Elvin Brea
Whitman
Summary
Customer service professional with deep experience in assisting and resolving customer inquiries. Proven track record of enhancing customer experiences through effective problem-solving and attentive service. Known for strong collaboration and adaptability in dynamic environments, maintaining reliability and flexibility.
Overview
19
19
years of professional experience
Work History
CSR Assistant Manager
Whole Foods Market
Wellesley, MA
05.2025 - Current
- Assisted customers with inquiries, ensuring a positive shopping experience and timely resolutions.
- Maintained knowledge of product offerings to provide accurate information and recommendations.
- Collaborated with team members to streamline service processes and enhance customer satisfaction.
- Supported inventory management by monitoring stock levels and assisting in restocking efforts.
- Trained new staff on customer service protocols and operational procedures for consistency.
- Implemented feedback systems to gather customer insights, driving improvements in service delivery.
- Analyzed customer interactions to identify trends, contributing to strategic service enhancements.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Exemplified the company''s commitment to delivering exceptional service by always going above and beyond to meet customers'' needs and exceed their expectations.
- Demonstrated a willingness to take on additional responsibilities as needed, showcasing adaptability and a strong work ethic that contributed positively to overall team success.
- Played an integral role in achieving quarterly departmental targets by maintaining high productivity and consistently meeting or exceeding personal performance metrics.
- Assisted customers with navigating company website and completing online transactions with ease.
- Provided timely feedback to supervisors regarding potential areas of improvement within the department''s operations.
- Supported colleagues through active listening and problem-solving skills, fostering a positive work environment for all team members.
- Participated actively in ongoing professional development opportunities aimed at improving personal skills and expertise in customer service best practices.
- Contributed to the development of training materials for new hires, ensuring a comprehensive understanding of company policies and procedures.
- Streamlined communication channels for improved service delivery and customer relations management.
- Managed high call volume with exceptional attention to detail, resulting in increased customer satisfaction ratings.
- Facilitated smooth transitions for customers during account updates or changes by providing clear instructions and guidance throughout the process.
- Collaborated with team members to optimize overall performance and achieve departmental goals.
- Served as a reliable point-of-contact for customers seeking assistance with product usage or troubleshooting issues they may have encountered while using company servicesproducts.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
CSR Manager
Shaws Supermarket
Hyde Park, MA, USA
08.2007 - 03.2025
- Collaborated with other departments and Human Resources in order to resolve customer concerns quickly and efficiently.
- Managed customer inquiries, complaints and escalated issues while maintaining a professional demeanor.
- Established strong relationships with key stakeholders throughout the organization including external partners and vendors.
- Conducted regular performance reviews for staff members to ensure quality of service.
- Created reports summarizing daily, weekly, monthly sales activities with an emphasis on identifying opportunities for growth.
- Provided guidance and support for Customer Service Representatives during peak business periods.
- Monitored team performance metrics and established goals for continual improvement of customer service standards.
- Performed root cause analysis to troubleshoot problems encountered by customers.
- Ensured adherence to departmental policies, procedures, and regulations related to customer service operations.
- Resolved complex technical issues in a timely manner with customers via phone or email communication channels.
COO
Like New Home Services
Stoughton, MA, USA
01.2023 - 01.2024
- Oversaw the launch of new products by leading cross-functional teams from concept to execution.
- Initiated projects designed to improve customer experience and increase customer satisfaction scores.
- Co-Owned company with family members, business failed.
- Marketed the business and followed up on leads to close sales and book jobs.
Cashier
Shaws Supermarket
Hyde Park, MA, USA
08.2007 - 07.2010
- Operated cash register and accurately processed payments, returns, and exchanges.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
Education
High School Diploma -
Brighton High School
Brighton, MA06.2008
Skills
- Staff training and development
- Sales support
- Call center operations
- Feedback delivery
- Bilingual in Spanish
- Fluent reading and speaking
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Team leadership
- Active listening
- Decision-making
- Verbal and written communication
- Team building
- Customer relations
- Training and mentoring
- Handling escalations
- Relationship building
- Positive and constructive feedback
- Team management
- Team development
- Customer focus
- Complaint handling
- Payment processing
- Follow-up skills
- De-escalation techniques
- Dispute resolution
- Cross-selling techniques
- Escalation management
- Email management
- Critical thinking
- Team collaboration
- Creative problem solving
- Money handling
- Problem resolution
- Task prioritization
- Product knowledge
- Technical troubleshooting
- Client relations
- Conflict resolution
- Documentation
- Scheduling
- Quality control
- Staff training
- Paperwork processing
- Complaint resolution
- Professional telephone demeanor
- Call management
- Prioritization
Languages
Spanish
Personal Information
Title: CSR REP , MANAGEMENT
Timeline
CSR Assistant Manager
Whole Foods Market
05.2025 - Current
COO
Like New Home Services
01.2023 - 01.2024
CSR Manager
Shaws Supermarket
08.2007 - 03.2025
Cashier
Shaws Supermarket
08.2007 - 07.2010
High School Diploma -
Brighton High School