Marta Roque
El Monte
Summary
Motivated and proactive customer service specialist with experience in retail and stocking environments. Dedicated to providing exceptional service while building strong customer relationships. Skilled in communication, problem-solving, inventory management, and product organization. Seeking a customer service or stocking position where I can contribute my skills and experience to support team goals and enhance operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Services Representative
SF Kex Express Corp
03.2018 - Current
- Proficient in using computers for various applications, including database management and word processing.
- Answer incoming telephone calls, providing accurate information and assistance to customers.
- Handle customer inquiries and complaints promptly and professionally, ensuring timely resolution.
- Process order placements efficiently through multiple company systems.
- Manage and maintain data integrity across departments, ensuring accurate and up-to-date records.
- Complete assigned tasks and responsibilities in a timely and organized manner.
- Maximize revenue opportunities by converting inquiries into confirmed orders and proactively recovering potential canceled shipments.
- Resolve customer inquiries effectively during the first point of contact, ensuring a positive customer experience.
- Organize and prioritize communications using Outlook's inbox management tools.
SECRETARY
Flores family law & Immigration Serv –
04.2017 - 03.2018
- Answer incoming calls, handle correspondence, and relay messages efficiently.
- Maintain calendars, schedule appointments, and coordinate meetings.
- Organize and support meetings, including preparing agendas, taking minutes, and distributing relevant materials.
- Manage and update databases accurately and securely.
- Prioritize and manage multiple tasks and workloads effectively.
- Coordinate mail-outs, promotional materials, and related publicity tasks.
- Process and log bills, expenses, and financial records.
- Welcome and assist clients and visitors in a professional manner.
- Handle faxing, emailing, and mailing tasks as required.
Customer Services
King Road Merch
01.2017 - 05.2017
- Use computers for various applications, such as database management or word processing.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Keep records of customer interactions or transactions, recording details of inquiries,complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any Professional Summary Skills Experience planned adjustments.
- Resolve customers' service or billing complaints by performing activities such exchanges merchandise, refunding money, or adjusting bills.
Bilingual Customer Services Representative
continental exchange solutions
03.2015 - 03.2017
- Obtain customer information such as name , address and payment method, and enter order into computer.
- Record names, address , purchases, and reaction of prospects contacted.
- Translating for Spanish speaking clients
- Filling paper works
- Greet visitors or callers and handled their inquiries or direct them to the appropriate persons.
- Locate and attach appropriate files to incoming correspondence required replies.
Traveling Agent
Disneyland Resort
11.2014 - 03.2015
- Collect payment for transportation and accommodations from customer.
- Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
- Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.
- Print or request transportation carrier tickets, using computer printer system or system link to travel carrier.
Assistant Manger
99 Cents Only Stores
04.2010 - 03.2015
- Delivered excellent customer service by greeting and assisting customers, addressing inquiries, and resolving issues both in person and over the phone.
- Maintained daily transaction records and processed an average of 450 sales per day accurately and efficiently.
- Completed weekly schedules in compliance with payroll policies, ensuring appropriate staffing levels.
- Successfully completed training programs, progressing from Assistant Manager to Store Manager.
- Collaborated with the District Manager to develop and strengthen the store’s brand and business strategies.
- Assisted customers in selecting products tailored to their individual needs, including placing special orders and locating items at other store locations.
- Managed store opening and closing duties, including cash handling, counting drawers, and making bank deposits.
- Maintained visually appealing merchandise displays, contributing to increased sales and customer engagement.
- Trained and mentored team members to improve skills, product knowledge, and customer service.
- Coordinated unloading of delivery trucks and restocked inventory to maintain optimal product availability.
Education
Associate of Science - sociology
East Los Angeles College
Monterey Park, CA2017
High School Diploma -
2008
Skills
- Store Maintenance & In-Store Support
- Stockroom Procedures & Product Organization
- Credit Card Payment Processing
- Clerical Support & Office Equipment Proficiency
- Quality Control & Data Evaluation
- High-Energy Attitude & Active Listening
- Business Development Understanding
- Customer Relations & Call Center Experience
- Route Management & Freight Operations
- Inbound and Outbound Calling
- Shipping and Receiving Procedures
Timeline
Customer Services Representative
SF Kex Express Corp
03.2018 - Current
SECRETARY
Flores family law & Immigration Serv –
04.2017 - 03.2018
Customer Services
King Road Merch
01.2017 - 05.2017
Bilingual Customer Services Representative
continental exchange solutions
03.2015 - 03.2017
Traveling Agent
Disneyland Resort
11.2014 - 03.2015
Assistant Manger
99 Cents Only Stores
04.2010 - 03.2015
High School Diploma -
Associate of Science - sociology
East Los Angeles College
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