Summary
Work History
Education
Skills
Timeline
Generic
Yulianis Mateo

Yulianis Mateo

Casselberry,USA

Summary

Dedicated and customer-focused Remote Retail Customer Service Representative with over 4 years of experience delivering exceptional support in fast-paced eCommerce and retail environments. Skilled in resolving inquiries related to orders, returns, payments, and product information through phone, chat, and email. Proven ability to work independently in remote settings while maintaining high customer satisfaction and first contact resolution scores. Proficient in using CRM platforms like Microsoft Office and Salesforce, and collaboration tools such as Word Power Point and Zoom. Known for empathy, attention to detail, and a strong commitment to creating positive customer experiences.

Work History

Retail Worker Customer Service Representative

Marshalls
  • Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
  • Helped customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment.
  • Developed strong written and verbal communication skills through phone, chat, and email interactions with retail customers.
  • Delivered consistent customer satisfaction ratings above company benchmarks.
  • Answering customer questions about products, services, and company policies.

Remote Retail Costumer Service

Ross Dress for Less
  • Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
  • Provided exceptional customer service, effectively handling difficult situations while maintaining professionalism and empathy.
  • Offered remote support services where applicable thus enhancing convenience for customers who could not visit the store physically.
  • Handled returns, order tracking, billing questions, and product support via email and chat.
  • Providing information about products and services, potentially recommending alternative or complementary items (cross-selling/upselling).

Retail Costumer Service

Dicks Sporting Goods
  • Live chat, email, and phone support
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Handling billing, shipping, and tracking issues
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Fast Food Worker

Panda Express
  • Trained new employees on store policies and procedures, fostering a cohesive team environment.
  • Answered phone calls with questions about store policies and addressed customer concerns.
  • Provided excellent product knowledge to customers through continuous learning about new items and promotions within the store.
  • Handled cash transactions accurately and efficiently while adhering to company loss prevention guidelines.

Remote Costumer Service Representative

Old Time Pottery
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Education

High School Diploma -

Stepping Stones High School

Skills

  • Bilingual Fluent in Spanish and English
  • Phone, Email & Live Chat Communication
  • Conflict Resolution & Problem Solving
  • Empathy & Active Listening
  • Customer Retention & Satisfaction
  • Billing, Payment, & Promo Code Support
  • Loyalty & Rewards Program Assistance
  • Upselling & Cross-Selling Techniques
  • Leadership Skills
  • Interpersonal Skills
  • Problem Resolution

Timeline

Retail Worker Customer Service Representative

Marshalls

Remote Retail Costumer Service

Ross Dress for Less

Retail Costumer Service

Dicks Sporting Goods

Fast Food Worker

Panda Express

Remote Costumer Service Representative

Old Time Pottery

High School Diploma -

Stepping Stones High School

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Yulianis Mateo