Yuliana Gonzalez Pena
Kerman
Summary
Hardworking focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success.
Overview
9
9
years of professional experience
Work History
Call Center Representative
ACT
07.2022 - 11.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Receptionist
Bridgepoint
11.2020 - 07.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Online grocery pickup
Walmart
04.2020 - 06.2020
- Lead teams through routine operations and unexpected challenges with strong decision-making skills and expert Walmart knowledge
- Met targets consistently by working hard and with strong attention to detail
- Collaborated well with team members to carry out daily assignments and achieve team targets
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
- Satisfied customers by delivering speedy and expert service for all needs
Night expert
24 hour fitness
12.2019 - 03.2020
- Guided visitors to staff members and business locations with warm, personable approach
- Kept inventory levels optimized and supplies organized for forecasted demands
- Helped managers improve area operations by sharing customer feedback and contributing new ideas
- Protected business from unnecessary liability by carefully following security and safety standards
- Filed records to keep system efficient and information organized
- Satisfied customers by delivering speedy and expert service for all gym needs
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
Cashier
Garcias supermarket
04.2018 - 09.2018
- Obtained a thorough knowledge of products sold to assist customers in locating and purchasing items
- Solved complaints by customers and issued credits for returned merchandise
- Found ways to improve the customer experience by taking accountability and acting as a store Brand Ambassador
- Engaged customers and built connections using a positive, upbeat attitude
- Stayed on top of policy changes and promotions to better serve customers with current information
- Scheduled breaks for cashiers during shifts and timed returns to maintain coverage
- Assisted cashiers in balancing cash tills at close of shift
- Filed records to keep system efficient and information organized
- Kept inventory levels optimized and supplies organized for forecasted demands
- Ordered, organized, and rotated supplies
- Protected business from unnecessary liability by carefully following security and safety standards
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Collaborated well with team members to carry out daily assignments and achieve team targets
Bookseller/cashier
Barnes and noble
06.2015 - 03.2018
- Solved complaints by customers and issued credits for returned merchandise
- Obtained a thorough knowledge of products sold to assist customers in locating and purchasing items
- Engaged customers and built connections using a positive, upbeat attitude
- Worked safely and quickly to help customers move heavy purchases, consistently exceeding expectations
- Stayed on top of policy changes and promotions to better serve customers with current information
- Ordered, organized, and rotated supplies
- Received and routed incoming mail, packages, and deliveries
- Guided visitors to staff members and business locations with warm, personable approach
- Reviewed the incoming orders and assigned work to the booksellers to maintain a demanding schedule
- Taught junior employees how to perform tasks such as organizing, cleaning, searching for books and restocking
- Taught new employees important procedures such as inventory and how to work with the cashier
- Filed records to keep system efficient and information organized
- Kept inventory levels optimized and supplies organized for forecasted demands
- Developed and communicated standard operating procedures to team of9 coworkers
- Carried out high-quality restocking work with little oversight
- Consulted with customers to understand desires and suggest best products to meet needs
Education
High School Diploma -
Sharyland pioneer highschool
Mission, Texas06.2015
Skills
- Coordinate pickups
- Customer service excellence
- Restock products
- Process transactions
- Problem-solving
- Multitasking
- Verbal communication
- Retail operations
- Call center customer service
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative
ACT
07.2022 - 11.2024
Receptionist
Bridgepoint
11.2020 - 07.2022
Online grocery pickup
Walmart
04.2020 - 06.2020
Night expert
24 hour fitness
12.2019 - 03.2020
Cashier
Garcias supermarket
04.2018 - 09.2018
Bookseller/cashier
Barnes and noble
06.2015 - 03.2018
High School Diploma -
Sharyland pioneer highschool
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