VICTORIA MARRUFO
Lakeshore Learning
Long Beach,CA
8
years of professional experience
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team player focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Work History
Seasonal Customer Service Associate
4 Months- Quickly learned to use Lakeshore's CRM systems in order to handle a high volume of back-to-school transaction requests from customers such as processing returns, replacements, pickups and drop-offs through FedEx.
- Collaborated with team to identify and propose updates to systems for improved usability and efficiency.
- Mentored a new associate on best practices and company policies.
- Implemented feedback to improve service quality and customer satisfaction.
Claims Specialist
2 Years 1 Month- Resolved complex customer inquiries through effective communication and problem-solving skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Communicated effectively with third parties such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolutions.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
Lead CSR
1 Year 5 Months- Led team of customer service representatives to enhance customer satisfaction and efficiency on the floor.
- Trained new hires resulting in improved staff performance.
- Encouraged a positive work environment by making sure open dialogue among team members regarding obstacles faced were discussed.
Lead Server/ Cashier
6 Months- Supervised daily operations, ensuring high-quality service and guest satisfaction.
- Trained and mentored new staff on menu knowledge and service standards.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
Lead Server/ Cashier
5 Months- Delivered exceptional customer service in high-volume dining environment.
- Trained new staff on menu items, service standards, and operational procedures.
- Resolved customer complaints promptly, enhancing guest satisfaction.
Lead Barista/ Cashier
1 Year 1 Month- Trained new baristas on beverage preparation and customer service protocols.
- Assisted in inventory management, tracking supplies, and placing orders as needed.
- Collaborated with team members to optimize workflow during peak hours for enhanced efficiency.
Brand Ambassador
3 Months- Collaborated with retail team to maintain visual merchandising standards that align with brand identity.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Showed understanding of customer’s personal style and preferences when offering product advice.
Education
Associate of Arts - Music Major
High School Diploma
Skills
Fast learner
Problem-solving
Teamwork
Communication
Interpersonal skills
Active listening
Timeline
Seasonal Customer Service Associate
Lakeshore Learning
04.2026 - 08.2026Read More
Claims Specialist
Mercury Insurance
10.2023 - 11.2025Read More
Lead CSR
David's Bridal
03.2022 - 08.2023Read More
Lead Server/ Cashier
Tender Greens
09.2021 - 03.2022Read More
Lead Server/ Cashier
Rabano
10.2019 - 03.2020Read More
Lead Barista/ Cashier
Jamba Juice
01.2019 - 02.2020Read More
Brand Ambassador
Banana Republic
06.2018 - 09.2018Read More
North High School
High School Diploma
Read More
El Camino College
Associate of Arts from Music Major
Read More