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Customer Service & Operations Professional with 5+ years in retail and telecom
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Competencies
Expertise in resolving customer issues, explaining information clearly, and managing CRM and multi-channel support.
Experience overseeing daily operations, monitoring KPIs, managing staff, and developing SOPs in a high-volume environment.
Proven ability to handle inquiries, promote products, and achieve sales goals through effective upselling and cross-selling.
Mentored and coached frontline staff and supervisors to enhance performance and operational efficiency.
Education
Languages
Summary
Detail-oriented professional experienced in customer support, sales, and operational oversight. Skilled in managing KPIs, team development, and delivering high-quality service across diverse settings.
Key Achievements
- Managed daily operations at Alorica Comcast, overseeing KPIs, staff development, and SOPs to improve service quality.
- Handled customer inquiries and resolved concerns at Walmart, processing returns and promoting store programs.
- Consistently provided detailed product and service information, upselling and cross-selling to meet sales targets.
Experience
Customer Service Rep
Assist customers with questions about products, services and store policies., Process returns, exchanges and refunds in accordance with Walmart Policies., Resolve customer concerns professionally and escalate issues to supervisors when necessary., Answer incoming phone calls and direct customers to...
Sales Executive
Handle inbound inquiries via phone, chat, email or messaging platforms from customers looking to make reservations., Provide accurate information about available rooms, services, pricing, and accurate booking details., Upsell and cross-sell upgrades, add-ons and related services., Meet or exceed...
Operations Manager
Oversee daily operations to ensure efficiency, productivity and service quality., Monitor and manage KPIs such as customer satisfaction, service delivery times, operational costs, and employee performance., Supervise, mentor and develop frontline supervisors, team leads and operational staff.,...