Rolen Perez
New Plymouth,Bell Block
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Store Manager
Stirling Sports New Plymouth
03.2024 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Customer Service Representative
One New Zealand
01.2023 - 03.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assistant Manager
KFC
02.2020 - 12.2022
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Completed inventory audits to identify losses and project demand.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Inventory Controller
Tegel Foods Ltd
01.2019 - 07.2020
- Managed inventory by performing physical counts, identifying variances and reconciling records.
- Researched inventory-related discrepancies and made appropriate adjustments in inventory system.
- Pulled damaged and recalled products for return or disposal.
- Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
- Organized and processed damaged goods according to vendor and manufacturer procedures.
Restaurant Branch Manager
The Aristrocat Restaurant
11.2017 - 08.2018
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
Restaurant Branch Manager
Maestro Pizza
09.2015 - 09.2017
- Developed invoicing systems and internal controls to boost billing efficiencies.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Established and built customer relationships through targeted outreach and initiatives.
- Disciplined employees to encourage compliance with company policies and procedures.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Education
Bachelor of Science - Hospitality Management
International School For Hotel And Restaurant Mana
04.2014
Skills
- Upselling and Cross-Selling
- Account Updating
- Data Collection
- Scheduling
- Inbound and Outbound Calling
- Product Knowledge
- Call Management
- Complaint Resolution
- Information Security
- Data Entry
- Sales Expertise
- Customer Consulting
- Product Promotion
- Service Upselling
- Coordination
- Stock Management
- Problem-Solving Abilities
- System Implementation
- Typing Proficiency
- Quality Control
- Stockroom Procedures
- Problem Resolution
- Reading Comprehension
- Technical Support
- Technologically Savvy
- Computer Proficiency
- Team Development
- Quality Assurance Controls
- Retail Sales Customer Service
- Critical Thinking
- Customer Relationship Management (CRM)
- High-Energy Attitude
- Order Processing
- Sales Closing
- Stocking and Replenishing
Languages
English
Full Professional
Certification
- Certified in Web Development, Udemy - 2020
- Certified in Cybersecurity (CC) course ISC2 , Udemy - 2023
Timeline
Store Manager
Stirling Sports New Plymouth
03.2024 - Current
Customer Service Representative
One New Zealand
01.2023 - 03.2024
Assistant Manager
KFC
02.2020 - 12.2022
Inventory Controller
Tegel Foods Ltd
01.2019 - 07.2020
Restaurant Branch Manager
The Aristrocat Restaurant
11.2017 - 08.2018
Restaurant Branch Manager
Maestro Pizza
09.2015 - 09.2017
Bachelor of Science - Hospitality Management
International School For Hotel And Restaurant Mana
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