ROSILVIA MUNOZ
Customer Service Representative
Cliffside Park
Summary
Passionate about launching a successful career and securing a challenging role to leverage strong interpersonal, time management, and problem-solving abilities. Eager to contribute positively to a dynamic team environment and take on new responsibilities for personal and professional growth. Committed to continuously improving skills and knowledge to excel in any task or project. Seeking a position to make a meaningful impact and achieve long-term success within the organization.
Overview
4
4
years of professional experience
1
1
Language
Work History
Digital Navigator Specialist
North Carolina 211
08.2024 - Current
- Assisting clients, using the 2-1-1 database, and Call Center Standard Operating Procedures.
- Participate in on-going trainings with call center staff. • Develop a working knowledge of assigned subject area(s) to be best enabled to support clients accessing NC 211 through designated line(s) of business.
- Receive and respond to clients through various channels for designated line(s) of business.
- Follow established protocols to fully assess the needs of client and utilize skills to identify any secondary or additional needs the client faces.
- Utilize a checklist and/or resource search to identify the resource(s) to best meet the need(s) of the client. Identify any potential barrier(s) the client may face in accessing the services.
- Provide high-touch service to the client including, but not limited to, advocacy calls, warm transfer, assistance with completing an intake or application process, assistance with compiling documentation to receive assistance, developing an action plan and more to assist client.
- Maintain contact with client through follow-up and outreach efforts including regularly scheduled check-ins with the client’s consent.
- Maintain contact with client through follow-up and outreach efforts including regularly scheduled check-ins with the client’s consent. • Document all contacts with clients in established databases and systems (iCarol, Five 9), including the collection of required demographic fields. Maintain comprehensive notes on client needs and resources provided, and any barriers encountered with accessing resources. • Utilize lethality assessment and arrange for crisis intervention services when needed.
Shift Lead
Carlos Bakery
12.2023 - 07.2024
- Greet every customer and ensure they are being taken care of according to company standards. Ability to resolve customer issues quick and efficiently.
- Ensure the work areas and store overall looks presentable, clean and setup according to company standards at all times.
- Ensure product quality by checking freshness, rotating products, and removing out-of-date products.
- Study our product list and be knowledgeable to explain to customers and co-workers.
- Package, weigh, and price all baked goods & merchandise according to standards.
- Be an expert at all stations for service. I.e.-hosting, selling, boxing, coffee service, etc.
- Follow our cash handling procedures when using the POS to process customer orders.
- Follow and comply with all applicable health and sanitation procedures and adhere to safe work practices.
- Ensure that all shelves and displays are properly stocked, front-facing, and up to standards.
- Maintain back box and daily operational stock in good working order.
- Answer telephone calls with excellent phone etiquette and transfer the call according to appropriate department.
- Operate and sanitize all Bakery equipment in a safe and proper manner.
- Preform inventory management utilizing inventory system.
- Preform in store walk through internal audits.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
Cashier Teller
Hard Rock Cafe
06.2023 - 12.2023
- Assisting the manager with all store opening and closing procedures.
- Answering phones, monitoring call log and messages throughout the day.
- Replenishing paperwork needed by the servers, bartender, and retail associates.
- Processing incoming and outgoing petty cash also processing the forms for the restaurant's records.
- Counting Restaurants and Retail stores drawers and ensuring they are correct and match end of sale reports.
- Constantly verifying the money in the safe is correct by periodically performing safe counts.
- Processing bank deposits for both retail and the restaurant making sure they are correct for brinks pick up.
- Making banks for both retail and restaurant according to Hard Rock procedures to ensure all associates have the correct amount of money in their tills to start their shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Mobile Expert
Metro by T-Mobile
10.2021 - 04.2023
- Ensuring that all customers receive excellent service through direct salesmanship, and prompt and courteous service.
- Assisting customers with questions, needs, and purchases.
- Actively learning new promotions and upselling while providing customers with the best deals.
- Assist customers with service activations, changes and bill payments, responding to billing inquire equipment replacement, selling accessories and processing price plan changes and upgrades.
- Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
- Improved sales conversion rates by utilizing strong product knowledge and persuasive communication skills.
- Demonstrated adaptability when faced with unexpected challenges or changes in day-to-day operations by staying calm under pressure and finding creative solutions.
Skills
- Product replenishment
- Proficient in managing multiple tasks
- Client service expertise
- Strategic issue analysis
- Crisis management
Timeline
Digital Navigator Specialist
North Carolina 211
08.2024 - Current
Shift Lead
Carlos Bakery
12.2023 - 07.2024
Cashier Teller
Hard Rock Cafe
06.2023 - 12.2023
Mobile Expert
Metro by T-Mobile
10.2021 - 04.2023
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