Sara Irizarry: Customer Service Supervisor in San Diego, CA

-Greet and assist customers in company showroom. -Field incoming telephone calls, online chats, and email inquiries. Assist customers with product questions, generate sales quotes, and provide post-sale customer service. -Follow up on customer quotes, with the goal of increasing company sales. -Process customer orders, handle payment information, and create invoices. -Handle escalation of customer complaints. Work with customers to resolve issues in a diplomatic and tactful manner. Process refunds and exchanges per company policy. -Coordinate national furniture installation & repair services, ?partnering with over 200 vendors within the continental United States. -Respond to customer credit card charge backs. Conduct necessary research to compose factual, evidentiary rebuttals with proper supporting documentation. -Create Purchase Orders for manufacturers, installers, and repair companies. -Submit customer orders to manufacturers, reviewing accuracy of details to ensure customer satisfaction. -Manage company product inventory. Order new product as needed. -Create domestic and international LTL shipments. Obtain quotes from shipping carriers and create necessary paperwork to complete the shipping process. -Negotiate shipping carrier pricing. Submit shipping claims as needed. Identify opportunities to mitigate current/future shipping issues. -Update company website: create new and edit existing product pages, and write product descriptions.

-Supervised staff of 40 employees and maintained productive retail operations. -Responsible for store accounting and opening/closing duties. -Participated in manager training program: headed individual store departments for 3 months at a time. -Oversaw ordering of product and receiving of merchandise; building and maintenance of store displays; and proper rotation of product in order to minimize spoilage and waste. -Assisted in employee development programs. -Attended regional food shows and aided in recommendation/selection of new products. -Participated in company-sponsored community events.

-Received and processed inbound sales calls and emails, assisting customers in selection of office furniture appropriate for their needs. -Followed up daily with customers daily to resolve any concerns promptly and efficiently. -Achieved $1.6 million in sales in 6 months, exceeding pro-rated sales goals by 15%.

-Supported store management team to maintain operations to the highest quality of standards. -Participated in hiring, training, and development of store employees. Addressed all performance and disciplinary issues in a timely manner with assistance of Human Resources department. -Conducted employee evaluations, communicating positive and negative feedback. -Oversaw company-wide safety, sanitation and security training programs. Hired outside security staff to ensure a safe working and shopping experience for employees and customers. -Tracked, analyzed and improved store performance by forecasting and meeting sales goals. -Conducted weekly department meetings to ensure good working communication store-wide.

-Prepared daily deposits, change orders, and paid-ins. -Administered employee attendance information. Prepared weekly schedules according to department needs while in accordance to labor and margin goals. Assisted in payroll processing. -Maintained efficient flow of customers through register lines and ensured minimal wait time. -Responded to customer complaints and inquiries while providing excellent customer service at all times.