Rocio Cabrera
Port Arthur,TX
Summary
Working at lowes was the most experience I've gained throughout my youth. Working there for over 4 years has taught me a little about almost everything from building a house and putting in sheet rock to the plumbing and electrical work that goes within it. I've grown to be a great communicator with customers and able to fulfill their needs in their projects. I've so learned how to manage a team and lead it to success granting the store 95% production guaranteed through online sales. I managed to not only have an idea to create a curbside area for lowes but able to bring the idea to corporate which brought upon curbside throughout the whole lowes corporation around the world. Curbside was a growing opportunity and I helped the company foresee a successful future within it. I see myself as a leader and always want to be able to bring upon success within every company. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Highly skilled candidate experienced in information organization and data entry. Self-directed and organized professional with proven track record for managing information with extreme care. Committed to maintaining high standards for confidentiality, productivity and accuracy.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Spindletop MHMR
Beaumont, TX
11.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated the schedule in a timely manner for therapists and upkeep the schedule for future appointments
- Made curtesy reminder calls and documented that within the database while using Office programs such as Word and Excel to update documentation and client files.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
Shopper
Heb
10.2021 - 07.2022
- Able to lift up to 50lb in order to perform essential job functions
- Work in a timely matter in order to complete customer satisfaction.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Worked productively with customers to meet order requirements and service expectations.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Tracked substitutions and informed customers of changes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Provided exceptional customer service through active listening, empathy, and timely problem resolution.
- Noted customer special requests, preferences, and favorite products in CRM to enhance service and build brand loyalty.
- Collaborated with team members to maintain a clean, organized, and visually appealing store environment.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Bins and picks merchandise using inventory management system, correcting discrepancies to improve overall accuracy.
Internet fulfillment
Lowes
08.2017 - 06.2020
- File documents weekly to foresee online order production
- Train employees on how to perform daily tasks and routines in order for them to continue on work proficiently
- Was able to get forklift/order picker/ Baltimore certified to be able to complete the more heavy duty tasks throughout the store such as moving pallets of lumber to fulfill orders
- Able to handle money to conquer store productivity and oversee sales.
- Provided regular updates to senior management on cash management activities, progress against targets, and areas of potential risk or opportunity.
- Maintained accurate financial records, ensuring compliance with company policies and regulatory requirements.
- Produced monthly departmental headcount reports and analysis to compare actual budget and prior year results.
- Increased consistency in employee performance evaluations by standardizing training materials across all departments.
- Implemented ongoing training initiatives for existing employees, promoting continuous professional development within the organization.
- Established strong working relationships with department managers to ensure seamless integration of new hires into established teams.
- Collaborated with HR to refine recruitment processes, resulting in higher quality candidates joining the organization.
Education
Bachelor of Science - Psychology
Lamar university
Beaumont, TXHigh School Diploma - High school
Memorial high school
Port Arthur, TX05.2017
Skills
- Time management
- Problem solving
- Bilingual
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Service
- Data Entry
- Computer Proficiency
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Paperwork Processing
- Appointment Scheduling
- Documentation
- Administrative Support
- Microsoft PowerPoint
- De-Escalation Techniques
- Coordination
- Recordkeeping strengths
- Account updating
- Account Management
- Spreadsheets
- Office equipment proficiency
- Key holder experience
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Spindletop MHMR
11.2022 - Current
Shopper
Heb
10.2021 - 07.2022
Internet fulfillment
Lowes
08.2017 - 06.2020
Bachelor of Science - Psychology
Lamar university
High School Diploma - High school
Memorial high school