Summary
Overview
Work History
Skills
Affiliations
Languages
Certification
Timeline
Generic

Sephora Umba

Tomball,TX

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Licensed Insurance Agent

Progressive
Remote
10.2023 - Current
  • Developed and implemented comprehensive insurance plans for clients according to their individual needs.
  • Assessed customer risk levels and recommended appropriate coverage options.
  • Conducted research to identify competitive rates and benefits offered by other providers.
  • Provided customers with information regarding plan features, pricing, and availability.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
  • Resolved customer complaints in a timely manner to maintain high satisfaction levels.
  • Maintained accurate records of all insurance transactions using computer software systems.

Customer Service Representative

Williams-Sonoma
San Francisco, California
06.2018 - 10.2023
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Financial Analyst

PRIMERICA FINANCIAL SERVICES LIMITED
Columbus, Ohio
03.2016 - 05.2018
  • Reviewed financial documents and records to assess accuracy and compliance with applicable laws, regulations, and standards.
  • Identified discrepancies in financial data and recommended corrective actions to resolve them.
  • Analyzed trends in financial performance to identify areas for improvement.
  • Performed quantitative analysis of historical data to identify patterns or anomalies in the data set.
  • Assisted in developing long-term strategic plans for investments that aligned with organizational goals.
  • Managed portfolio performance by monitoring changes in markets, client objectives, and risk tolerance levels.
  • Proposed solutions for addressing liquidity issues based on cash flow projections.
  • Analyzed financial data to identify trends, patterns and strategies.

Coordinator

Marshalls
Columbus, Ohio
02.2015 - 02.2016
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Unloaded incoming merchandise, scanned inventory, and updated orders in the database system.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assisted in the organization and stocking of merchandise in designated areas.
  • Organized backroom storage area to ensure efficient use of space.
  • Ensured compliance with all safety regulations, policies, and procedures.
  • Unloaded shipments from vendors into the store's backroom.
  • Executed daily tasks such as replenishing shelves, organizing stock rooms, and maintaining a clean work environment.
  • Performed weekly audits to ensure accuracy of product placement on shelves throughout the store.
  • Processed freight deliveries and tracked receipt of merchandise for accuracy and completion.
  • Verified purchase orders against received shipments to identify discrepancies or errors.

Crew Member

KFC Restaurant
Columbus, Ohio
05.2014 - 01.2015
  • Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
  • Assisted management team with inventory counts of food products and beverage supplies.
  • Monitored quality of food served to ensure it met company standards for presentation and temperature.
  • Resolved customer complaints in a professional manner.
  • Maintained organized storage areas for food products, beverages and restaurant supplies.
  • Processed takeout orders quickly to ensure timely delivery of meals.
  • Informed customers about daily specials in an engaging manner.
  • Checked expiration dates on all products before serving them to customers.
  • Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
  • Wiped down tables and equipment, swept and refilled stock.
  • Packed fast food products in approved containers, cups, and bags.

Crew Member

Wendy's
Columbus, OH
05.2013 - 04.2014
  • Greeted customers upon arrival, provided menus and answered questions regarding menu items.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Educated customers on menu items, product ingredients and nutritional values.
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Restocked kitchen supplies including food products and utensils.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Adhered to health department regulations regarding food handling procedures.

Skills

  • Team training and development
  • Policy Management
  • Marketing techniques
  • Professional Networking
  • Client Relationship Management
  • Insurance product expertise
  • Data Entry
  • Call Management
  • Data Collection
  • Product Knowledge
  • Paperwork Processing
  • Team Development
  • Live chat support
  • Problem-solving abilities
  • Typing 70 WPM
  • De-Escalation Techniques
  • Critical Thinking
  • Documentation
  • Refunds processing
  • Money handling abilities
  • Order Fulfillment
  • Typing proficiency
  • Schedule mastery
  • Quality Control
  • Conflict Mediation
  • Senior leadership support
  • Customer consulting
  • Time Management
  • Punctuality
  • Active Listening
  • Critical Thinking Skills
  • Articulate Communication
  • Follow-up skills
  • Call Center Operations

Affiliations

  • Community Service at Houston Tabernacles

Languages

French
Native/ Bilingual
English
Native/ Bilingual

Certification

  • Drivers License
  • Texas Licensed Insurance Agent

Timeline

Licensed Insurance Agent

Progressive
10.2023 - Current

Customer Service Representative

Williams-Sonoma
06.2018 - 10.2023

Financial Analyst

PRIMERICA FINANCIAL SERVICES LIMITED
03.2016 - 05.2018

Coordinator

Marshalls
02.2015 - 02.2016

Crew Member

KFC Restaurant
05.2014 - 01.2015

Crew Member

Wendy's
05.2013 - 04.2014
  • Drivers License
  • Texas Licensed Insurance Agent

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Sephora Umba