Zakaria Molina
Miramar
Summary
Customer Service Professional experienced in effectively addressing and resolving customer issues. Delivered high customer satisfaction and loyalty through strong communication and empathy. Focused on team collaboration to achieve positive outcomes.
Overview
8
8
years of professional experience
Work History
Customer service representative
Alorica
Miami lakes, FL
05.2023 - Current
- Developed cases for customers facing financial issues, facilitating resolution and support.
- Providing customer with suggestions and protocol procedures for software update as well as map updates.
- Creating a case for customers experiencing financial issues.
- Established new contacts for ownership updates, ensuring accurate and up-to-date customer records.
- Updating contact name, address, home address, Retailer information, Mileage of vehicle and vehicle number.
- Demonstrated key skills
- Provided exceptional customer support through effective communication and problem-solving skills.
- Resolved complex customer inquiries, ensuring high satisfaction and loyalty.
- Developed strategies for managing escalated issues, enhancing overall customer experience quality.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new staff on call handling procedures and best practices for customer engagement.
Cashier, Deli Associate
Publix
Miami, FL
11.2018 - 04.2023
- Provided customer service by greeting customers and answering questions to enhance their shopping experience.
- Weighed and scaled products for accurate pricing.
- Issue receipts, refunds, change or tickets
- Weigh and scale products
- Retained a neat and clean area
- Resolved customer complaints and guided them to relevant information, ensuring satisfaction.
- Track transactions on balance sheets and report any discrepancies.
- Handle merchandise returns and exchanges
- Familiarized with electronic equipment, like cash register and Operated Point of Sale (POS) systems for efficient transaction processing..
- Assisted with duties in other areas of the store, such as zoning aisles or bagging and carrying out customers' items.
- Assisted with duties in other areas of the store, such as zoning isles or bagging and carrying out customers' items.
- Preparing deli sandwiches, platters, cold cut meats.
- Preparing online orders, Cooking meats, vegetables and starches.
- Point of Sale (POS)
Trainer
Amazon
Miami, FL
08.2019 - 09.2022
- Trained associates to meet operational standards and improve team readiness.
- Coach associates on safety procedures, emergency and overall awareness.
- Possess an adequate and thorough understanding of Amazon products and processes.
- Managed responses to customer inquiries and requests in a timely manner.
- Identify, analyze and recommend solutions to recurring problems and offer recommendations for improvement.
- Communicated changes in processes, equipment, and staffing to ensure associates stayed informed and adaptable.
Process Associate
Amazon Associates
Miami, FL
08.2019 - 09.2022
- Supported daily department duties and exceeded production goals by coaching associates on safe and responsible work practices.
- Resolve warehouse issues including receiving, user requirements, delays, expedited requests, etc.
- Tracked labor hours for over 25 associates on a daily basis.
- Resolved warehouse issues including receiving, user requirements, and delays.
Receiving Ambassador
Amazon
Miami, FL
08.2019 - 09.2020
- Led operations and supervised team to ensure streamlined workflow.
- Provided customer service support by addressing inquiries and resolving issues.
- Executed multiple product sorting processes to maintain organization and efficiency.
- Demonstrated effective communication skills in team meetings and client interactions.
- Receiving products using frequent scanners and unloading shipments from trucks.
- Exhibited interpersonal skills while collaborating with team members and clients.
- Handling packages from small envelopes to boxes ranging
- PROBLEM SOLVING up to 50 pounds.
- Displayed leadership by guiding team members and ensuring project completion.
- Used carts, dollies, hand trucks and moving equipment to move large quantities of merchandise.
- Maintained warehouse in compliance with OSHA safety standards.
- Operate computers: Microsoft Word, Excel, PowerPoint and utilize warehouse software systems for receiving, distribution, storage and inventory.
- Highlighted key skills relevant to job performance and team dynamics.
Education
High School Diploma -
Miami Carol City High School
Miami, FLSkills
- Customer service
- Call center operations
- Payment processing
- Data management
- Complaint resolution
- Problem resolution
- Issue resolution
- Documentation
- Active listening
- Professional telephone demeanor
- Critical thinking
- Multi-line phone handling
Timeline
Customer service representative
Alorica
05.2023 - Current
Trainer
Amazon
08.2019 - 09.2022
Process Associate
Amazon Associates
08.2019 - 09.2022
Receiving Ambassador
Amazon
08.2019 - 09.2020
Cashier, Deli Associate
Publix
11.2018 - 04.2023
High School Diploma -
Miami Carol City High School