Customer Service Quality Assurance
Resume:
832-***-**** **** Royan Drive, Houston,
Texas *7071
************@*****.***
ARACELLIE
DELA CRUZ
OBJECTIVE
Results-driven professional with extensive background in quality assurance and customer service excellence, aiming to contribute strong analytical capabilities and systematic review experience to a position requiring meticulous attention to detail. Offering proven success in maintaining compliance standards, implementing efficient workflows, and achieving organizational objectives while ensuring optimal accuracy.
KEY SKILLS
WORK EXPERIENCE
• Knowledgeable on
Microsoft Office/POS
System
• Committed to customer
service
• Ability to process
information effectively
takes direction and
delegate responsibilities
• Strong team player
• Communication and
customer handling skills
• Positive attitude
• Ability to work in a fast-
paced environment
Jollibee Houston Stores - Texas
Restaurant Manager – February 2025 - Present
Shift Supervisor/ Assistant Product Quality Manager - May 2023 – February 2025 Shift Supervisor - June 2020 – January 2022
• Estimated the daily food consumption and placed orders with suppliers accordingly – Ordered utensils and contacted merchants regarding their supplies on a regular interval.
• Supervised daily restaurant operations, ensuring efficiency, quality service, and customer satisfaction.
• Managed inventory, controlled costs, and ensured stock availability while minimizing wastage.
• Handled cash management, sales tracking, and daily financial reports to maintain accuracy in transactions.
• Implemented company policies, food safety standards, and health regulations to ensure compliance.
• Ensured smooth front-of-house and back-of-house operations to maintain high service standards.
• Coordinated staff scheduling, training, and performance evaluations to optimize productivity.
• Managed customer relations by addressing concerns promptly, leading to improved customer retention.
• Oversaw cost control measures, including labor costs and food expenses, to maintain profitability.
• Responsible for monitoring training and development of new employees on shift.
• Lead each shift by delegating duties, assigning tasks, and following up with all team members.
• Must be proficient in each area of the restaurant to assist when necessary.
• Acts with integrity and honesty while promoting the Jollibee culture.
• Maintain cleanliness and organization throughout the restaurant.
• Manage time effectively and meet all job responsibilities. EDUCATION
Reagan High School,
Houston, Texas –
High School Diploma - 2011
• Ensure all food items are prepared according to the Jollibee’s standards of quality, consistency, and timeliness.
• Check food quality and temperatures throughout the day to maintain Health and Safety regulations.
• Follow proper sanitation and safety procedures including kitchen equipment.
• Identify back-ups in the kitchen and work with managers to reorganize human resources.
Healthcare Providers of America
Billing Coordinator/ Scheduler
March 2023 – August 2023
• Process medical claims and verify insurance coverage prior to patient appointments
• Schedule and coordinate patient appointments across multiple healthcare providers
• Follow up on denied claims and resolve billing discrepancies
• Maintain accurate patient records and billing information in EMR system
• Communicate with patients regarding account balances and payment arrangements
• Coordinate with insurance companies for claim resolution
• Generate billing reports and analyze revenue trends
• Assist patients with billing inquiries and insurance-related questions Panda Express – IAH Houston, Texas
Shift Supervisor
December 2022 - Present
• Lead each shift by delegating duties, assigning tasks, and following up with all team members.
• Must be proficient in each area of the restaurant to assist when necessary. Interacting with customers and handling customer queries and complaints in a timely manner
Maintaining relationships with profitable customers
• Check production output according to determined quality specifications.
• Prepare food when necessary.
• Manage time effectively and meet all job responsibilities.
• Take food and drink orders and receive payment from customers.
• Enforce strict safety guidelines and company standards.
• Supervise staff to make sure that they perform their duties with customer satisfaction in mind.
• Identify back-ups in the kitchen and work with managers to reorganize human resources.
• Check food quality and temperatures throughout the day to maintain Health and Safety regulations
Red Ribbon Bakeshop – Westheimer, Houston
Bakeshop General Manager/ Service Quality Manager
February 2022 – December 2022
• Set daily/weekly/monthly objectives and communicate them to personnel.
• Organize workflow by assigning responsibilities, preparing schedules, and outlining duties.
• Monitor the work of employees, provide feedback, and perform coaching or counseling.
• Ensure the safe use of equipment and schedule regular maintenance.
• Check production output according to determined quality specifications.
• Setting customer service goals for team members and helping them reach those goals
Interacting with customers and handling customer queries and complaints in a timely manner
Maintaining relationships with profitable customers Making weekly and monthly reports and surveys
• Supervise staff to make sure that they perform their duties with customer satisfaction in mind.
• Prepare and submit reports on individual and overall performance.
• Revise procedures, identify issues in efficiency and suggest ways of improvement.
• Train new employees on how to safely use machinery and accurately follow procedures.
• Enforce strict safety guidelines and company standards. Red Ribbon Bakeshop - Houston
Bakeshop Supervisor
October 2017– June 2020
• Set daily/weekly/monthly objectives and communicate them to personnel.
• Organize workflow by assigning responsibilities, preparing schedules and outlining duties.
• Monitor the work of employees, provide feedback and perform coaching or counseling.
• Ensure the safe use of equipment and schedule regular maintenance.
• Check production output according to determined quality specifications.
• Create and hand over crew schedules and ensure that they are followed properly.
• Supervise staff to make sure that they perform their duties with customer satisfaction in mind.
• Prepare and submit reports on individual and overall performance.
• Revise procedures, identify issues in efficiency and suggest ways of improvement.
• Train new employees on how to safely use machinery and accurately follow procedures.
• Enforce strict safety guidelines and company standards. Jollibee - Houston
Crew Member (Kitchen/Counter)
July 2015 – March 2016
• Maintain sanitation, health, and safety standards in work areas.
• Clean food preparation areas, cooking surfaces, and utensils.
• Operate large-volume cooking equipment such as grills, deep-fat fryers, or griddles.
• Verify that prepared food meets requirements for quality and quantity.
• Take food and drink orders and receive payment from customers.
• Read food order slips or receive verbal instructions as to food required by patron and prepare and cook food according to instructions.
• Receive inventory and move food products to designated areas
• Transfer supplies between storage areas and the kitchen
• Greet customers and guests as they approach the food service counter
• Inform customers of regular deals or daily specials
• Provide information on menu items
• Up-sell products by providing auxiliary food items information Menninger Clinic
12301 S Main St, Houston, TX 77035
Dietary Server
2013-2020
• Key Functions Set up and restock food items in the soup, salad, and dessert areas of the server line assuring proper portions, temperature and appearance
•Serves food to customers portioning food according to portion control guidelines
•Replenishes counters, salad bar and hot food table assuring that adequate supply is always present
•During serving hours, keeps the hot food serving line, salad, dessert and condiment areas clean and free of excess debris; attend to food items at all times
•During hours of operation, server does not leave line
•Assures a high degree of cleanliness during serving hours
•Continuously cleans and picks up as he/she works on service counter or salad and vegetable bars
•Serve food to patients, staff and visitors in a pleasant and courteous manner
•Demonstrates behavior that promotes positive customer relations with patients, staff and visitors
REFERENCES
Martin Aguilar
General Restaurant Manager, Jollibee – Houston Westheimer
Josephine Tungpalan
General Restaurant Manager, Jollibee Houston
Julliene Anano
General Manager, RR Westheimer
Russel Knott
Executive Director, Menninger Clinic
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