Toni Valencia
El Monte
Summary
Dynamic leader with a proven track record at Norm Reeves Super Stores, enhancing customer retention and spearheading process improvements. Skilled in CRM software and exceptional communication, I excel in team leadership and performance evaluation. Achieved significant operational efficiencies and fostered a positive workplace culture, demonstrating a goal-oriented mindset and strong multitasking capabilities.
Overview
7
7
years of professional experience
Work History
BDC Lead
Norm Reeves Super Stores
11.2023 - Current
- Spearheaded special projects aimed at driving continuous improvement within the department's processes and systems.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
- Evaluated and monitored BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Maintained current knowledge of evolving changes in marketplace.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
- Streamlined BDC operations by identifying inefficiencies, implementing process improvements, and reducing response times.
- Trained team to answer incoming phone calls and schedule appointments for service team.
BDC Service Representative
Norm Reeves Super Stores
11.2021 - 11.2023
- Answered incoming customer calls to solve problems, enter orders and complete follow-up procedures.
- Increased repeat business by building strong relationships with clients through exceptional customer service.
- Collaborated with service technicians for timely updates on vehicle status, ensuring prompt communication with customers.
- Assisted in resolving customer issues by competently responding to both internal and external customer requests.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Provided support to other BDC representatives during peak hours, maintaining high levels of productivity and customer satisfaction.
- Utilized CRM software to efficiently track customer interactions, monitor progress on service leads, and provide reports for management review.
Lead Cashier
Staples, The Office Supply Superstore
08.2017 - 11.2021
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
- Restocked and organized merchandise in front lanes.
- Worked with floor team and managers to meet wide range of customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Provided exceptional customer service by addressing concerns promptly and professionally, retaining loyal clientele.
- Promoted store specials and upsold items at the register, increasing average transaction value per customer visit.
Education
No Degree - Speech-Language Pathology
Cerritos College
Norwalk, CASkills
- Performance evaluation
- Strong multitasking
- Positive attitude
- Call center experience
- Goal-oriented mindset
- Appointment scheduling
- CRM software
- Time management
- Excellent communication
- Team leadership
Languages
Spanish
Limited Working
Timeline
BDC Lead
Norm Reeves Super Stores
11.2023 - Current
BDC Service Representative
Norm Reeves Super Stores
11.2021 - 11.2023
Lead Cashier
Staples, The Office Supply Superstore
08.2017 - 11.2021
No Degree - Speech-Language Pathology
Cerritos College
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