Customer Service Representative

Gabriela Serrano

Alvin, TX ***** 832-***-**** *******************@*****.***

PROFESSIONAL

SUMMARY

Shift Manager with over 4 years of experience and strong organizational skills. Utilizes decisive leadership qualities to boost team morale and productivity. Talented restaurant management professional with natural talent for leading and motivating people to achieve challenging objectives. Effortlessly builds team connections, oversees operations and improves policies to maximize efficiency and performance of each team member. Skilled in training and mentoring employees to develop every person to full potential. SKILLS Restaurant promotion

management

•

• Training and development

• Organize supplies

• Coordinate schedules

• Creative thinking

• Policy and program development

• Hiring and training

• Customer relationship-building

• Front of house operations

• Food safety

• Manage cash register

• Verbal communication

• Performance evaluations

• Cost control and budgeting

• Performance reviewing

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE 11/2024 to 04/2025 Express Employment Remote

Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.

•

Boosted team morale by consistently recognizing colleagues' contributions and achievements.

•

Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

•

Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

•

Customized support strategies for high-priority clients to ensure their specific needs were met.

•

CUSTOMER SERVICE REPRESENTATIVE 05/2022 to 05/2023 Maximum Staffing Solutions Remote

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

•

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

•

G S

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

•

Responded to customer requests for products, services, and company information.

•

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

•

Developed strong product knowledge to provide informed recommendations based on individual customer needs.

•

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

•

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

•

Improved resolution time with effective problem-solving for customer complaints.

•

SHIFT MANAGER 03/2016 to 12/2019

Fiesta group / taco cabana Alvin, TX

Administered policies and practices in HR, compliance, safety and quality assurance.

•

• Assisted management in resolving operational and service delivery issues. Received incoming shipments and reconciled received items against BOL or packing lists.

•

Addressed and resolved customer inquiries and complaints to restore satisfaction.

•

• Mentored underperforming staff with service-focused initiatives. Reported losses, employee behavioral issues, complaints and operational issues to upper-level management.

•

Held team members accountable for deadlines, quotas and performance goals.

•

Delivered empowering leadership and coaching to motivate employees and increase retention.

•

• Coordinated work handoffs and schedules with managers. Monitored employee scheduling and adjusted to maintain adequate shift coverage.

•

Delivered exceptional service and addressed customer challenges with tact and diplomacy.

•

• Drafted sales and performance reports to inform upper management. STORE MANAGER 03/2006 to 10/2017

Jack in the box Houston, TX

Set performance expectations for employees and implemented improvement plans to reach targets.

•

Delegated assignments to meet coverage needs and maintain store standards.

•

Monitored store inventory levels and ordered new equipment to prevent shortages.

•

• Set up promotional displays to highlight new products and special offers. Developed employee strengths to improve engagement and remain competitive.

•

Recruited, interviewed and hired new employees based on strengths, preparedness and work experience.

•

Managed store social media presence to engage with customers and share important information.

•

Performed preventative maintenance on equipment and scheduled important repairs.

•

Directed and maintained store merchandising standards to present organized and engaging in-store experience.

•

Directed customers to appropriate aisle locations and answered questions regarding product uses.

•

Established customer relationships to generate more business, maintain store profitability and expand brand loyalty.

•

Implemented loss prevention strategies to reduce shrinkage and control theft.

•

Interacted with customers on sales floor to build rapport and offer product expertise.

•

Reviewed online customer reviews and comments to locate needed store improvements.

•

Prepared reports detailing item quantities, employee productivity and sales trends and presented findings to supervisors.

•

Revamped systems, processes and training programs to reverse underperforming store metrics.

•

Formed partnerships with community businesses to raise brand awareness and increase referrals.

•

Analyzed store reports to evaluate performance, increase sales and reduce controllable expenses.

•

Flexed store business strategies and personal selling techniques to contribute to financial results.

•

EDUCATION Medical Assistance Medical Informatics 05/2006 Remington College, Houston, TX

High School Diploma 05/2005

George I Sanchez high school, Houston, TX

ACCOMPLISHMENTS Weekly evaluation of 100% week after week LANGUAGES Spanish

Native or Bilingual

English

Full Professional

Contact this candidate