SASHA ALIZE GONZALEZ
Buena Park,CA
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Logically handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Front Desk Associate
Aqua-Tots Swim School
09.2023 - Current
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained cleanliness and organization of front desk area.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Developed strong rapport with returning guests through attentive service and personalized interactions.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Performed basic daily bookkeeping tasks.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Enforced policies and procedures to increase efficiency.
Brand Ambassador
Lovepop
04.2022 - Current
- Achieved sales goals and marketing objectives, delivered memorable customer experiences and drove brand awareness and loyalty
- Maintained brand and product knowledge to anticipate questions about products and deliver thoughtful responses
- Leveraged and demonstrated company tools and technology to engage customers and offer product expertise
- Strengthened relationships with customers and increased per-account sales
- Engaged customers in conversation, building connections and offering additional product information
- Set up and arranged displays or demonstration areas to attract attention of prospective customers
- Consulted with customers to understand their needs and suggest most appropriate products
- Showcased products to large crowds, inspiring curiosity and interaction
Customer Service Advisor
GameStop
10.2021 - 01.2022
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Utilized computer systems to research and record account information
- Returned customer calls and responded to inquiries and complaints
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Completed and processed paperwork and records and entered important data in company CRM
- Engaged members in conversation to offer products and services to meet needs and goals
- Opened and closed accounts and processed applications
- Answered inbound calls to greet and assist customers with various needs and questions
- Met team and client performance metrics, goals, and deadlines
- Handled escalated callers constructively to provide positive outcomes for members
- Responded to customer questions and complaints and documented consumer communications
- Resolved customer inquiries, complaints, and issues and used problem solving techniques to provide solutions
- Prepared order sheets and sent out invoices and statements for payments due
- Responded to questions and followed up on customer interactions
- Answered calls or emails from customers and assisted with special requests or resolving complaints
- Assisted associates with problem resolutions
- Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation
- Monitored and resolved product and service issues promptly
- Informed customers and professionals on eligibility, benefits, claims payment, and authorizations
- Completed sales payments, refunds, and exchanges and issued store credit
- Directed individuals on usage and benefits of self-service tools
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
Manager in Training
WARMEL Management Company
01.2021 - 09.2021
- Trained and oriented new employees to company culture and procedures
- Checked work areas and equipment regularly to identify needed maintenance and team assignments
- Shadowed established managers to learn how to spot and correct problems with POS operations
- Built and maintained positive professional relationships with staff, vendors, and customers
- Identified root causes and implemented changes to improve accuracy, productivity, and quality of team's performance
- Managed employee performance through disciplining, coaching, and counseling
- Improved employee skills, increased team value, and cultivated leadership potential
- Oversaw day-to-day operations and special projects in fast-paced work environments
- Improved team member performance through motivation and training
- Performed facility checks to verify cleanliness and client safety
- Assisted with administering policies and practices in human resources, compliance, safety, and quality assurance
- Addressed and resolved customer inquiries and complaints to restore satisfaction
Education
Occupational Associates In Science - Respiratory Therapy
American Career College
Anaheim, CAHigh School Diploma - Early College Program, Agriculture Program
Buena Park/La Vista High School
Buena Park, CA07.2021
Skills
- Customer Service
- Problem-solving
- Attention to detail
- Multitasking
- Time management
- Staff training
- Problem resolution
- Order processing
Certification
• BLS
• ACLS
• Los Angeles Fire Safety Hospital Certification
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Associate
Aqua-Tots Swim School
09.2023 - Current
Brand Ambassador
Lovepop
04.2022 - Current
Customer Service Advisor
GameStop
10.2021 - 01.2022
Manager in Training
WARMEL Management Company
01.2021 - 09.2021
High School Diploma - Early College Program, Agriculture Program
Buena Park/La Vista High School
• BLS
• ACLS
• Los Angeles Fire Safety Hospital Certification
Occupational Associates In Science - Respiratory Therapy
American Career College
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