Vanessa Matta
Sacramento,CA
Summary
Dynamic Lead Customer Service Representative at Faneuil.Inc with proven expertise in call management and customer complaint resolution. Successfully led a team to enhance customer satisfaction, significantly reducing escalations. A fast learner with a positive attitude, I excel in multitasking and organization, driving performance and mentoring new talent for success.
Overview
12
12
years of professional experience
Work History
Retail Associate
Delilah’s Bowtique
Sacramento, CA
03.2017 - 12.2024
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Maintained open lines of communication with supervisors regarding concerns or suggestions for improvement within the store operations.
- Effectively managed time by prioritizing tasks according to store needs or management directives.
- Performed cash, card, and check transactions to complete customer purchases.
- Managed efficient cash register operations.
- Tracking Shipments
- Greeted customers and helped with product questions, selections, and purchases.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
Lead Customer Service Representative
Faneuil.Inc
Sacramento, CA
09.2012 - 12.2016
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
Education
High School -
Lindhurst High School
06.2011
Skills
- Call management
- Work prioritization
- Call center experience
- Customer complaint resolution
- Customer support
- Willingness to lead
- Service recommendations
- Fast learner
- Positive and friendly
- Multitasking and organization
- Bilingual in Spanish
Timeline
Retail Associate
Delilah’s Bowtique
03.2017 - 12.2024
Lead Customer Service Representative
Faneuil.Inc
09.2012 - 12.2016
High School -
Lindhurst High School