SM

SUSAN MATOS

adqj9f@r.postjobfree.com 302-***-**** Wilmington, DE 19805

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive aĴitude will make a difference.

Flexible hard worker ready to learn and contribute to team success. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Conflict resolution

Troubleshooting

Reliable and trustworthy

Relationship building

Friendly, positive aĴitude

Team building

Organization

People skills

Decision-making

Work ethic

Wawa Wilmington, DE

Customer Service Associate

11/2012 - 12/2020

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication. Educated customers on special pricing opportunities and company offerings.

Met and exceeded productivity targets by handling every interaction with top-notch customer service.

Assisted customers in making payments on accounts and seĴing up payment plans.

Provided outstanding service to new and long-standing customers by aĴending closely to concerns and developing solutions. Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.

Consulted with customers regarding needs and addressed concerns. Shared detailed information regarding options to help customers make decisions.

Loan Till Payday Wilmington, DE

Manager

08/2009 - 09/2010

Assigned tasks to associates to fit skill levels and maximize team performance.

Greeted and encouraged feedback from customers to implement in-store operational changes.

Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances. Maintained ongoing system for development, recruitment, recognition and retention of store crew and management.

Evaluated operational trends and proactively adjusted strategies to Summary

Skills

Experience

maintain alignment between performance and objectives. Coordinated ordering, receiving merchandise, pricing and stocking to maintain appropriate product levels on shelves.

HSBC Bank New Castle, DE

Billingual Taxpayer Financial

Representative

01/2009 - 05/2009

Worked with customers to determine needs, evaluate financial means and check eligibility for products or services.

Reviewed customer applications and pursued missing information to complete submissions.

Secured long-term customer accounts, providing recommendations to promote service effectiveness and benefits to exceed client goals and needs.

The Establishment Restaurant and Lounge

Newark, DE

Hostess

02/2008 - 09/2008

Greeted guests and gathered information to seat groups or place on waitlist.

Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.

Escorted guests to seating area, furnished menus and highlighted daily specials.

Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.

Loan Till Payday Wilmington, DE

Assistant Manager

07/2006 - 03/2007

Collaborated with store manager to develop strategies for achieving sales and profit goals.

Delegated daily tasks to team members to optimize group productivity. Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.

Completed inventory audits to identify losses and project demand. Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.

Enhanced sales by implementing merchandising and promotional improvements.

BonneĴs Cleaning Service Newark, DE

Housekeeping Supervisor

03/2001 - 12/2005

Supervised and supported housekeeping personnel to maximize quality of service and performance.

Created schedules, shift reports and other business documentation to coordinate housekeeping needs.

Commanded controls over expenses and inventory for optimal budget tracking.

Interacted pleasantly with clients and guests when performing daily duties.

Employed deep-cleaning techniques for areas in need of additional sanitation.

Organized supplies for use based on expected customer needs. Delaware Division Of Public Health

Newark, DE

Social Service Technician

04/1999 - 04/2000

Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation. Facilitated supportive services and counseling for family members to address special concerns and ease transition during home visits. Worked closely with public child welfare system staff, supervisors and court personnel to identify and mitigate barriers to timely permanency. Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries. Observed safety protocols to minimize accidents and spread of disease. Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.

Answered questions and responded to inquiries to deliver high level of service to patients.

Perinatal Association Of DE Wilmington,

DE

Resource Mother

08/1998 - 02/1999

Assessed patients' physical, psychosocial and emotional needs and documented in confidential medical records.

Responded to emergency situations with speed, expertise and level- headed approaches to provide optimal care, support and life-saving interventions.

Helped patients and families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues. Assessed patient conditions, monitored behaviors and updated supervising physicians with observations and concerns. Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.

Coordinated with healthcare team to establish, enact and evaluate patient care plans.

Child Development Watch Wilmington,

DE

Interpreter

04/1995 - 08/1997

Delivered real-time, accurate oral translations and interpretations for clients.

Interpreted conference calls and other workplace communications in real-time.

Sat in on meetings to provide members with oral translations of conversations and information.

Reviewed and analyzed briefing materials before translations. Developed understanding of specialized translation concepts by consulting subject maĴer experts.

Verified accuracy by double-checking translations of technical terms and terminology.

Consulted dictionaries, lexicons, encyclopedias and computerized terminology banks to aid in translation.

Delaware Technical And Community College Newark, DE Certificate in Office Technician

09/1992

Spanish:

Native/ Bilingual

Education and Training

Languages

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