Marcella Alvarado
Maple Ridge
Summary
Dynamic Customer Service Manager with a proven track record at Walmart, excelling in problem-solving and customer satisfaction. Skilled in cash handling and time management, successfully reduced customer complaints and enhanced team performance through effective training and mentorship. Committed to delivering exceptional service and fostering a collaborative work environment.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Walmart
05.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Desk Associate
Walmart
02.2022 - 05.2022
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.
- Streamlined call response times for improved efficiency and better customer experience.
- Provided personalized assistance to customers, tailoring solutions based on individual needs and preferences.
- Collaborated with team members to ensure seamless customer support across multiple channels.
Cashier
Walmart
08.2020 - 02.2022
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Education
Fashion Marketing
Blanche McDonald
Vancouver, BC09-2022
High School Diploma -
Pitt Meadows Secondary
Pitt Meadows06-2020
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Cash handling
- Time management
- Adherence to high customer service standards
Timeline
Customer Service Manager
Walmart
05.2022 - Current
Customer Service Desk Associate
Walmart
02.2022 - 05.2022
Cashier
Walmart
08.2020 - 02.2022
Fashion Marketing
Blanche McDonald
High School Diploma -
Pitt Meadows Secondary
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