Viviana Itzel Perez
El Paso,TX
Summary
Accomplished Manager with a proven track record at Keg And Brew Craft House, enhancing team performance and customer satisfaction through effective communication and conflict resolution. Skilled in performance management and customer service, I've successfully implemented strategies that significantly improved business outcomes. Demonstrates strong leadership and problem-solving abilities, driving positive change and fostering a collaborative work environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager
Keg And Brew Craft House
07.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Sales Representative
Finish Line
02.2021 - 07.2021
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Customer Service Representative
Lowes Home Improvement
10.2020 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Bank Of America At Alorica Professional Services
09.2019 - 12.2019
- Assisted customers needs by answering phone calls professionally
- Managed Bank accounts with care
- Used empathy, professionalism and understood customers concerns and resolved their issues.
- Guided costumers through telephone how to manage their account.
Education
Associate of Applied Science - Health Administration
Southwest University At El Paso
El Paso, TX12-2024
Associate Of Applied Science - Medical Assisting
Southwest University At El Paso
El Paso, TX10.2023
Associates In Multidisciplinary Studies -
El Paso Community College
El Paso, TX07.2021
Skills
- Performance Management
- Workforce Management
- Expectation Setting
- Team Leadership
- Sales Techniques
- Effective Communication
- Decision Making
- Cross-functional Teamwork
- Problem Solving
- Staff Training and Development
- Conflict Resolution
- Customer Relationship Management
- Customer Service
- Team Development
- Performance Tracking and Evaluation
- Work Planning and Prioritization
- Teamwork and Collaboration
- Computer Skills
- Professional and Courteous
Certification
- CCMA - Certified Clinical Medical Assistant
- CPT - Certified Phlebotomist Technician
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Manager
Keg And Brew Craft House
07.2021 - Current
Sales Representative
Finish Line
02.2021 - 07.2021
Customer Service Representative
Lowes Home Improvement
10.2020 - 12.2021
Customer Service Representative
Bank Of America At Alorica Professional Services
09.2019 - 12.2019
- CCMA - Certified Clinical Medical Assistant
- CPT - Certified Phlebotomist Technician
Associate of Applied Science - Health Administration
Southwest University At El Paso
Associate Of Applied Science - Medical Assisting
Southwest University At El Paso
Associates In Multidisciplinary Studies -
El Paso Community College
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