Selene Padilla
Albuquerque,NM
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
CSR/ Marketing Team
Golden Flower Chinese Herbs
Albuquerque, NM
06.2024 - 02.2026
- Processed orders efficiently, ensuring timely delivery and customer satisfaction.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed and implemented marketing campaigns to enhance brand visibility and customer engagement.
- Managed social media platforms, creating content that increased brand awareness and audience interaction.
- Coordinated trade shows and events, ensuring seamless execution while promoting company products or services successfully.
- Created customized marketing materials to increase product awareness.
Feline Adoption Counselor
Watermelon Mountain Ranch
Albuquerque, NM
02.2024 - 06.2024
- Facilitated the placement of shelter cats in need of adoption into permanent homes.
- Assisted with legal paperwork related to adoption proceedings.
- Provided daily care for cats, including feeding, cleaning, and grooming.
- Assisted with adoption events to ensure a successful outcome.
- Responded to inquiries regarding adoptions, donations, and other related topics.
- Organized cat supplies such as food and litter boxes.
- Ensured shelter areas were clean and safe for cats.
- Interacted with potential adopters to provide information about the cats in our facility.
- Performed administrative tasks such as answering phones and filing paperwork.
Project Support Professional
Lowe's Companies Inc
Albuquerque, NM
02.2021 - 08.2023
- Delivering world-class service to customers in a Home Improvement retail environment.
- Handled real-time customer inquiries and complaints regarding installation projects through multiple channels (email, phone, live chat)
- Acted as a liaison between the Lowe's Store Associates, Product Vendors, 3rd Party Installers and the customers to ensure projects are completed according to customer satisfaction.
- Demonstrated comprehensive knowledge of the company's full range of products and services.
- Accurately document customer and store associate interactions using Installation Management System (IMS) and SalesForce.
- Ensured compliance with relevant regulations or standards when executing projects across multiple regions.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent 100% basis.
- Worked remotely, ensuring a reliable and consistent internet connection with no interruptions.
Fulfillment Specialist
Lowe's Companies Inc
Albuquerque, NM
08.2020 - 02.2021
- Received and processed incoming orders, ensuring fast paced fulfillment.
- Updated system databases with new orders and order status changes.
- Managed returns process, resolving any discrepancies in a timely manner.
- Resolved customer inquiries via phone, email, or other communication channels.
- Assisted customers with pick-up orders at designated loading docks or drive-through areas.
- Performed daily cycle counts as part of inventory control process.
- Communicated effectively with other departments regarding order status updates.
Written Communications Specialist
Lowe's Companies Inc
Albuquerque, NM
01.2017 - 01.2019
- Answered customer inquiries regarding product features, pricing, and availability.
- Resolved customer complaints in a timely manner.
- Assisted customers with troubleshooting their email accounts.
- Maintained accurate records of customer interactions and transactions.
- Followed up with customers to ensure their satisfaction with the resolution process.
- Escalated unresolved problems to higher levels of management when necessary.
- Provided feedback on website design changes that would improve the user experience.
- Composed grammatically correct, clear and concise email responses to reflect company tone and style.
Customer Service Representative
Caliber Collision
Albuquerque, NM
02.2020 - 08.2020
- Managed daily operations of the Collision Center, including scheduling appointments and allocating resources.
- Ensured compliance with safety regulations and industry standards during pandemic Covid-19 to ensure safe working conditions for employees and customers.
- Facilitated communications between customers, insurance companies, vendors, suppliers and other stakeholders involved in repair process.
- Resolved customer complaints promptly by addressing their concerns directly or coordinating with relevant personnel.
- Developed and implemented plans to increase efficiency in the Collision Center, while ensuring customer satisfaction.
- Coordinated with insurance companies regarding repairs, estimates, payment processing and other related matters.
- Ensured that all necessary paperwork was completed correctly prior to releasing repaired vehicles back to customers.
Education
High School Diploma -
Hope Christian High School
Albuquerque, NMSome College (No Degree) -
Central New Mexico Community College
Albuquerque, NMSkills
- Effective communication in writing and speech
- Compensation management experience
- Empathetic decision-making
- Ability to manage high call volume
- Maintained 100% quality assurance standards
- Project coordination
- Monitoring performance metrics
- Customer engagement strategies
- Effective team engagement
- Innovative problem-solving
- Effective phone and email communication
- Project status communication
- Effective conflict resolution
- Technical assistance expertise
- Customer complaint management
- Proficient in closing sales
- Effective product upselling
- Call Control
- Product Knowledge
- Appointment Scheduling
- In-Store Support
- Order Fulfillment
- High-Energy Attitude
- Warranty Service
- Digital audience engagement
- Animal Nutrition
- Animal Grooming
- Creative Writing
- Kennel care
- Animal Care
- Adoption procedures
- Animal Handling
- Compassionate communication
- Veterinary Support
- Medication Administration
- Animal Observations
- Supply Maintenance
- Written Communication
- Attention to Detail
- Organizational Skills
- Human and Animal Safety
- Pet Owner Advisory
- Microsoft Office
- Animal Behavior Education
- Brand building
- Advertising campaigns
Timeline
CSR/ Marketing Team
Golden Flower Chinese Herbs
06.2024 - 02.2026
Feline Adoption Counselor
Watermelon Mountain Ranch
02.2024 - 06.2024
Project Support Professional
Lowe's Companies Inc
02.2021 - 08.2023
Fulfillment Specialist
Lowe's Companies Inc
08.2020 - 02.2021
Customer Service Representative
Caliber Collision
02.2020 - 08.2020
Written Communications Specialist
Lowe's Companies Inc
01.2017 - 01.2019
Some College (No Degree) -
Central New Mexico Community College
High School Diploma -
Hope Christian High School