Reina Lainez
Silver Spring
Summary
Professional with strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Home Depot
11.2021 - 12.2024
- Assisted customers with inquiries and product information, ensuring a positive experience.
- Learned company policies and procedures to provide accurate assistance to customers.
- Handled customer complaints effectively, striving for resolution and satisfaction.
- Collaborated with team members to enhance service delivery and efficiency.
- 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.
Cashier Team Lead
Dunkin' Donuts
01.2021 - 11.2021
- Supervised cashier team, ensuring accuracy in transactions and adherence to company policies.
- Trained new cashiers on operational procedures and customer service excellence.
- Resolved customer inquiries and issues, fostering positive shopping experiences.
- Monitored cash register operations, preventing discrepancies through diligent oversight.
- Implemented process improvements for transaction efficiency, reducing wait times for customers.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Education
Wheaton High School
Silver Spring, MD06-2021
Skills
- Customer service
- Critical thinking
- Customer relations
- Conflict resolution
- Complaint handling
- Computer proficiency
- Customer satisfaction measurement
- Administrative support
- De-escalation techniques
- Recordkeeping strengths
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Home Depot
11.2021 - 12.2024
Cashier Team Lead
Dunkin' Donuts
01.2021 - 11.2021
Wheaton High School
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