Sonia Zamora Ayala
Portland
Summary
Educated Customer Service Lead with great coaching, documentation, and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
4
4
years of professional experience
Work History
Service Desk Lead
The Home Depot Inc
Portland
03.2025 - Current
- Developed and maintained positive relationships with customers for satisfaction.
- Trained new staff on customer service protocols and best practices.
- Coordinated scheduling to ensure adequate coverage during peak hours.
- Implemented feedback systems to improve customer experience continuously.
- Monitored team performance and provided constructive feedback regularly.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Handled complaints and issues for manager during busy time periods.
- Managed the book and physical and special on hand reports.
- Greeted visitors and directed them to appropriate departments.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Provided excellent customer service at all times while interacting with both internal and external customers
- Communicated with customers regarding delivery updates and issues.
- Managed the day-to-day operations of the delivery team including assigning tasks, setting deadlines and ensuring adherence to best practices.
- Assisted in scheduling, rescheduling, and canceling appointments for customers.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Task Associate
Ulta Cosmetics
Portland
08.2022 - 06.2025
- Assisted in product stocking and organization on sales floor.
- Processed customer transactions efficiently at the checkout counter.
- Maintained cleanliness and presentation of store displays and merchandise.
- Collaborated with team members to enhance customer service experience.
- Supported inventory management through regular stock checks and replenishment.
- Trained new staff on operational procedures and customer service standards.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
- Handled returns and exchanges according to store policies effectively.
- Helped customers find specific products, answered questions, and offered product advice.
- Analyzed sales data to optimize product placement and maximize space usage.
- Developed visual merchandising strategies that enhanced store aesthetics and flow.
- Maintained accurate records of planogram changes and updates for management review.
- Monitored inventory levels and adjusted planograms accordingly.
- Worked closely with retail managers to provide insights into how best utilize available space within stores.
- Fulfilled orders for the online business.
- Auditing and making sure all orders are up to standard and within compliance dates.
- Answered incoming calls in a timely and professional manner.
- Made people feel beautiful!
Style Consultant
Target
Portland
12.2021 - 10.2022
- Advised customers on fashion choices and style trends.
- Curated visually appealing merchandise displays for customer engagement.
- Assisted in inventory management and stock organization on the sales floor.
- Conducted personal styling sessions to enhance customer confidence and satisfaction.
- Trained new staff on product knowledge and store policies effectively.
- Participated in seasonal merchandising strategies to reflect current fashion trends.
- Supported other departments within the business as required.
- Processed customer transactions efficiently at high-volume retail store.
- Organized and maintained fitting room areas for cleanliness and accessibility.
- Assisted customers with fitting room needs and garment selections.
- Trained new staff on fitting room procedures and customer service standards.
- Organized unwanted merchandise and restocked on racks and shelves.
Education
Roosevelt High School
Portland, OregonSkills
- Training and development
- Conflict resolution
- Performance monitoring
- Inventory management
- Scheduling coordination
- Problem solving
- Time management
- Attention to detail
- Telephone etiquette
- Order management
- Email etiquette
- Positive and professional
- Empathy and patience
- Appointment scheduling
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Reference
Sabrina A (971)451-4166
Charlotte H (971)363-6208
Timeline
Service Desk Lead
The Home Depot Inc
03.2025 - Current
Task Associate
Ulta Cosmetics
08.2022 - 06.2025
Style Consultant
Target
12.2021 - 10.2022
Roosevelt High School