Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nancy Palmira Guizar Renteria

Phoenix

Summary

Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at AZ Custom Print. Skilled in conflict resolution and critical thinking, adept at leveraging active listening to resolve customer complaints, leading to significant repeat business. Excelled in mentoring new hires, contributing to a team-oriented environment. Demonstrates proficiency in Microsoft Excel and professional telephone demeanor.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

AZ Custom Print
10.2021 - 01.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • 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.
  • 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.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Personal Assistant to the Owner

Tiedemann Globe
02.2009 - 05.2011
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Maintained an organized workspace for the owner which facilitated easy access to important documents when needed.
  • Maintained appropriate filing of personal and professional documentation.
  • Improved communication between the owner and external parties by drafting professional correspondence on their behalf.
  • Displayed absolute discretion at handling confidential information.
  • Increased productivity by prioritizing tasks and ensuring deadlines were met consistently.
  • Reduced administrative workload for the owner through proficient handling of routine tasks, allowing them to focus on higher-level responsibilities.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Streamlined the owner''s schedule by managing appointments, meetings, and travel arrangements.
  • Enhanced efficiency in daily operations by organizing and maintaining office filing systems.
  • Took notes and dictation at meetings.

Customer Service Cashier

Tiedemann Family Thrift Store
02.2007 - 02.2009
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Counted money in drawers at beginning and end of each shift.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Answered product questions using knowledge of sales and store promotions.
  • Utilized POS system to handle customer cash and credit card transactions.

Education

High School Diploma -

Precision Highschool
Phoenix, AZ

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor

Languages

Spanish
Full Professional
English
Full Professional

Timeline

Customer Service Representative

AZ Custom Print
10.2021 - 01.2025

Personal Assistant to the Owner

Tiedemann Globe
02.2009 - 05.2011

Customer Service Cashier

Tiedemann Family Thrift Store
02.2007 - 02.2009

High School Diploma -

Precision Highschool

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Nancy Palmira Guizar Renteria