Stephani Lazo
Ewa Beach,HI
Summary
Passionate Independent Customer Service Representative with solid 10-year history of successfully providing wireless IT support, billing, and sales support for car & travel packages to consumers. Recognized for building strong relationships. Offering exceptional persuasion skills, resulting in closing deals and overcoming objections. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
VCA Family Animal Hospital
03.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Agent
Walgreens Boots Alliance
09.2023 - 02.2024
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Tracked orders from placement to delivery using internal systems.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Advised customers on purchasing decisions based on their individual needs.
- Answered incoming calls promptly and professionally within company standards.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Suggested suitable options for unavailable products and services to retain customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Educated customers on special pricing opportunities and company offerings.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Independent Sales Representative
Arise Virtual Solutions Inc.
04.2013 - 06.2023
- Introduced customers to new offerings and updated accounts.
- Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions.
- Prepared and processed contracts and order forms for new and existing customers.
- Demonstrated products at customer locations, answering questions and redirecting objections to close deals.
- Conferred with customers to understand needs, recommend products and solve after-sale issues.
- Processed ACH, debit and credit card transactions for clients.
Cashier
OfficeMax
10.2005 - 01.2006
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Balanced daily transactions on a computerized point-of-sale system.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Conducted price checks for special orders or discounts as requested by customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
- Identified discrepancies between actual count and register balance; made corrections accordingly.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Followed company security procedures for handling large sums of money.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Performed other duties as assigned by management.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
Retail Sales Assistant
Pets N Plants
02.1999 - 03.2002
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Managed cash register operations using POS system and processed sales and returns.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
- Employed strong relationship-building skills and consistent follow-through in every aspect of work to improve customer satisfaction.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Managed scheduling, training and inventory control.
- Enforced federal, state, local and company rules for safety and operations.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
Reservation Agent
Budget Rental Car
01.1997 - 03.1999
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Researched and resolved customer issues.
- Relayed information on availability, pricing and discounts to customers.
- Verified guest information and payment options ensuring accuracy and completeness.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
GED -
Kaimuki High School
Honolulu, HI05.1993
Skills
- Sales and Customer service
- Travel and wireless IT support Knowledge
- Phone Etiquette
- Call Control
- Customer Engagement
- Data Entry
- Documentation and Reporting
- Accommodation Planning
- Issue Resolution
- Payment Processing
- Account Development
- Effective Customer Upselling
- Processing Payments
- Opening and Closing Procedures
- Critical Thinking
- Problem Resolution
- Customer Service
- Organizational Skills
- People Skills
- Maintenance & Repair
- Good Work Ethic
- Conflict Resolution
- Friendly, Positive Attitude
- Active Listening
- Flexible Schedule
- Reliable & Trustworthy
- Call Management
- Product Knowledge
- Data Collection
- Appointment Scheduling
- Report Generation
- Account Updating
- Consultative Sales
- Information Security
- Scheduling
- Inbound and Outbound Calling
- Complaint Resolution
- Professional Telephone Demeanor
Contact
Ewa Beach, HI 96706
Education and Training
other,Honolulu, HI
Timeline
Customer Service Representative
VCA Family Animal Hospital
03.2024 - Current
Customer Service Agent
Walgreens Boots Alliance
09.2023 - 02.2024
Independent Sales Representative
Arise Virtual Solutions Inc.
04.2013 - 06.2023
Cashier
OfficeMax
10.2005 - 01.2006
Retail Sales Assistant
Pets N Plants
02.1999 - 03.2002
Reservation Agent
Budget Rental Car
01.1997 - 03.1999
GED -
Kaimuki High School
Similar Profiles
Darnelle PanoncilloDarnelle Panoncillo
Veterinary Technician Assistant at Butterfield Animal HospitalVeterinary Technician Assistant at Butterfield Animal Hospital
Grace HartleyGrace Hartley
Veterinary Student Assistant at VCA Mill Run Animal HospitalVeterinary Student Assistant at VCA Mill Run Animal Hospital
Asia MercerAsia Mercer
Kennel Assistant at VCA Roswell Animal HospitalKennel Assistant at VCA Roswell Animal Hospital