Dynamic Customer-Focused Leader with QA Expertise
Resume:
DAENNA BUCIO PALMAS
Friendswood, Texas 77546
********@*****.***
Skills:
Customer Expectations Management
Customer Support
Functional Collaboration
Teamwork and Collaboration
Strong leadership abilities
Quality Assurance
Staff Collaboration
Attention to Detail
Distribution Coordination
Decision-Making
Training Skills
Quality Control
New Employees Hiring
Bilingual
Education:
2002-01 Tax Preparer Certificate
Jackson Hewitt -Irving, Texas
2000-05 High School Diploma
L.G. Pinkston High School- Dallas, Texas
Experience:
2025-09- 2026-04/ Manager
Telestar Playcity Casino
Exhibited high energy and professionalism when dealing with clients and staff. Handled all staff in shift as Maintenance, Cashier's, Runner's,Technicals, General Cashier's, Security Guard,Valet Parking,Chef,Kitchen Assistance, Waiters, Barman, Cleaning Staff. Coordinate shift,working schedule. Handle customer complainys,company needs, daily reports.Established internal audit procedures to validate and improve accuracy of financial reporting. Customer service and resolution of doubts, problems and incidents during the purchasing process.
2024-01- 2025-01/ Control of Production
Panadería y Pastelería Gama, Monterrey, NL
Developed strong supplier relationships for better cost negotiation and timely deliveries, resulting in reduced lead times. Managed a cross-functional team to achieve consistent on-time delivery of products, ensuring customer satisfaction. Estimated labor requirements to support anticipated workload. Conducted regular safety audits for maintaining a safe working environment and promoting employee wellbeing. Resolved issues quickly to maintain productivity goals. Analyzed production data and prepared reports for senior Management. Coordinated with other departaments to align production with customer requirements.
2023-09 – 2024-01 Customer Service Representative Bilingual (Remote) Foundever, Monterrey, NL
Exhibited high energy and professionalism when dealing with clients and staff. Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Responded to customer requests for services such as transferring their balance to new accounts due to customer loosing device, access to old accounts. Tracked customer service cases and updated service customer information. Instructed customer with soft troubleshooting in case they were having account issues due to their devices.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Assisted customers in navigating company website and placing online orders, improving overall user experience. Educated customers about billing, payment processing and support policies and procedures Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Answered constant flow of customer calls with minimal wait times.
2022-08 – 2023-09 Customer Service Representative Bilingual (Remote) Majorel – Monterrey, NL
Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions. Met all call quality standards and daily quotas for first-call resolution.
Responded proactively and positively to rapid change. Promptly responded to inquiries and requests from prospective customers. Responded to customer requests, offering excellent support and tailored recommendations to address needs. Managed highvolume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers. Provided excellent customer care by responding to requests, assisting with reservation issues,complaints,refunds, also client assistance. Recommended, selected and helped locate guest if their reservations were cancelled due to reservation issues. Educated customers about billing, payment processing and support policies and procedures.
2018-04 – 2022-06 Cash Management Coordinator
Concepto Deportivo Mitras S.A.de C.V. Monterrey, NL
Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Established internal audit procedures to validate and improve accuracy of financial reporting. Customer service and resolution of doubts, problems and incidents during the purchasing process.
Supervise cashiers to ensure excellent customer service and quick, efficient processing of sales. Collaboration in collection and cash balance functions.
Coordination and supervision of a team of 28 people. Selection, hiring of new employees and supervision of their correct incorporation into the team.
Carrying out balances and cash counts at the end of each shift. Processing of transactions with different payment methods. Compliance with company policies and standards for cash operations. Delivery of daily reports to the immediate boss and shift reports to the room manager on duty. Also multifuncional position to work for other departaments as Kitchen,security guard,hostess,runner,cashier, waitress ando parking attendant.
2016-02 – 2018-04 Quality Analyst
BBVA Seguros - Monterrey, NL
Created and revised procedures, checklists and job aids to reduce errors.
Recommended changes and corrections to our sales representative performance and usability. Evaluated function, performance and design compliance of every product against design standards and customer needs. Participated in departmental meetings to establish short- and long-term strategy.
Administered internal quality audits and assessed results to inform corrective action measures. Defined and implemented quality initiatives to reduce risk. Consulted manuals and process documents to investigate malfunctions.
Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Analyzed quality and performance data to support operational decision-making.
2004-06 – 2006-09 Cashier Assistant
Blue Planet Car Wash – Dallas, Tx
Processed refunds and exchanges in accordance with company policy.
Assisted with restocking shelves and inventory management to keep the store well-stocked and appealing to customers. Demonstrated flexibility by working various shifts including weekends, holidays or evenings when required. Met customer needs through polite, friendly and attentive service.
Operated cash register to record transactions accurately and efficiently.
Addressed and resolved complaints quickly to maintain customer satisfaction.
Reduced wait times for customers by quickly processing transactions and maintaining an organized work area.
Learned duties for various positions and provided backup at key times.
Supported store operations by assisting with tasks such as cleaning spills, organizing displays. Conducted inventory counts by adding each item in stock and documenting in computer system.
Worked with other associates to support cashiers and management needs.
Utilized strong communication skills in both one-on-one interactions with customers and in group settings with coworkers. Trained new cashier team members in customer service and money handling processes. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Handled closing of store, and handled deposits directly to bank for corporation account daily. Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits. Monitored sales transactions for accuracy, upholding company policies regarding discounts, returns, and exchanges.
2000-05 – 2001-10 Audit Analyst
First Horizon Home Loan Corporation Dallas, Tx
Conducted regular follow-up audits to monitor progress on corrective actions taken in response to previous findings.
Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
Compiled general ledger entries on short schedule with 100% accuracy.
Performed observations and evaluated supporting documents to supplement audit findings. Increased operational efficiency through continuous evaluation of business processes for alignment with best practices. Verification of compliance with the policies and procedures established by the company.
Proposal of recommendations for the mitigation of the observed findings.
Identification of existing problems and risks in the audited areas. Identification and documentation of key company processes. Consolidation and management of the insured portfolio.
1996-09 – 1999-08 Cashier Team Lead
Jerry s Supermarket Basket Dallas, Tx
Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Helped customers complete purchases, locate items, and join reward programs.
Operated cash register to record transactions accurately and efficiently. Performed cash, card and check transactions to complete customer purchases. Responded promptly to requests for assistance, spills and customer inquiries. Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Stocked, tagged and displayed merchandise as required. Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift. Worked closely with shift manager to solve problems and handle customer concerns. Processed refunds and exchanges in accordance with company policy. Operated cash register for cash, check, and credit card transactions with excellent accuracy levels. Mentored new employees on cashier duties and best practices, improving overall staff performance.
Worked with floor team and managers to meet wide range of customer needs.
Professional Success:
Employee of the Month February 2020 Foliatti Mitras, direct mention for my innovation and Management capacity. In a few months of working I obtained two diffrent job positions. I am a person who likes to improve myself in a short time.
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