Shakira Cortes
Middletown,NY
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to maintaining security and safety as well as creating positive customer experiences.
Overview
7
7
years of professional experience
1
1
Certification
Skills
- Strong Work Ethic
- Fast Learner
- Attention to Detail
- Service Quality
- Emergency Response
- Organization and Time Management
- Dependable and Responsible
- Adaptable under pressure
Languages
English
Native/ Bilingual
Spanish
Limited
Certification
- First Aid/CPR Certified
- Lifeguard Certified
Work History
Dispatcher
Town of Wallkill Police Department
05.2025 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with officers and personnel to coordinate timely arrival to emergencies.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Merchandise Associate
American Eagle Outfitters, Inc
09.2024 - Current
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Answered customer questions regarding store merchandise, department information, and pricing.
Airport Customer Service Agent
Trego-Dugan Aviation
New Windsor, NY
06.2022 - 03.2024
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Shift Leader
Dunkin' Donuts
Middletown, NY
09.2021 - 12.2023
- Ensure customer service satisfactory and compliance
- Worked well with teammates and accepted coaching from management team.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Trained new team members on procedures, customer service, and sales techniques.
- Reviewed time sheets for accuracy before submitting them for payroll processing.
Lifeguard
Legoland New York Resort
Goshen, NY
05.2022 - 09.2022
- Learned and maintained proficiency in first responder skills such as First Aid and CPR/AED to offer individuals in distress optimal support.
- Provided friendly customer service to guests and addressed concerns.
- Monitored safety of guests in and around swimming pool.
- Attentively monitored swimmers to identify distress.
- Performed weekly test in pool to maintain emergency responding skills.
Lifeguard
American Pools
08.2018 - 09.2021
- Maintained order and cleanliness at swimming pool and surrounding areas to uphold hygiene standards.
- Monitored safety of guests in and around swimming pool.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR/AED to offer individuals in distress optimal support.
Education
High school diploma -
Middletown High School
06.2020
Some College (No Degree) - Criminal Justice
The College of Saint Rose
Timeline
Dispatcher
Town of Wallkill Police Department
05.2025 - Current
Merchandise Associate
American Eagle Outfitters, Inc
09.2024 - Current
Airport Customer Service Agent
Trego-Dugan Aviation
06.2022 - 03.2024
Lifeguard
Legoland New York Resort
05.2022 - 09.2022
Shift Leader
Dunkin' Donuts
09.2021 - 12.2023
Lifeguard
American Pools
08.2018 - 09.2021
High school diploma -
Middletown High School
Some College (No Degree) - Criminal Justice
The College of Saint Rose
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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