Zoya Laureano-McRoberts
Wimauma,FL
Summary
Personable and dedicated with experience customer service, safety, and sales. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, customer/individual safety and satisfaction and going above and beyond.
Overview
3
3
years of professional experience
Work History
Assistant Lab Technician
Federal Work Study
Ruskin, FL
03.2023 - Current
- Organized and maintained laboratory equipment, materials, and supplies.
- Prepared specimens for analysis.
- Performed routine maintenance on lab equipment to ensure proper functioning.
- Ensured that all safety procedures were followed at all times in the lab.
- Supervised supplies in inventory and notified supervisor of low stock levels.
- Participated in extra training and courses to refine and improve upon industry knowledge.
- Cleaned and prepared lab equipment for solutions, specimens and samples.
- Kept lab space and equipment clean to prevent contamination with hazardous substances.
- Disposed of laboratory materials and samples using well established guidelines and instructions.
- Assisted with training new personnel on lab techniques and protocols.
Customer Care Representative
Verano/MUV
Apollo Beach, FL
03.2022 - 09.2022
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Identified opportunities to upsell additional services when appropriate.
- Gathered customer feedback to suggest improvements for products and services.
- Provided training support for new hires related to customer service processes and procedures.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
Sales Lead Keyholder
Ohhh so Nifty
Apollo Beach, FL
09.2020 - 08.2021
- Greeted customers and provided assistance with product selection.
- Provided customer service to ensure satisfaction with purchases.
- Assisted in training new sales associates on store policies, procedures, and standards of operations.
- Performed opening and closing duties including counting cash drawers and preparing bank deposits.
- Maintained a neat, organized, and clean work area throughout the shift.
- Developed strategies to increase sales opportunities by utilizing promotional materials, displays, and signage.
- Tracked inventory levels for restocking merchandise when necessary.
- Processed payments using various methods such as credit cards or cash transactions.
- Identified trends in customer shopping habits and communicated those findings to management.
- Developed extensive product knowledge, growing revenue and building consumer base.
- Identified opportunities to drive traffic into store through networking, community outreach and product launches.
Education
High School Diploma -
Lennard High School
Ruskin, FL05.2017
Associate of Arts - Art Pathway
Hillsborough Community College
Tampa, FLSkills
- Infection Control
- Customer Relations
- Supply Restocking
- Safety Protocols
- Machine Maintenance
- Chemical Identification
- Supply Management
- Analytical Thinking
- Positive Attitude
- Attention to Detail
- Email Correspondence
- Payment Processing
- Customer Service
- Inbound Customer Service
- Order Processing
- Problem Resolution
- Microsoft Office
- Customer Data Confidentiality
- Inventory Monitoring
- Front End Operations
- Workplace Safety
Affiliations
- Art (painting, drawing, etc)
- Chess and other games
- Gardening
- Online store-front
Accomplishments
- Deans list
- Microsoft Training
- Safety Training
- Hand selected to publicly speak on behalf of Hillsborough Community College
References
References available upon request.
Timeline
Assistant Lab Technician
Federal Work Study
03.2023 - Current
Customer Care Representative
Verano/MUV
03.2022 - 09.2022
Sales Lead Keyholder
Ohhh so Nifty
09.2020 - 08.2021
High School Diploma -
Lennard High School
Associate of Arts - Art Pathway
Hillsborough Community College
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