Gabriela Mancha Galvan
Summary
Highly organized, proactive, committed and responsible person, with experience providing exceptional customer service and coaching to customers and coworkers. Able to set goals, organize and implement plans efficiently. Ability to work effectively as a part of a team or individually.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Spirit Halloween
08.2021 - 11.2021
- Provided the customers with courteous and quality service.
- Determined the customers' needs and gave recommendations and advice based on the merchandise available in the store.
- Maintained clear channels of communication between colleagues.
- Maintained a clean work environment.
- Ensured all policies were followed when operating the POS system and other systems in the store.
- Being vigilant and attentive towards the protection of the business assets.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Performed any other duties that may be required to ensure courteous and friendly service at all times.
Deli Clerk - Customer Service Representative
Santa Barbara Market
01.2017 - 01.2019
- Provided efficient customer service in a very high-volume environment, including greeting them and responding to questions.
- Provided information to customers about products and recommend additional items the customer may be interested in.
- Maintained cleanliness and organization of deli area in accordance with food handling standards and store requirements.
- Selecting and packaging products for specific customers orders.
- Operating meat and cheese slicers, cutting tools, scales and other Deli equipment.
- Involved in the training of new employees.
- Management and coordination of the closing activities at the end of night shifts.
- Assisting in other duties, as assigned.
Assistant Director and Coordinator of customer service, marketing and sales
Comercializadora de Granos SPR de RL
01.2010 - 01.2011
- Management and coordination of activities, such as meetings, travel, presentations, trade fairs, writing letters and newsletters.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Trained and mentored new employees on industry practices and business operations.
- Monitoring and achieving monthly goals in sales, marketing and customer service areas.
- Coordination of orders from the factories abroad and deliveries within Mexico.
- Coordination of payments to suppliers, travel agencies, lawyers and advertising agencies.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
Credit and Collection Supervisor
Grupo Desarrollador Global
01.2009 - 01.2010
- Responsible for following up on the home-buying process and delivery of new houses.
- Involved in training of new sales staff in conjunction with the sales manager.
- Followed up on complaints and suggestions from customers.
- Leading a team of eight vendors and vendors' support in closing sales.
- Complied with established internal controls and policies.
Administrator and Customer Service
Family Business
01.2008 - 01.2009
- Supported the kitchen staff in preparing the customer orders.
- Maintained the overall cleanliness of the establishment.
- Took orders from customers, served and took action to correct any issues, as needed.
- Prepared bills/receipts and collected payment from customers.
- Coordinated home deliveries.
- Responsible for the daily and monthly bookkeeping.
- Managed and administrated every payment related to overhead costs and suppliers.
Business Development Representative
Philip Morris International Inc.
01.2007 - 01.2008
- Introducing and supporting PM products and services in all assigned accounts within the defined territory.
- Provide product education and support on all brand families, retail support and engagement programs.
- Liaise directly with owners/managers and front-line staff to build engagement and support of PM products.
- Responsible to manage and execute all assigned coverage, Call to Action activities and compliance in Independent/Chain agreements, manage an assigned territory budget with set parameters.
- Organized and coordinated training sessions for sales team to promote product knowledge, and foster supplier relationships.
- Generated monthly and annual targets sales to the work area
- Worked as a supervisor of a sales team.
- Responsible for the compliance of weekly and monthly goals and implement evaluations.
- Used SalesForce to handle current portfolio and prospective leads.
Shift Supervisor
Cinepolis (Cinema)
01.2006 - 01.2007
- Responsible for managing tickets booths, snack counters and visual publicity.
- Organized and carried out promotions and giveaways in the cinema.
- Performed cash register closings and collected cash from all tills.
- Followed up and resolved complains and suggestions from customers.
- Filled out orders for provisions in the snack counters, coordinated the cleaning staff and made up schedules for the employees.
- Trained new employees and delegated daily tasks and responsibilities.
Telemarketing (Call Center)
Libertad Servicios Financieros
01.2003 - 01.2005
- Worked with a portfolio of 1,530 customers by offering different services and promotions by the company.
- Conducting market research via telephone.
- Supported the areas of customer service and collections.
- Lead several advertising campaigns via telephone.
- Developed different scripts for the areas of telemarketing, customer service and collection.
- Maintained and updated records, reports, files and communication information.
- Fulfilled the service placement goals agreed at the beginning of each month.
Senior Service Executive (Financial Branch)
Libertad Servicios Financieros
01.2003 - 01.2005
- Directly responsible for the department of credit and customer service.
- Supported in the training of new staff, conducted surveys.
- Filled in as branch manager when he/she was away on business or personal reasons.
- Write-in and coordinated all the incoming credit requests and followed up until they were authorized or rejected.
- Delivered promotional items to the customers and disseminated information on new services.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Assistant General Manager
Libertad Servicios Financieros
01.2003 - 01.2005
- Coordinated the activities of the regional manager, conferences, trips, appointments, meetings and development of presentations
- Responsible for the supervision of tasks and activities of branch managers
- Distributed promotional items from the institution headquarters to the area branches
- Conducted quality control audits to the different work positions
- Held the branch positions (branch manager, customer service, credit and cashier).
Education
Bachelor's Degree - Marketing
Universidad Contemporanea - Mondragón Mexico
Queretaro, MexicoHuman Development Diploma -
Universidad Contemporanea - Mondragón Mexico
Queretaro, MexicoDiploma - Professional Communication and Marketing
Language And Career College of BC
09.2023
Skills
- Dedicated to ensuring customers satisfaction by being accessible and friendly
- Sales and Marketing skills with broad experience and expertise in administrative areas
- Exceptional interpersonal and team building skills with an aptitude for building rapport with a different range of customers, managers, and colleagues
- Skillful at quickly resolving issues
- Paperwork Processing
- Ample experience leading teams and strong attention to detail
- Skilled at anticipating, identifying and fulfilling customers needs
- Accomplished at multitasking while remaining professional and courteous in fast-paced work environments
- Computer software proficiency (Microsoft Office, Word, Power Point, Excel, Outlook) Windows and Mac OSX
Language Certifications
- English, Second Language Advanced, YMCA Montreal, Montreal, Quebec
- English, Intensive English advanced, ISS of BC, Vancouver, BC
- English, Second Language intermediate, ISS of BC, Vancouver, BC
- Pronunciation Course, ISS of BC, Vancouver, BC
- Writing Skills Course, ISS of BC, Vancouver, BC
Cellular Phone
778 713 1516
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Spirit Halloween
08.2021 - 11.2021
Deli Clerk - Customer Service Representative
Santa Barbara Market
01.2017 - 01.2019
Assistant Director and Coordinator of customer service, marketing and sales
Comercializadora de Granos SPR de RL
01.2010 - 01.2011
Credit and Collection Supervisor
Grupo Desarrollador Global
01.2009 - 01.2010
Administrator and Customer Service
Family Business
01.2008 - 01.2009
Business Development Representative
Philip Morris International Inc.
01.2007 - 01.2008
Shift Supervisor
Cinepolis (Cinema)
01.2006 - 01.2007
Telemarketing (Call Center)
Libertad Servicios Financieros
01.2003 - 01.2005
Senior Service Executive (Financial Branch)
Libertad Servicios Financieros
01.2003 - 01.2005
Assistant General Manager
Libertad Servicios Financieros
01.2003 - 01.2005
Bachelor's Degree - Marketing
Universidad Contemporanea - Mondragón Mexico
Human Development Diploma -
Universidad Contemporanea - Mondragón Mexico
Diploma - Professional Communication and Marketing
Language And Career College of BC
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