Yanicela Calzada
Oldsmar,FL
Summary
Dynamic Customer Service Team Lead with proven expertise in complaint resolution, team management, and enhancing customer satisfaction. Committed to driving operational efficiency and fostering strong customer relationships.
Overview
9
9
years of professional experience
Work History
Customer Service Team Lead
Walmart
Oldsmar, FL
06.2017 - 12.2025
- Led team in resolving customer issues, enhancing satisfaction and loyalty.
- Trained and mentored new staff on service protocols and product knowledge.
- Implemented process improvements, streamlining workflows for enhanced efficiency.
- Oversaw daily operations, ensuring compliance with corporate policies and procedures.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Escalated issues to proper supervisors when standard processes were not effective.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Took cash and credit card payments via phone, in person, and through email.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Education
High School Diploma -
West Chicago High School
Chicago, IL06-2017
Skills
- Policy enforcement
- Customer satisfaction
- Professional telephone demeanor
- Order fulfillment
- Customer relations
- Complaint resolution
- Staffing oversight
- Customer service
- Customer service excellence
- Money handling
Languages
Spanish
Professional Working
Timeline
Customer Service Team Lead
Walmart
06.2017 - 12.2025
High School Diploma -
West Chicago High School