Adept at mentoring staff and resolving escalated customer issues, ensuring positive relationships and exceptional service delivery. Bilingual with strong organizational and communication skills, committed to fostering a collaborative work environment.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Cabelas
05.2008 - Current
- As a Customer Service Lead I was trained with all the necessary different skills that pretend to my position like learning the register, everything that was done at customer service, cash office on how to balance tills and preparing the store deposit as well as switchboard. That way I can ring on a register on busy days and also be able to assist cashiers when needed. Was able to assist at Customer Service when needed and also switchboard answering calls and directing them to the appropriate department.
- Led a team of customer service representatives, providing guidance and support to ensure exceptional customer satisfaction.
- Developed and implemented performance metrics to track individual and team performance, resulting in 100% improvement in average handle time.
- Mentored and coached team members on effective communication techniques, conflict resolution, and problem-solving skills.
- Managed escalated customer issues promptly and effectively, ensuring timely resolution while maintaining positive relationships with customers.
- Trained new hires on company policies & procedures as well as best practices for delivering excellent customer service.
Unloader
ups
01.2000 - 01.2001
- Efficiently unloaded trucks and sorted merchandise according to company standards
- Collaborated with team members to ensure timely unloading of trucks, meeting daily productivity goals
- Ensured compliance with company policies and procedures during the unloading process
Bank Teller
Fleet Bank
01.1998 - 2000
- Processed customer transactions accurately and efficiently, including deposits, withdrawals, and loan payments.
- Balanced cash drawer daily with zero discrepancies.
- Assisted in opening new accounts for customers while ensuring compliance with regulatory requirements.
- Maintained knowledge of banking policies, procedures, and regulations to provide accurate information to customers.
- Collaborated with the branch manager to implement customer service improvement initiatives.
- Handled confidential customer information securely in accordance with privacy guidelines.
Cashier
Shaws
01.1995 - 1998
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments.
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns.
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues.
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed.
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed.
- Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs.
- Trained new employees on operating cash registers effectively.
Education
High School Diploma -
Luis Munoz Iglesias
Cidra, PRSkills
- Microsoft Outlook
- Customer Service
- Supervising experience
- Phone Etiquette
- Microsoft Excel
- Bilingual
- Leadership
- Cash handling
- Communication skills
- POS
- Organizational skills
- Data Entry
- Customer Care
- Microsoft Word
- Typing
- Call Center
- Spanish
- English
- Cash Register
- Computer skills
- Computer literacy
Certification
- Drivers License
- November 2018
CUST
- Willing to relocate: Anywhere
- Authorized to work in the US for any employer
Timeline
Customer Service Lead
Cabelas
05.2008 - Current
Unloader
ups
01.2000 - 01.2001
Bank Teller
Fleet Bank
01.1998 - 2000
Cashier
Shaws
01.1995 - 1998
High School Diploma -
Luis Munoz Iglesias