Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Monica Gabriela Ruiz

The Hague,ZH

Summary

Diligent Secretary Position with solid background in customer service.

Proven track record of efficiently resolving customer inquiries. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Highly skilled in conflict resolution, communication, 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 strong focus on team collaboration and achieving positive outcomes.

Reliable and adaptable with excellent communication skills and

committed to ensuring customer satisfaction by providing exceptional service and unmatched support.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Peek &Cloppenburg
10.2021 - Current
  • Guided customers in product inquiries to improve shopping experience.
  • Ensured accurate client information regarding current offers.
  • Enhanced merchandise presentation by organizing displays.
  • Managed transaction processing with precision, ensuring smooth and efficient service.

Customer Care Representative

Temper
08.2019 - 09.2021
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into internal database.

Customer Care Executive

Macy's New York, Samuel's Fine Jewerly, Jones & Jones Jewels,
08.2015 - 07.2018
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Streamlined support processes, enhancing response times and customer satisfaction levels.
  • Trained new team members on systems, policies, and best practices for customer care.
  • Managed escalated issues with professionalism, ensuring timely resolutions for complex cases.
  • Collaborated with cross-functional teams to improve service delivery and operational efficiency.
  • Analyzed customer feedback to identify trends and recommend service enhancements.
  • Developed training materials that improved onboarding processes for new hires in customer care roles.

Manager of Operations

Kaoss Boutique, Mi Bazar Boutique, La Gastronomía
01.2012 - 07.2015
  • Developed and monitored key performance indicators to ensure operational excellence and accountability.
  • Mentored staff, fostering a culture of continuous improvement and professional development within the team.
  • Analyzed operational data to identify trends, driving informed decision-making for resource allocation.
  • Implemented technology solutions that improved process automation and reduced manual errors in operations.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
  • Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
  • Improved team morale with regular feedback sessions and recognition of outstanding performance.

Education

Bachelor - International Studies

University of Monterrey UDEM
Monterrey, NL Mexico
06.1995

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Team development
  • Documentation
  • Administrative support
  • Customer relationship management (CRM)
  • Assertiveness
  • Research

Conflict mediation

Certification

2022 First Aids P&C The Hague, NL

2021 Antitheft Protection, The Hague, NL

2011 Inburgering cursus. The Hague, NL

2004 Excel and MS works UTPA Annex, Edinburg, TX. USA

2003 Organizational Skills McAllen, TX USA

2000 English as a second language. UTPA, Edinburg, TX. USA

1993 United Nations Security Council Model in Harvard University, Boston, MA, USA

Languages

Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Netherlands
Intermediate (B1)

Timeline

Customer Service Representative

Peek &Cloppenburg
10.2021 - Current

Customer Care Representative

Temper
08.2019 - 09.2021

Customer Care Executive

Macy's New York, Samuel's Fine Jewerly, Jones & Jones Jewels,
08.2015 - 07.2018

Manager of Operations

Kaoss Boutique, Mi Bazar Boutique, La Gastronomía
01.2012 - 07.2015

Bachelor - International Studies

University of Monterrey UDEM

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Monica Gabriela Ruiz