Yasmine Diaz
El Mirage,AZ
Summary
Dynamic customer service professional with proven expertise at Innovative Answering Assistance Inc. Skilled in conflict resolution and relationship building, I excelled in enhancing customer satisfaction and loyalty. My strong active listening abilities and critical thinking led to effective complaint handling, ensuring a seamless experience for clients and fostering repeat business.
Overview
8
8
years of professional experience
Work History
Customer Service Representative / Dispatch
Innovative Answering Assistance Inc.
12.2021 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Sales Associate Beauty /Fulfillment / Cashier
Target
09.2020 - 11.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Set up new sales displays each week with fresh merchandise.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Learned duties for various positions and provided backup at key times.
- Performed cash, card, and check transactions to complete customer purchases.
Sales Associate Beauty /Order Fulfillment / Cashier
Target
09.2019 - 09.2020
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Solved customer challenges by offering relevant products and services.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Front Desk Agent
Holiday Inn Express Clearwater Icot
09.2017 - 04.2019
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Seasonal Overnight Stock
Toys R Us
10.2017 - 01.2018
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
Traffic Team / Log Editor
Univision
09.2015 - 06.2017
- Managed multiple projects simultaneously, ensuring timely delivery of high-quality editorial work.
- Input Commercials for West coast Team in Phoenix and Tucson AZ
- Enforced adherence to publication deadlines, ensuring consistent content output.
- Trained new Log Editor's for my market
Education
High School Diploma -
Washington Irving
New York, NY06-1992
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Computer proficiency
- Customer satisfaction measurement
- Professional telephone demeanor
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative / Dispatch
Innovative Answering Assistance Inc.
12.2021 - 01.2024
Sales Associate Beauty /Fulfillment / Cashier
Target
09.2020 - 11.2021
Sales Associate Beauty /Order Fulfillment / Cashier
Target
09.2019 - 09.2020
Seasonal Overnight Stock
Toys R Us
10.2017 - 01.2018
Front Desk Agent
Holiday Inn Express Clearwater Icot
09.2017 - 04.2019
Traffic Team / Log Editor
Univision
09.2015 - 06.2017
High School Diploma -
Washington Irving
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