Camille Juliet Dennery Ortiz
Fredericksburg,NV
Summary
Results-driven customer service professional with expertise in problem resolution, active listening, and critical thinking. Proven track record of enhancing customer experiences and team performance.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Wal-Mart Store
Fredericksburg,VA
11.2023 - Current
- Assisted customers with inquiries, resolving issues efficiently and enhancing overall satisfaction.
- Processed transactions accurately using point-of-sale systems, ensuring smooth checkout experiences.
- Trained new team members on customer service protocols and company policies to maintain consistency.
- Collaborated with management to identify areas for process improvement within customer interactions.
- Handled product returns and exchanges adhering to company guidelines, maintaining operational flow.
- Engaged with customers to promote loyalty programs, increasing participation through effective communication.
Service Desk Team Lead
The Home Depot Store
Fredericksburg, VA
06.2021 - 11.2023
- Led service desk operations, ensuring timely resolution of customer inquiries and technical issues.
- Developed and implemented training programs for new team members to enhance service delivery.
- Streamlined ticketing processes using ITSM tools, improving response times and customer satisfaction.
- Coordinated escalations with senior management for complex technical problems, facilitating effective communication.
- Monitored team performance metrics, providing feedback to improve individual and group productivity.
- Maintained knowledge base documentation, ensuring accuracy and accessibility for team members and customers alike.
Shift Supervisor
CVS Pharmacy
Fredericksburg, VA
08.2018 - 04.2020
- Supervised daily operations, ensuring compliance with company policies and procedures.
- Trained and mentored team members on customer service best practices and product knowledge.
- Implemented inventory management techniques to maintain optimal stock levels and reduce waste.
- Coordinated scheduling to ensure adequate staffing during peak hours, enhancing service efficiency.
- Resolved customer complaints effectively, fostering a positive shopping experience for patrons.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Education
High School Diploma -
Department of Education
San Juan, PR12.1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Customer relations
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Wal-Mart Store
11.2023 - Current
Service Desk Team Lead
The Home Depot Store
06.2021 - 11.2023
Shift Supervisor
CVS Pharmacy
08.2018 - 04.2020
High School Diploma -
Department of Education