Summary
Overview
Work History
Skills
Timeline
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Nancy Arellano

Temecula, California

Summary

Dynamic customer service professional with extensive experience at JCPenney, excelling in problem resolution and relationship building. Proven track record of enhancing customer satisfaction through effective complaint handling and strategic improvements. Proficient in Microsoft Excel, leveraging data to drive performance and optimize service delivery. Committed to fostering positive team environments and exceeding client expectations.

Overview

11
11
years of professional experience

Work History

Elderly Caregiver

Marsha & Herb Lubick
02.2023 - Current
  • Offered companionship and kindness to elderly patients.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with personal hygiene tasks such as bathing, grooming, dressing, feeding, toileting giving attention to detail.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Increased client satisfaction by offering companionship and engaging in meaningful conversations throughout the day.
  • Coordinated closely with family members on updates regarding their loved one''s condition while respecting privacy.
  • Maintained detailed records of client progress, updating healthcare professionals on any changes or concerns regularly.
  • Assisted clients with physical therapy exercises to maintain and improve strength, flexibility and balance.
  • Managed medication administration for clients, ensuring proper dosages and adherence to prescribed schedules.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Enhanced residents' day-to-day experiences by listening to their stories and providing companionship.

Co-Owner & Customer Service Lead

Elidas Flower And Gift Boutique
01.2023 - Current
  • Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
  • Collaborated with co-owner on strategic planning initiatives for long-term business success.
  • Improved customer satisfaction ratings by consistently delivering high-quality products and services.
  • Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Ensured accurate record-keeping for financial transactions, maintaining organized documentation for easy reference during audits or other inquiries.
  • Create invoices on a daily basis on excel
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system. Using excel
  • Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
  • Developed positive relationships with customers through attentive service during initial contact points like front desk interactions or telephone call handling.

Customer Service Supervisor

JCPenney
07.2022 - 02.2023
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Led by example, handling complex customer issues personally to ensure high standards of service.
  • Implemented customer feedback surveys to gather insights, leading to strategic improvements.
  • Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
  • Completed bi-weekly payroll for 150 employees.

Merchandise Supervisor

JCPenney
10.2014 - 06.2022
  • Completed monthly profit and loss performance reports.
  • Assessed areas of service concern and developed improvement plans.
  • Cultivated strong relationships with vendors to maintain and improve levels of customer service.
  • Reviewed and approved purchase orders and invoices for accuracy and completeness.
  • Interacted with customers to obtain feedback and drive satisfaction.
  • Reviewed customer feedback to identify trends and improve product selection.
  • Develops positive & inclusive relationships; establishes strong networks across the company; is understanding, approachable and considerate; shows respect for different styles, backgrounds, and perspectives; gives credit to others; is a team player; communicates effectively and tailors messages to audience
  • Completed efficient store resets to prepare store for special promotions and seasonal updates.
  • Motivated and mentored merchandise team to achieve high performance and job satisfaction.
  • Increased employee productivity by developing performance goals, providing feedback, and recognizing achievements on a regular basis.
  • Enhanced customer shopping experience through effective visual merchandising techniques and store layout optimization.
  • Reviewed store layouts regularly to maximize space usage efficiency without compromising aesthetics or functionality.
  • Utilized both upselling and down-selling strategies to maximize profits.
  • Mentored junior staff members by providing ongoing training on best practices in merchandising and customer service.
  • Set schedules and delegated merchandising assignments to achieve demanding targets under tight deadlines.
  • Assisted customers with inquiries or concerns, ensuring their satisfaction with store offerings or resolving any issues promptly.
  • Handle high-traffic periods successfully while maintaining operational excellence throughout the store.
  • Trained, mentored and oversaw team members to drive performance and sales excellence.
  • Managed store budgets effectively by monitoring expenses and identifying opportunities for cost-saving measures.
  • Increased customer satisfaction by providing exceptional service and addressing inquiries promptly.
  • Led a team of employees, ensuring proper training and adherence to company policies.
  • Assisted customers in locating desired items, offering knowledgeable recommendations based on their needs or preferences when necessary.

Skills

  • Customer service
  • Spanish fluency
  • Problem resolution
  • Relationship building
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • Customer satisfaction measurement
  • Scheduling
  • Microsoft PowerPoint
  • Microsoft Office Suite
  • Office equipment proficiency
  • Customer support

Timeline

Elderly Caregiver

Marsha & Herb Lubick
02.2023 - Current

Co-Owner & Customer Service Lead

Elidas Flower And Gift Boutique
01.2023 - Current

Customer Service Supervisor

JCPenney
07.2022 - 02.2023

Merchandise Supervisor

JCPenney
10.2014 - 06.2022

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Nancy Arellano