Jemillie Hilario

*** ***** ****** *** **, Brooklyn, NY 11206 H: 347-***-**** C: 347-***-**** acqyri@r.postjobfree.com

Summary

Seasoned customer service specialist with background in providing advice on diverse customer situations.

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.

Specialized in quality service, customer retention, productivity and team management.

Friendly Customer Service with can-do attitude and willingness to help at all times.

Customer Service with a track record of managing a wide variety of customer service issues quickly and efficiently.

High-powered Customer Service who effectively motivates associates through continual guidance, direction, development and coaching.

Highlights

Team management

Meticulous attention to detail

Conflict resolution techniques

Focused on customer satisfaction

Management of remote employees

NCR software proficiency

Training and development

Deadline-oriented

Skilled multi-tasker

Accomplishments

Improved customer service by counseling and always keeping customers first.

Awarded an ALL-STAR Associate in 2012 for providing outstanding customer service

Awarded Associate of the Month on August 2011 and 2013

Received a multiple of Homer Awards from both District Manager and Store Manager for outstanding customer service.

Team Depot Captain and Leader of the Greeters Program as of 2012: helping not only the store, but the community.

Experience

Ho t Chef. October 2014 to July 2015

Pret A Manger

: Prepared, mix, baked all the hot food for breakfast and lunch at the shop

: followed the How to Card so food would be prepared at perfect serving for each style of food whether it be soup, oatmeal, wraps,etc.

: assist at the register when needed

: placed badge labels to all my containers and opened food

: checked for expiration dates daily on all open or closed products

: placed orders for more products

: did inventory weekly

Head Cashier May 2011 to Mar 2014

The Home Depot – New York City, NY

Created training manuals targeted at resolving even the most difficult customer issues.

Successfully managed the activities of 50 or more team members in multiple locations.

Monitored the daily activities of 7 customer support teams.

Owned team productivity metrics.

Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Trained new quality customer service representatives.

Provided detailed monthly departmental reports and updates to senior management.

Addressed negative customer feedback immediately.

Provided a high level of product and leadership support to employees and customers.

Effectively communicated with team members to maintain clearly defined expectations.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.

Resolved customer questions, issues and complaints.

Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

Cashier/Busser/Hostess Jul 2011 to May 2012

Museum of Modern Arts: Café 2 – New York City, NY

Accepted payment from customers and made change as necessary.

Apportioned and served food to guest.

Assisted diners with seating as needed

Attempted to limit problems and liability related to customers' excessive drinking

Checked patrons' identification to ensure that they met minimum age requirements for consumption of alcoholic beverages

Cleaned and maintained the beverage area, display cases, equipment, and order transaction area

Cleaned bars, work areas, and tables

Developed variety of menu items catering to customers with food allergies and diet restrictions such as gluten-free and vegan items.

Increased customer attendance at weekly Bar Trivia night by providing fast and friendly service.

Greeted customers in Café 2 took and rang up orders, handled payment and thanked customers

Education

Advanced Regents Diploma, Pre – Teach 2007

Progress High School for Professional Careers – Brooklyn, NY, USA

Math Academic Achievement Award

English Academic Achievement Award

Spanish Academic Achievement Award

MVP Volleyball Player 2005

Languages

Fluent in English

Fluent in Spanish

References

Available upon request.

Contact this candidate