Norma Flores
P.O. Box 21431 Barrigada,Guam
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
35
35
years of professional experience
Work History
Customer Service Representative
Walmart SuperCenter store # 2571
1900 S. 314th St. Federal Way , Washington
11.2022 - 06.2023
- Conducted regular follow-up calls with customers after resolving their issues.
- Collected deposits or payments and arranged for billing.
- Implemented innovative methods for streamlining the customer service process.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed positive relationships with customers through friendly interactions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
Youth Service Worker I
Department of Youth Affairs
CQXX+X4V Mangilao, Guam
12.1997 - 02.2017
- Provided individualized support and guidance to at-risk youth.
- Participated in individual counseling sessions with clients.
- Encouraged positive social interaction among peers through organized activities.
- Designed and led recreational activities that foster teamwork, physical health, and social interaction.
- Provided comprehensive assistance in multi-disciplinary environment.
- Mentored individuals in life skills, educational subjects and vocational competencies.
- Collaborated with schools, families, and community organizations to support youth development and access to resources.
- Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
- Conducted outreach to identify at-risk youths and connect them with appropriate support services.
- Collaborated with social workers to support patients.
- Maintained detailed records of youth attendance, participation, and progress.
- Provided individual support and mentorship to youths facing personal, academic, or social challenges.
- Communicated regularly with parents and guardians regarding youth activities, progress, and concerns.
- Monitored client progress and updated case files accordingly.
Building Custodian
Department of Education
194 Chalan Kasperbauer, Machanao,, Guam
09.1994 - 08.1995
- Ensured safety protocols were followed while operating machinery such as floor buffers or vacuums.
- Handled, labeled, and safely stored various hazardous chemicals and solutions to prevent injuries.
- Pulled chewing gum from undersides of tables, desks, chairs and various other fixtures, discarding gum and sanitizing area.
- Performed minor repairs on equipment as needed.
- Maintained accountability for building keys, master keys and access cards.
- Stripped, sealed, finished and polished floors to maintain longevity and health.
- Discarded cardboard boxes and trash in compactors and balers.
- Maintained janitorial equipment in good working order.
- Replaced light bulbs and air filters.
- Moved equipment and furniture to thoroughly clean space.
- Stripped, sealed and polished floors.
A&P Mechanic Helper
Continental Micronesia
P.O. Box 8778-N Tamuning, Guam
03.1989 - 09.1994
- Provided technical assistance to co-workers when requested.
- Completed all required paperwork accurately following each task performed.
- Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
- Executed corrosion control and inspection duties with minimal supervision.
- Performed routine maintenance such as oil changes on both piston-powered and turbine-powered engines.
- Updated maintenance and repair logs according to services performed and submitted reports to supervisors for review.
- Operated ground support equipment such as hoists, jacks and forklifts when needed.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
Electric Meter Reader
Guam Power Authority
P.O. Box 2977 Agana,, Guam
05.1988 - 10.1988
- Maintain accurate records of all activities related to meter reading operations including dates, times, locations and results obtained.
- Utilized GPS navigation system to navigate routes efficiently.
- Assessed meters for cracks and other issues, repairing problems on spot and testing repairs for proper functionality.
- Adhere to safety regulations while operating vehicles assigned to transport personnel and supplies.
- Conduct safety checks before entering private property; adhere to local laws governing access to premises for meter reading purposes.
- Gathered and evaluated data for validity, accuracy and completeness.
- Checked meters for issues and reported findings to customers and supervisors daily.
- Notify supervisors immediately if any suspicious activity is observed while performing meter reading duties.
- Examined meters for inaccuracies based past information and kept detailed track of information.
Education
High School Diploma -
George Washington High School
298 George Washington Dr, University Of Guam, 969105-1971
Skills
- Complaint resolution
- Tactful and diplomatic
- Customer relations
- Social skills development
- Academic tutoring
- Individual counseling
- Substance abuse prevention
- Positive reinforcement
- Family support
- Educational support
- Youth mentoring
Timeline
Customer Service Representative
Walmart SuperCenter store # 2571
11.2022 - 06.2023
Youth Service Worker I
Department of Youth Affairs
12.1997 - 02.2017
Building Custodian
Department of Education
09.1994 - 08.1995
A&P Mechanic Helper
Continental Micronesia
03.1989 - 09.1994
Electric Meter Reader
Guam Power Authority
05.1988 - 10.1988
High School Diploma -
George Washington High School