Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Affiliations
References
Timeline
Generic

Victor Alejandro Flores Pulido

Guadalajara,Jalisco

Summary

Customer Service Representative with a strong background in resolving complex inquiries and enhancing customer satisfaction. Demonstrated ability to communicate effectively and solve problems in high-pressure environments. Proven success in improving team productivity through collaboration and support. Recognized for effectively managing escalated customer support issues.

Overview

23
23
years of professional experience

Work History

CSR

Helpware MX
Zapopan, Jalisco
11.2021 - Current
  • Handled customer inquiries and complaints in a timely manner.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Gathered feedback from customers regarding products and services.
  • Assisted in the development of customer service procedures and policies.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.
  • Assisted customers with product selection based on their needs and preferences.
  • Researched required information using available resources.
  • Maintained up-to-date knowledge of company products and services.
  • Generated reports on customer inquiries and complaints for management review.
  • Provided guidance on product features and benefits as well as troubleshooting techniques.
  • Processed orders, forms, applications, and requests.
  • Updated job knowledge by participating in educational opportunities.
  • Analyzed call trends to identify areas of improvement for customer service processes.
  • Identified customer needs and provided appropriate solutions.
  • Provided customer service support to customers over the phone and by email.
  • Analyzed customer feedback data to identify areas of improvement.
  • Adhered to company's established protocols for handling confidential data.
  • Participated in team meetings or training sessions when necessary.
  • Followed up with customers to ensure their satisfaction.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Performed account maintenance activities such as updating client information in databases.
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Ensured compliance with applicable laws and regulations for provision of services.
  • Processed customer account changes with proprietary software.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Educated customers on special pricing opportunities and company offerings.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Consulted with customers regarding needs and addressed concerns.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Mentored junior team members and managed employee relationships.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Rock N Burger

Self-employed
Guadalajara, Jalisco
06.2018 - 09.2021
  • Managed daily operations of business, including hiring and training staff.
  • Provided direction and guidance to employees.
  • Ensured compliance with local, state, and federal regulations.
  • Created marketing campaigns to attract new customers.
  • Developed policies and procedures for the organization.
  • Analyzed industry trends to develop competitive strategies.
  • Oversaw budgeting and financial management.
  • Developed strategic plans to increase profitability and efficiency.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Organized events such as trade shows and conferences.
  • Ensured compliance with applicable laws and regulations related to business operations.
  • Monitored performance of personnel against goals set forth by the company.
  • Identified new opportunities for growth, expansion, and diversification.
  • Analyzed market trends to identify new business opportunities.
  • Implemented quality assurance processes to ensure product excellence.
  • Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy.
  • Executed performance reviews to encourage improved productivity for team members.
  • Employed and managed vendors by negotiating deliverables, cost and expected quality.
  • Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.
  • Set pricing structures according to market analytics and emerging trends.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Managed sales presentations to promote product and brand benefits.
  • Hired and trained new department managers to increase team oversight and productivity.
  • Analyzed client business needs and assisted in determining appropriate resources and strategies.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Led startup and creation of operational procedures and workflow planning.
  • Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
  • Formed and sustained strategic relationships with clients.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Kitchen Manager

Side Walk Cafe
Las Vegas, NV
05.2002 - 02.2012
  • Assisted in developing menus according to seasonal availability of ingredients as well as customer preferences.
  • Maintained accurate records of food costs, labor costs, waste management and other related expenses.
  • Managed employee relations by providing guidance on job duties as well as disciplinary actions when needed.
  • Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.
  • Developed and implemented kitchen policies, procedures and quality standards.
  • Trained new employees on kitchen procedures and policies.
  • Provided feedback during tasting sessions to help refine existing dishes or develop new ones.
  • Analyzed financial data including sales reports, budgeting information and cost analysis reports to make operational decisions.
  • Performed weekly inventories of food items stored in refrigerators or freezers.
  • Oversaw daily operations of the kitchen including meal preparation, cooking methods, portion sizes and plate presentation.
  • Conducted regular staff meetings to discuss menu changes, safety protocols and performance reviews.
  • Created weekly schedules for kitchen staff members based on anticipated business volume.
  • Supervised food production processes ensuring high quality standards were met throughout each stage of preparation.
  • Promoted an atmosphere of teamwork among kitchen staff members by fostering open communication between team members.
  • Collaborated with chefs to create innovative recipes that utilized fresh ingredients from local suppliers.
  • Ensured compliance with all applicable local, state and federal laws governing food service operations.
  • Inspected equipment regularly to identify necessary repairs or replacements.
  • Evaluated employee performance through observation of work habits, attitude toward customers and adherence to company policies.
  • Resolved customer complaints in a timely manner while maintaining a positive attitude towards guests at all times.
  • Ensured compliance with health and safety regulations.
  • Monitored sanitation practices to ensure that all employees adhere to health department regulations.
  • Trained new kitchen staff on proper food handling techniques and safety regulations.
  • Reviewed vendor invoices for accuracy before authorizing payment transactions.
  • Maximized team performance by training new employees on proper food handling and restaurant protocols.
  • Motivated kitchen staff by establishing goals to increase productivity and quality.
  • Assisted restaurant owners with pricing by providing ingredient costs and portioning information.
  • Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
  • Developed and implemented strategies to enhance team performance, improve processes and boost results.
  • Kept kitchen equipment properly functioning by following manufacturer's operating instructions and educating staff on proper use.
  • Oversaw meal preparation and monitored food handling to encourage safety.
  • Utilized various preparation and cooking methods to create menu items in accordance with recipes.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Delegated work to staff, setting priorities and goals.
  • Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Promoted safe working conditions by monitoring safety procedures and equipment.
  • Assisted staff by serving food and beverages or bussing tables.
  • Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
  • Trained new employees to perform duties.
  • Inspected dining and serving areas for cleanliness and proper setup.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Explained goals and expectations required of trainees.
  • Worked in close collaboration with team members to ensure customers received high-quality service.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.

Education

High School Diploma -

Las Vegas High School
8600 E. Sahara Ave.
06-1998

Skills

  • Customer service
  • Data analysis
  • Conflict resolution
  • Customer relationship management
  • Order processing
  • Product knowledge

Languages

English
Professional
Spanish
Professional

Accomplishments

  • LEAP PROGRAM

Affiliations

  • COOKING
  • GUITAR
  • BASE GUITAR

References

References available upon request.

Timeline

CSR

Helpware MX
11.2021 - Current

Rock N Burger

Self-employed
06.2018 - 09.2021

Kitchen Manager

Side Walk Cafe
05.2002 - 02.2012

High School Diploma -

Las Vegas High School

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Victor Alejandro Flores Pulido
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