VANESSA CORTEZ

• Manage a team of employees to ensure daily tasks completed efficiently and on time
• Provided guidance and support to team members to help them meet goals
• Implemented and enforced company policies and procedures to maintain a productive work environment
• Conducted regular performance evaluations and provided feedback to employees for professional development
• Collaborated with other departments to coordinate workflow and resolve any issues that arose
• Successfully led the team to achieve high performance metrics in areas such as call quality, first call resolution, VQS, grievance accuracy, and adherence to sign-in procedures
• Maintained low turnover rates by fostering ongoing dialogue, communication, coaching, and regular meetings with agents
• Achieved a team rating of 3.45 (Successful Performer) in the first semester of 2024
• Supported CVS Health's 'Hard at Work' behaviors by building a capable, efficient, and high morale team.

• Provided accurate, valid, and complete information to customers
• Resolved customer complaints promptly and professionally
• Built sustainable relationships of trust through open communication with customers
• Ensured compliance with company policies regarding privacy laws and data protection regulations
• Performed administrative duties such as filing paperwork, maintaining records, updating databases
• Participated in team meetings to discuss strategies for improving customer satisfaction levels
• Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
• Obtained CCR2 certification in November 2023
• Subject Manner Expert in training and developing newly hired and tenured agents
• Medicare part D line of business

• Answered customer inquiries and provided accurate information regarding products and services
• Remained calm and professional in stressful circumstances and effectively diffused tense situations
• Answered inbound calls, chats, and emails to facilitate customer service
• Demonstrated excellent communication skills in resolving product and consumer complaints
• Developed strong customer relationships to encourage repeat business
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor
• Educated customers on special pricing opportunities and company offerings
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Cross-trained and provided backup support for organizational leadership.
• Investigated and resolved customer inquiries and complaints quickly.

Started as a Cashier, providing excellent customer service and handling transactions accurately.
Cross-trained in kitchen operations, gaining expertise in food preparation and safety standards.
Promoted to Kitchen Manager, overseeing daily kitchen operations and ensuring high food quality.
Managed customer service initiatives, training staff to effectively resolve inquiries and complaints.
Streamlined workflows by coordinating with kitchen staff to enhance efficiency during busy periods.
Implemented inventory management practices, reducing waste and maintaining consistent stock levels.
Developed and updated menus based on customer feedback and seasonal trends.
Fostered a positive team environment, motivating staff to achieve performance goals.

As a Guest Services Leader, I ensured exceptional customer experiences by managing returns and the layaway program while leading a dedicated team focused on service excellence.
Key Responsibilities:
• Returns Management: Oversaw the returns process, ensuring efficiency and compliance with company policies while providing a seamless experience for customers.
• Layaway Program Oversight: Managed the layaway program, including customer inquiries, account management, and payment processing, to enhance customer satisfaction and sales.
• Team Leadership: Led a team of guest service associates, providing training and support to foster a high-performance culture focused on customer service.
• Customer Experience Enhancement: Developed and implemented strategies to improve the overall customer experience based on feedback and service metrics.
• Collaboration: Partnered with other departments to align on promotions and sales initiatives, ensuring consistent messaging and service delivery.
• Conflict Resolution: Addressed and resolved escalated customer issues, ensuring effective solutions and maintaining a positive store reputation.
Achievements:
• Streamlined the returns process, reducing handling time by 25%.
• Increased participation in the layaway program, contributing to overall sales growth.
• Recognized for leadership excellence and dedication to enhancing customer service.
This role required strong organizational skills, effective communication, and a commitment to delivering a superior customer experience