Stephanie Pedroza
Summary
Adept at transforming customer challenges into triumphs, I leveraged my critical thinking and customer service prowess at Bealls Store to enhance client satisfaction and loyalty. My collaborative spirit and proficiency in Microsoft Office Suite streamlined operations, contributing to a noticeable improvement in service delivery and team efficiency.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in [Desired Position] role.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Bealls Store
10.2024 - 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Home Maker
Self
02.2020 - 10.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Receptionist Administrator
Murphy Law Firm, Llc - a Personal Injury Lawyer
07.2019 - 02.2020
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Collaborated with team members on various projects to achieve department goals and improve overall efficiency.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Coordinated meeting room bookings, optimizing space utilization and accommodating diverse needs.
- Facilitated communication between departments, improving overall organizational efficiency.
- Enhanced front office efficiency by streamlining appointment scheduling processes.
- Managed multi-line phone system, ensuring prompt and courteous service to callers.
- Improved client satisfaction with timely and accurate information provision.
Customer Service Representative
Carusele Designs
06.2018 - 02.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
High School Diploma -
Indio Christian Academy
Indio, CA06-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Paperwork processing
- Order processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Data collection
- Technical support
- Clerical support
Timeline
Customer Service Representative
Bealls Store
10.2024 - Current
Home Maker
Self
02.2020 - 10.2024
Receptionist Administrator
Murphy Law Firm, Llc - a Personal Injury Lawyer
07.2019 - 02.2020
Customer Service Representative
Carusele Designs
06.2018 - 02.2019
High School Diploma -
Indio Christian Academy