Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rosely Jimenez

Nesconset

Summary

Customer Care Team Lead known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and team leadership. Excel in communication, problem-solving, and empathy, ensuring positive outcomes in challenging customer service scenarios. Committed to delivering exceptional customer experiences through effective team guidance and support.

Overview

5
5
years of professional experience

Work History

Customer Care Team Lead

Raymour & Flanigan
Lake Grove
12.2022 - Current
  • Trained new staff on customer interaction best practices and product knowledge.
  • Led customer care team to enhance service quality and efficiency.
  • Resolved escalated customer issues with effective communication strategies.
  • Managed team schedules to ensure adequate coverage during peak hours.
  • Collaborated with sales team to align customer service efforts with business goals.
  • Conducted regular team meetings to discuss updates and share feedback.
  • Implemented process improvements to streamline customer inquiries and responses.
  • Resolved escalated customer complaints in a timely manner.
  • Trained new customer care staff on company policies, procedures, products and services.
  • Managed daily workflow of customer inquiries by assigning tasks appropriately among team members.
  • Identified opportunities for process automation that would improve overall efficiency.
  • Performed root cause analysis of recurring problems in order to develop long term solutions.
  • Maintained up-to-date knowledge of industry developments, competitor activities, and relevant regulations.
  • Developed effective relationships with customers to increase loyalty and retention rates.
  • Ensured compliance with all applicable laws, regulations, and standards related to customer service operations.
  • Provided day-to-day leadership and direction to a team of customer care representatives.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Built sustainable relationships and trust with customer accounts through open and interactive communication.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Audited customer account information to identify issues and develop solutions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.

Cashier

Burger King
Centereach
07.2020 - 12.2022
  • Processed customer transactions efficiently and accurately.
  • Managed cash register and handled currency with care.
  • Provided excellent customer service during busy hours.
  • Assisted in maintaining cleanliness of the dining area.
  • Collaborated with team members to ensure smooth operations.
  • Monitored inventory levels and restocked supplies as needed.
  • Followed food safety guidelines during meal preparation and service.
  • Resolved customer complaints promptly and professionally.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Collected payments and provided accurate change.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Performed other duties as assigned by management.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Issued receipts, refunds, credits or change due to customers.
  • Answered customer questions and provided store information.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Discounted purchases by scanning and redeeming coupons.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Resolved customer complaints professionally in accordance with company policy.
  • Maintained work area and kept cash drawer organized.
  • Built and maintained productive relationships with employees.

Education

High School Diploma -

Centereach High School
14 43rd St, Centereach, NY 11720
06-2022

Associate of Science - Accounting

Suffolk Community College
533 College Rd, Selden, NY 11784

Skills

  • Customer service
  • Conflict resolution
  • Team leadership
  • Training development
  • Workflow management
  • Escalation handling
  • Effective communication
  • Problem solving
  • Time management
  • Verbal and written communication
  • CRM software
  • Email communication
  • Decision-making
  • Punctuality and reliability
  • Call handling
  • Email correspondence
  • Payment processing
  • Call center experience
  • Multitasking and organization
  • Adaptability and flexibility
  • Customer relations
  • Active listening
  • Task prioritization
  • Data entry
  • Phone etiquette
  • Billing adjustments and refunds
  • Teamwork skills

Languages

Spanish
Native/ Bilingual

Timeline

Customer Care Team Lead

Raymour & Flanigan
12.2022 - Current

Cashier

Burger King
07.2020 - 12.2022

High School Diploma -

Centereach High School

Associate of Science - Accounting

Suffolk Community College

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