Sonya Villarreal
Killeen,TX
Summary
Dynamic customer service professional with a proven track record at H.E. Butt Grocery Company, excelling in resolving inquiries and enhancing customer loyalty. Bilingual in Spanish, skilled in POS systems and active listening, I consistently exceeded performance metrics, driving sales growth and fostering strong client relationships through effective communication and critical thinking.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
H.E. Butt Grocery Company
09.2014 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed product returns and exchanges, adhering to company policies.
- Processed transactions accurately using point-of-sale systems.
- Implemented feedback mechanisms to improve customer experience continuously.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Independent Contractor/Brand Ambassador
LIZ CLAIBORNE INC/Chanel
08.2003 - 08.2013
- Managed inventory and ensured accurate product displays in retail environments.
- Collaborated with teams to optimize supply chain processes and enhance operational efficiency.
- Developed strategies for effective merchandising that aligned with brand standards.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Maintained detailed records of project progress, expenses, and communications for accurate invoicing and future reference.
- Developed promotional strategies to enhance product visibility and drive customer engagement.
- Collaborated with retail teams to execute in-store events that align with brand objectives.
Education
Bachelor of Arts - Criminal Justice
The University of Texas At El Paso
El Paso, TXSkills
- Customer service
- Active listening
- Critical thinking
- POS System
- Order processing
- Product sales
- Bilingual in Spanish
Accomplishments
- Spirit of HEB Award
- Customer Service Award 2025
- Successful completion Partner Development Series 2017
- Exceeds Expectations on job performance
Certification
Texas Alcohol and Beverage Commission Certified
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
H.E. Butt Grocery Company
09.2014 - Current
Independent Contractor/Brand Ambassador
LIZ CLAIBORNE INC/Chanel
08.2003 - 08.2013
Bachelor of Arts - Criminal Justice
The University of Texas At El Paso