Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Lucero Castillo

Custumer Services
Chihuahua,CHH

Summary

Dynamic professional with a proven track record at Dicipa, excelling in customer service and problem-solving. Enhanced customer loyalty through empathy and active listening, consistently exceeding performance metrics. Leveraged Microsoft Excel for data analysis, driving strategic improvements. Recognized for adaptability and relationship building, contributing to increased sales and operational efficiency.

Overview

20
20
years of professional experience
2
2
Languages

Work History

Customer Service Representative

Dicipa
07.2023 - 09.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Increased profitability by analyzing spend data and identifying opportunities for cost reduction.
  • Improved supplier relationships through regular communication and proactive problemsolving.
  • Maintained complete documentation and records of all purchasing activities.
  • Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
  • Created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.
  • Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Implemented cycle counting programs that enabled faster identification of discrepancies leading to timely corrective actions.
  • Developed comprehensive reports for management review, highlighting key inventory metrics and performance indicators.
  • Collaborated with cross-functional teams to ensure seamless coordination of inventory movement across departments.
  • Resolved internal customer concerns promptly, fostering positive relationships between supply chain functions while maintaining high service levels throughout the organization.
  • Improved inventory accuracy by conducting regular audits and implementing effective tracking systems.
  • Enhanced forecasting accuracy, utilizing advanced analytical tools to monitor demand patterns and optimize stock levels.
  • Collaborated with sales and customer service teams to ensure accurate client information, leading to improved billing accuracy.
  • Reduced errors in billing documentation by implementing a thorough double-check system.
  • Produced and mailed invoices, payment reminders, and financial notices.
  • Improved billing accuracy by diligently reviewing and verifying invoice data before submission.
  • Worked closely with the accounting department to ensure timely and accurate posting of client payments.
  • Generated monthly billing and posting reports for management review.
  • Collaborated with cross-functional teams to align goals and ensure project success.
  • Successfully managed multiple high-priority projects simultaneously while maintaining strict deadlines.
  • Worked directly with production personnel to resolve production scheduling issues and conflicts.
  • Purchase Order Entry in System
  • Invoicing and Billing
  • Preparation of Monthly Delivery Schedule
  • Bank Reconciliations

Sales Associate

PCM - Papeles Y Conversiones De México
01.2022 - 09.2022
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Preparation of Quotations and Proposals
  • Blueprint Review and Analysis
  • Experience in Corrugated Cardboard Packaging
  • Coordination with Forecast Planning
  • Logistics and Delivery Coordination
  • Management of Existing Client Portfolio

Administrative Manager

MX PRINT CHIHUAHUA
01.2009 - 07.2021
  • Supervised staff and delegated tasks to maintain positive, productive administrative operations.
  • Updated reports, managed accounts, and generated reports for company database.
  • Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
  • Interviewed, recruited and onboarded new staff for high-performing administration teams.
  • Reduced operational costs through effective management of staff schedules, resources, and vendor relationships.
  • Oversaw the recruitment process, hiring top talent that contributed significantly to company growth and success.
  • Enhanced team productivity by providing ongoing professional development opportunities and regular performance feedback.
  • Greeted visitors, employees and clients politely and professionally for excellent reception service.
  • Verified customer information for orderly, up-to-date online systems.
  • Coordinated customer, vendor and stakeholder relations for smooth communication flows.
  • Trained employees in company and regulatory compliance requirements to promote conformance.
  • Reviewed workflow processes regularly using key performance metrics to identify areas of improvement, implementing necessary changes to achieve optimal results.
  • Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
  • Improved office efficiency by implementing streamlined administrative processes and procedures.

Accounts Assistant

Interalliance Mexico
01.2005 - 12.2008
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
  • Supported the accounting team with month-end closing procedures, ensuring timely completion and accurate reporting.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Maintained clean and organized files by keeping accounts payable records up-to-date.
  • Performed administrative and clerical duties such as word processing, data entry, faxing and copying.
  • Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.
  • Maintained an organized filing system for easy access to financial documents, improving overall efficiency.
  • Organized data into multiple spreadsheets to streamline data.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Recorded deposits, reconciled monthly bank accounts and tracked expenses.
  • Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
  • Matched purchase orders with invoices and recorded necessary information.

Education

C.P. - Accounting And Finance

Facultad De Contaduría Y Administración UACH
Chihuahua City, Chihuahua, Mexico
05.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Call management

Adaptability and flexibility

Complaint resolution

Time management

Data entry

Call center experience

Customer relations

Attention to Detail

Ability to Work Under Pressure

Highly Organized

Problem resolution

Critical thinking

Microsoft Excel

Team collaboration

Appointment scheduling

Computer proficiency

Account updating

Paperwork processing

Task prioritization

Customer relationship management (CRM)

Live chat support

Relationship building

Report generation

Microsoft outlook

Microsoft Office Suite

Documentation

Order processing

Timeline

Customer Service Representative

Dicipa
07.2023 - 09.2024

Sales Associate

PCM - Papeles Y Conversiones De México
01.2022 - 09.2022

Administrative Manager

MX PRINT CHIHUAHUA
01.2009 - 07.2021

Accounts Assistant

Interalliance Mexico
01.2005 - 12.2008

C.P. - Accounting And Finance

Facultad De Contaduría Y Administración UACH
05.2001 -

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Elizabeth Lucero CastilloCustumer Services