Maleny Carrasco
Pico Rivera
Summary
Professional with solid background in customer service, ready for leadership role. Proven track record in managing teams and driving customer satisfaction. Reliable team player who adapts to changing needs and focuses on achieving results. Strong communication and conflict resolution skills with personable and approachable demeanor.
Overview
12
12
years of professional experience
Work History
Lead Customer Service Representative
Skyline Security Management Inc.
04.2016 - 10.2024
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Associate
Victoria's Secret
03.2013 - 12.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
Associate of Science - Culinary
Le Cordon Bleu
Pasadena, CA05-2013
Skills
- Complaint handling
- Call management
- Team member training
- Work prioritization
- Professional telephone demeanor
- Understanding customer needs
- Conflict mediation
Timeline
Lead Customer Service Representative
Skyline Security Management Inc.
04.2016 - 10.2024
Sales Associate
Victoria's Secret
03.2013 - 12.2015
Associate of Science - Culinary
Le Cordon Bleu
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