Andrea Herrera
Azusa
Summary
Dynamic Customer Service Supervisor with a proven track record at Semihandmade, excelling in complaint resolution and conflict management. Recognized for enhancing customer satisfaction through effective problem-solving and strong interpersonal skills. Proficient in Microsoft Office, I consistently fostered loyalty and trust, driving superior service outcomes and team performance.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Semihandmade
04.2023 - 05.2025
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Created, prepared, and delivered reports to various departments.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Consultant/Customer Success Specialist
Semihandmade
07.2020 - 03.2022
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Inventory Manager
Kelly Paper
04.2019 - 04.2020
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
- Participated in regular cycle counts to confirm accuracy of inventory records.
- Maintained sufficient inventory levels to meet customer demands at all times.
- Coordinated with suppliers to guarantee timely delivery of inventory and materials.
Active Selling Specialist
IKEA
11.2017 - 04.2019
- Collaborated with co-workers to discuss product sales to maintain inventory of desired items.
- Attended training session with PAX and BESTA supervisor to learn product attributes and techniques for developing brand awareness.
- Demonstrated products, methods and services to persuade customers to purchase products and services.
- Assessed customers' needs and interests to best recommend products.
- Assembled product displays for merchandising and refilled with back stock.
- Listened to customer needs and desires to identify and recommend optimal products.
- Recommended complementary purchases to customers, increasing revenue.
Shopkeeper
IKEA
08.2017 - 10.2017
- Rotated merchandise and displays to feature new products and promotions.
- Tagged merchandise and neatly stocked on shelves and display areas.
- Trained new onboarding employees on basics to maintain the department floor for Home Organization & Lighting departments.
- Working along side the logistics team to bring in any extra inventory we needed to replace newer items that weren’t going to arrive in time due to transferring out too many displays for both the Show Room and Admin areas.
Education
Bachelor of Arts - Psychology
California State University, Dominguez Hills
Carson, CA06-2026
Associate of Arts - Psychology
Citrus College
Glendora, CA06-2024
Skills
- Complaint resolution
- Employee schedule management
- Upselling techniques
- Performance management
- Proficient in Microsoft Office, iSell, A-Plus, NetSuite
- Conflict resolution
- Problem-solving
- Decision-making
- New hire training
- Multitasking and organization
- Escalation management
- Inter-department collaboration
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
Semihandmade
04.2023 - 05.2025
Customer Consultant/Customer Success Specialist
Semihandmade
07.2020 - 03.2022
Inventory Manager
Kelly Paper
04.2019 - 04.2020
Active Selling Specialist
IKEA
11.2017 - 04.2019
Shopkeeper
IKEA
08.2017 - 10.2017
Bachelor of Arts - Psychology
California State University, Dominguez Hills
Associate of Arts - Psychology
Citrus College
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