Zarvia Urbina
Spring,TX
Summary
Experienced in managing retail operations, including inventory management, customer service, and team leadership. Demonstrated ability to drive sales, improve store performance and develop staff members into productive team players. Strong problem-solving skills and knack for building relationships with customers. Committed to creating positive shopping experiences that lead to repeat business. Passionate for continuous learning and professional development. Known for excellent communication and teamwork abilities, with a commitment to achieving goals and delivering exceptional outcomes. Skilled in maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments.
Overview
5
5
years of professional experience
2021
2021
years of post-secondary education
Work History
Retail Assistant Manager
Family Dollar
Houston
03.2022 - 07.2025
- Assisted in daily operations and customer service management in a fast-paced retail environment.
- Trained new staff on store policies, procedures, and customer interaction techniques.
- Managed inventory control processes, ensuring stock levels met customer demand effectively.
- Collaborated with team to set up promotional displays and maintain store aesthetics.
- Resolved customer inquiries and complaints, enhancing overall shopping experience.
- Supported scheduling and payroll tasks, ensuring staff coverage during peak hours.
- Implemented visual merchandising strategies to promote featured products effectively.
- Conducted regular audits of merchandise to ensure compliance with safety standards and policies.
- Performed daily opening or closing duties including cash handling and reconciliation.
- Maintained a neat, clean, organized work environment that meets company standards.
- Developed relationships with customers by providing knowledgeable advice about products.
- Resolved conflicts between employees or customers in a professional manner.
- Reconciled returns and exchanges quickly while following established procedures.
- Trained staff to have extensive product knowledge and upselling skills.
- Monitored inventory levels and reordered merchandise as needed.
- Investigated stock discrepancies through regular audits of backroom locations.
- Monitored loss prevention operations to minimize impact of shrink and identify theft and fraud.
- Participated actively in the recruitment process for new hires at the store level.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality, and conformance.
- Implemented quality control measures to uphold company standards.
Customer Service Representative
CSAT Solutions
Houston, Texas
10.2023 - 12.2024
- Assisted customers with inquiries using company support systems.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Processed orders and returns efficiently while maintaining accurate records.
- Educated customers about product features and services to improve satisfaction.
- Maintained knowledge of company policies and procedures for accurate support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Warehouse Worker
Amazon
Missouri City, Texas
05.2022 - 07.2022
- Inspected packages for damages before processing packaging.
- Collaborated with team members to meet daily production goals.
- Maintained a clean and safe work environment following safety protocols.
- Monitored stock levels and reported shortages to supervisors.
- Kept shelves neat and tidy to maintain safe work environment.
- Followed established guidelines for picking orders accurately.
- Ensured safety protocols were followed at all times while operating machinery.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Carried necessary tools and supplies to transportation vehicles and returned to proper storage areas after use.
Customer Service and Cellphone Technician
iRepairAll
Houston
10.2020 - 01.2022
- Provided expert customer service while addressing technical inquiries and concerns.
- Maintained inventory of repair parts and ensured proper organization of supplies.
- Educated customers on device care and maintenance to prolong device lifespan.
- Conducted quality checks on repaired devices to ensure proper functionality before return.
- Programmed SIM cards for customers' new or existing cell phone plans according to their requirements.
- Resolved customer complaints about the performance of their cell phones in a timely manner.
- Maintained accurate records of customer cell phone repairs and service requests.
- Replaced defective parts on customer cell phones such as batteries or display screens.
- Performed complete phone erasures and factory resets, debugged problems and refurbished devices.
- Collaborated with team members to streamline repair processes and improve efficiency.
Education
Westfield High School
Houston, TexasSome College (No Degree) - Medical Assistant
Lone Star College
Houston, TXSkills
- Inventory management
- Payroll administration
- Customer service
- Time management
- Conflict resolution
- Team collaboration
- Problem solving
- Cash handling
- Safety compliance
- Communication skills
- Food safety oversight
- Retail operations
- Staff training and development
- Customer relationship management
- Multitasking
- Continuous improvement
- Task delegation
- Lead generation
- Work Planning and Prioritization
- Organizational skills
- Stock Inventory
- Ethics
- Mindfulness
- Perseverance
Languages
Spanish
Native/ Bilingual
English
Full Professional
Affiliations
- Painting
- Drawing
- Reader
Accomplishments
- Graduated with honor roll Pre-K, Elementary and Middle School
- 1st place in The Rodeo Art Show
- Awards in spelling bees’
References
- Blanca Leyva (281) 885-1434- Family Dollar
- Jose Raymundo (832) 668-4486- Csat Solutions
- Abdul Maqsood (832) 466-7361- iRepairAll
Timeline
Customer Service Representative
CSAT Solutions
10.2023 - 12.2024
Warehouse Worker
Amazon
05.2022 - 07.2022
Retail Assistant Manager
Family Dollar
03.2022 - 07.2025
Customer Service and Cellphone Technician
iRepairAll
10.2020 - 01.2022
Westfield High School
Some College (No Degree) - Medical Assistant
Lone Star College