RUTH MONTES
North Hills,CA
Summary
Professional Call Center Customer Service Lead committed to providing courteous, prompt, detailed, and accurate support. Experienced in managing outbound and inbound calls and handling emergency issues with patience and tact. Demonstrates a superior work ethic and expertise in fast-paced call center environments. Driven and responsible with an adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
22
22
years of professional experience
Work History
Retail Sales Associate/Retail Keyholder
Express Clothing
11.2023 - Current
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeled items, and arranged according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Managed cash register after end of shift to balance and record accurate transactions.
- Maintained clean and organized store environment, enhancing overall shopping experience for customers.
CALL CENTER CUSTOMER SERVICE RETENTION LEAD
Lamps Plus
09.2012 - 04.2023
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
- Streamlined communication processes within the team by implementing new protocols that resulted in better collaboration among agents.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated closely with other departments to ensure proper resolution of customer issues.
- Built customer loyalty by placing follow-up calls for customers reporting issues.
- Exhibited strong communication skills to effectively convey information to customers via phone or email.
- Worked with upper management to facilitate appropriate changes and improve customer satisfaction.
- Applied knowledge of products and services offered to provide customized solutions that meet customers' needs.
- Proficiently handled escalated customer calls with patience, tact, and diplomacy.
- Demonstrated strong leadership skills while motivating diverse group of employees to achieve performance objectives.
- Provided guidance and mentorship to junior associates, helping them develop their professional skillset
- Handled high volume of calls each shift to meet demands of fast-paced call center.
STORE MANAGER
Ride aid
01.2009 - 08.2012
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
ASSISTANT STORE MANAGER
Payless shoes source
01.2006 - 01.2009
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
SALES ASSOCIATE
Sears
09.2005 - 01.2006
- 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.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
SALES ASSOCIATE
Payless Shoes Source
01.2002 - 09.2005
- 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.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Education
High School Diploma -
Hollywood High School
Los Angeles, CA06.2021
Skills
- Call Monitoring
- Quality Assurance
- Coaching and Mentoring
- Technical Support
- Training delivery
- Customer Retention
- Sales Support
- Call Center
- Spanish Fluent
- Payment Processing
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Retail Sales Associate/Retail Keyholder
Express Clothing
11.2023 - Current
CALL CENTER CUSTOMER SERVICE RETENTION LEAD
Lamps Plus
09.2012 - 04.2023
STORE MANAGER
Ride aid
01.2009 - 08.2012
ASSISTANT STORE MANAGER
Payless shoes source
01.2006 - 01.2009
SALES ASSOCIATE
Sears
09.2005 - 01.2006
SALES ASSOCIATE
Payless Shoes Source
01.2002 - 09.2005
High School Diploma -
Hollywood High School
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