Experience

Tend Insights

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Support

  • Jun 2014 - Present

• Customer Support

  • Jun 2014 - Present



FSS Commerce (dba Zoo Stores.com)

• Order Manager

  • Aug 2013 - Nov 2013

  -Coordinated day to day operations including approving and tracking orders, managing inventory, performing cross sells for high dollar products and negotiating discounts - Managed logistics for orders damaged in transit, mis-shipments and returns. - Communicated with customers throughout the whole purchase process -Chased Vendors daily via phone/email for late shipments or unapproved orders -Followed up with shipping companies for shipment issues and filed shipment claims as necessary -Performed cross-sells for unavailable/out of stock or discontinued products -Communicated with Website Catalog to update product information and resolve escalated Vendor issues -Responded to all customer inquiries via Zendesk within 1 business day -Updated customer information, requested and processed order cancellations, negotiated discounts, communicated with ground and freight shipping companies to locate shipments, ordered replacements or replacement parts, processed returns and refunds -Resolved escalated customer issues - Answered Sales questions for customer's via email and phone - Show less



Mercantila

• Technology, Information and Internet
• 1 - 100 Employee

• Customer Service Representative

  • Mar 2013 - Apr 2013

  - Provided customer support for an online specialty online retailer with more than 250 vendors and hundreds of products available. - I sold about $40,000 worth of merchandise within a matter of weeks. This included a $16,000 sale( highest dollar sale made by anyone during my time with the company) and several $5,000 plus sales. - At least 90% of the phone calls made to Zoo Stores were about customer service issues and the company was struggling to stay in business which made this a major feat. I spent time with working with buyers and merchandisers for Mercantila (aka Zoo stores) to enable me to answer customer's questions and make sales. - I researched products and learned to calculate profit margin for discounts and sales - I made Sales utilizing multiple payment methods such as different types of credit cards, Pay Pal, Amazon and checks. - I used several different systems to make sales/ assist customers including the company website, Maya, and Salesforce. - Answered phones and made support tickets/ inquiries for customers, - Listened to the customers and tried put their issues into the right hands of either billing or order managers. For repeat callers I kept track of their tickets and tried to push on the right people to get the customers issues resolved. - Filtered/ answered customer emails- from questions to issues with orders. I also did Fed Express tracking daily for customers. - Used the basics of Sales Force, Mac Computers, Google docs, and several different systems unique to Mercantila. Show less



Mc Donalds

• Rocklin, CA

• Crew Member and Manager

  • Jun 2012 - Mar 2013

  -Job Duties were commensurate with a fast food/ quick service food company. Please ask for further details if desired. -Job Duties were commensurate with a fast food/ quick service food company. Please ask for further details if desired.



Rubios Restaurant

• Assistant Store Manager

  • Apr 2010 - Jan 2011

  -Responsible and accountable for restaurant operations and assisting the General Manager. This included: supporting a productive and profitable restaurant with a focus on guest relations, team member development, financial responsibility, -Ensured the goals and vision for the restaurant and Company were executed and that each guest received an exceptional experience. -Responsible for Catering for both Business and family accounts - Catered for large events such as Black Friday for major retailers - Communicated, evaluated and documented Team Member performance as assigned. - Assisted in controlling P&L. - Controlled proper inventory and staffing levels as dictated by daily sales. - Managed cash handling procedures and oversees and completes daily financial paperwork. Show less



Taco Bell (Franchise) & Taco Bell/ PizzaHut

• Auburn, CA

• Senior Assistant Manager/ Assistant Manager

  • Mar 2005 - Feb 2008

  - Maintained fast, accurate service, positive guest relations, and ensured products are consistent with company quality standards -Ensured Occupational Safety & Health Act, local health and safety codes, and company safety and security policy are met. -Assists Profit & Loss management by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports, and taking appropriate actions. -Recruited, interviewed, and hired team members -Conducted performance appraisals, takes disciplinary action, motivates and trains -Ensured food quality and 100% guest satisfaction Show less