Norma Peralta
Sunnyvale
Summary
Experienced in customer service with a focus on resolving inquiries and complaints efficiently. Developed and implemented employee engagement programs, enhancing team morale and productivity. Conducted regular meetings to address policy changes and team challenges, ensuring alignment with organizational goals. Maintained strong customer relationships while managing escalated disputes effectively, contributing to overall customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Whole Food Market
Los Altos
11.2018 - 10.2024
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Implemented programs designed to increase employee engagement within the team.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Education
High School Diploma -
Andrés Bello
México 06-1990
Skills
- Customer service
- Conflict resolution
- Employee training
- Policy development
- Communication skills
- Customer relationship management
- Problem solving
- Coordinating service initiatives
- Verbal and written communication
- Decision-making
- Adaptability and flexibility
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Supervisor
Whole Food Market
11.2018 - 10.2024
High School Diploma -
Andrés Bello