ANGIE NAJERA
Stockton,CA
Summary
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 and providing customized solutions to build loyalty.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Big Lots Stores, Inc.
Stockton, CA
01.2023 - Current
- Evaluated customer service staff performance and provided constructive feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Service Manager
Big Lots Inc
Stockton, CA
03.2022 - 01.2023
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved customer complaints in professional and timely manner.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Managed over 60 customer calls daily
Receiving Associate
Staple Distribution Center
Stockton, CA
03.2017 - 03.2022
- Collaborated with other departments to resolve potential incoming shipment issues.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Regularly reviewed invoices and double-checked orders.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Utilized forklift to transport pallets of goods to and from warehouse.
- Handled day to day shipping and receiving overseeing more 100 packages per day
Team Lead
TJX Companies TJX MAXX
Stockton, CA
07.2002 - 02.2017
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Directed and supervised team of 12 engaged in customer service and sales development.
Education
High School Diploma
Stockton,CA05.1993
Skills
- Conflict Resolution Techniques
- Order Fulfillment
- Coaching and Mentoring
- Sales Expertise
- Training and Development
- Customer Loyalty
- Account Management
- Customer Care
- Client Rapport-Building
- Microsoft Office
- Technical Support
Certification
Management (10+ years)
Team management
Certifications and Licenses
Forklift Certified
September 2020 to September 2023
Timeline
Customer Service Team Lead
Big Lots Stores, Inc.
01.2023 - Current
Service Manager
Big Lots Inc
03.2022 - 01.2023
Receiving Associate
Staple Distribution Center
03.2017 - 03.2022
Team Lead
TJX Companies TJX MAXX
07.2002 - 02.2017
High School Diploma