Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Sulema Rochel

Amarillo,Texas

Summary

Results-driven professional seeking position as Customer Service Representative. Focused on performance and flexible with specific needs of different assignments. Collaborates professionally with individuals from broad array of backgrounds and cultures. Dynamic Bilingual Customer Service Representative with 25 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.

Overview

24
24
years of professional experience

Work History

Harbor Freight Tools

Store Manager
Amarillo, TX
09.2005 - 03.2022
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Approved regular payroll submissions for employees.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Accomplished multiple tasks within established timeframes.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Identified issues, analyzed information and provided solutions to problems
  • Worked with customers to understand needs and provide excellent service
  • Worked flexible hours across night, weekend and holiday shifts
  • Monitored company inventory to keep stock levels and databases updated

Sears Hardware

Assistant Store Manager
Elgin , Illinois
06.1995 - 02.2003
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Effectively supervised staff of 28 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Collaborated with team members to achieve target results.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

High School Diploma -

Elgin High School
Elgin Il
06.1997

Skills

  • Bilingual Spanish
  • Store Merchandising
  • Multitasking and Organization
  • Retail Operations
  • Time Management
  • Policy Enforcement
  • Hiring and Training
  • Assignment Delegation
  • Customer Service
  • Efficient and Detail-Oriented
  • Sales and Upselling
  • Flexible and Adaptable
  • Self-Motivated
  • Organization and Time Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Harbor Freight Tools

Store Manager
09.2005 - 03.2022

Sears Hardware

Assistant Store Manager
06.1995 - 02.2003

High School Diploma -

Elgin High School

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Sulema Rochel