Luis Venegas
Fresno
Summary
Experienced and effective leader/facilitator with over 10 years of experience in the Retail, Sales, and Customer Service industries. Furthermore, experience over 2 years in leadership, development and coaching.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ponderosa
02.2024 - Current
- Responded to customer requests for products, services, and company information.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training processes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Educated customers about billing, payment processing and support policies and procedures.
Coach
T-Mobile
03.2023 - 01.2024
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Coach, Associate
T-Mobile
07.2022 - 12.2023
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Client Intake Specialist
Matian Law Firm
03.2022 - 07.2022
- Completed client reporting requirements consistent with corporate and regulatory standards.
- Input data and completed placement paperwork.
- Completed intake assessment forms and filed clients' charts.
- Enhanced office productivity by handling high volume of callers per day.
- Completed data entry of legal documents into electronic filing systems.
- Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
- Arranged for delivery of legal correspondence to clients, witnesses, and court officials.
- Conducted research on legal cases and prepared summaries for attorneys.
- Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
- Transcribed information from typed or handwritten notes, shorthand or dictation and confirmed accuracy and correct formatting of documents.
Senior Service Agent
Fedex Express
10.2021 - 03.2022
- Engaged positively with each customer, providing professional and polite support for sales and service needs
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
- Assessed conflicts and identified solutions for clients promptly
- Delivered service and support to each customer, paving way for future business opportunities
- Increased customer service feedback scores by delivering outstanding service to customers daily
- Documented conversations with customers to track requests, problems and solutions
- Reviewed account and service histories to identify trends and issues
- Adhered to all company initiatives and achieved established goals for each
- Built customer loyalty by engaging with and identifying product needs of customers
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty
- Responded to customer requests for products, services, and company information.
Retail Service Associate
Xfinity Comcast
07.2019 - 11.2020
- Prepared merchandise for sales floor display by labeling items with identifying codes and ensuring accurate pricing
- Provided exceptional customer service, offering professional and courteous assistance to meet sales and service requirements
- Answered customer inquiries regarding current promotions and resolved issues in accordance with store policies
- Collaborated with the team to develop strategic merchandise displays that effectively promoted target products and enticed customer foot traffic
- Restocked shelves, racks, and bins with the latest merchandise, and updated signage to highlight special items
- Processed merchandise returns and exchanges, facilitating refunds, trades, and store credit for customers
- Enhanced customer service ratings by consistently delivering outstanding service to customers
- Monitored the sales floor to identify customers in need of assistance and merchandise that required replenishment
- Maintained a comprehensive understanding of store policies, product offerings, and promotional campaigns to drive consistent sales
- Greeted customers warmly, offered assistance in locating items, and suggested merchandise without being overly intrusive or pushy
- Operated the cash register system efficiently, including sales and return processing
- Accurately counted cash, prepared change, and stored coupons to maintain an organized and balanced cash register drawer
- Engaged with shoppers, providing information and assistance on merchandise and product features
- Efficiently stocked, replenished, and organized inventory, consistently exceeding the average associate’s productivity
Retail Sales Consultant
Xfinity Comcast
01.2018 - 07.2019
- Engaged positively with each customer, providing professional and courteous support for sales and service requirements
- Processed payments and maintained accurate drawers to meet financial objectives
- Maintained current store, product, and promotional knowledge to consistently drive sales
- Managed deposits, financial transactions, and business inventory
- Remained composed and applied robust problem-solving and interpersonal skills to resolve conflicts effectively
- Assessed conflicts promptly and identified solutions for clients
- Handled cash, check, credit, and automatic debit card transactions with absolute accuracy
- Enhanced customer experiences by promoting memorable shopping experiences, resulting in increased customer retention and loyalty
- Increased customer service feedback scores by consistently delivering exceptional service to customers daily
- Assisted customers by answering inquiries and locating merchandise
Customer Service Representative
Alorica
08.2017 - 12.2017
- Provided information about billing procedures, processed payments, and assisted customers with setting up payment options
- Calmly and professionally de-escalated customer concerns and issues
- Analyzed customer account information to identify current problems and potential solutions
- Offered personalized service and support to each customer, fostering future business opportunities
- Collaborated with customers to determine the most effective methods to resolve service and billing-related issues
- Educated customers about special pricing opportunities and company offerings
- Maintained detailed records of customer conversations, tracking requests, problems, and solutions
- Analyzed account and service histories to identify trends and areas for improvement
Retail Sales Associate
T-Mobile
02.2015 - 03.2017
- Processed merchandise returns and exchanges for customers, facilitating refunds, item trades, and store credit
- Greeted customers warmly, providing assistance in locating items and suggesting merchandise without being overly intrusive
- Adhered to all company initiatives and consistently achieved established goals
- Enhanced customer loyalty by actively engaging with customers to understand their product preferences
- Monitored sales floors to identify customers in need of assistance and merchandise in need of replenishment
- Maintained a friendly and outgoing demeanor to foster a positive work environment and build customer loyalty
- Operated cash registers using POS systems, including sales and return processing
- Supported managers in organizing the store and showcasing new items in visually appealing displays
- Initiated friendly conversations with each customer to assess the level of assistance required
Education
High School Diploma -
Grizzly Challenge Charter High
San Luis Obispo, CA12.2013
Associate of Science - Information Technology
Fresno City College
Fresno, CASkills
- Bilingual Language Proficiency (English, Spanish)
- Attentive Listening Ability
- Effective Negotiation Skills
- Analytical Problem Solving
- Operations Management
- Workforce Development
- Analytical Problem-Solving
- Metric tracking
- Training and mentoring
- Excellent time management skills
- Proficient in Microsoft Office Suite (Excel, Word, Outlook, PPT)
- Exceptional telephone etiquette
Certification
- CPR/AED ADULT, CHILD + INFANT STANDARD FIRST AID, AMERICAN HEALTH CARE ACADEMY - 03/01/2024 - 03/01/2026
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Ponderosa
02.2024 - Current
Coach
T-Mobile
03.2023 - 01.2024
Coach, Associate
T-Mobile
07.2022 - 12.2023
Client Intake Specialist
Matian Law Firm
03.2022 - 07.2022
Senior Service Agent
Fedex Express
10.2021 - 03.2022
Retail Service Associate
Xfinity Comcast
07.2019 - 11.2020
Retail Sales Consultant
Xfinity Comcast
01.2018 - 07.2019
Customer Service Representative
Alorica
08.2017 - 12.2017
Retail Sales Associate
T-Mobile
02.2015 - 03.2017
Associate of Science - Information Technology
Fresno City College
High School Diploma -
Grizzly Challenge Charter High
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