Abel Ledezma
Colton,CA
Summary
Reliable Manager and team member demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
8
8
years of professional experience
Work History
Bilingual Call Center Agent
Foundation For California Community Colleges
04.2022 - 12.2023
- Handled inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner.
- Determined eligibility by comparing client information against established requirements.
- Performed research using available resources.
- Multitasked and remained calm under pressure, especially during peak hours or difficult calls; de-escalated situations as needed.
- Escalated priority issues, conducted thorough follow-ups on complex matters and provided detailed reports to management.
- Participated in helpful team training to assist some of our peers.
- Call Shadowed to train incoming candidates.
- Communicated solutions to our team and leadership that helped our clients with issues they were typically running into.
In N Out Burger Manager
In N Out Burger
10.2018 - 03.2022
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and helped hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored staff performance and addressed issues.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Conducted quality, timely performance feedback and performance appraisals.
- Maintained adequate staffing to meet objectives within budget.
- I would help the store manager interview, I would give “first” interviews and my store manager would conduct the final interview.
- I would always asses the store constantly and made sure our store was operating properly for ultimate customer satisfaction and provide a safe team-building environment for my Associates/team.
- I constantly updated the inventory and made sure I had enough product for the upcoming shifts.
In N Out Associate
In N Out Burger
08.2015 - 10.2018
- Supported management team to facilitate task completion and meet performance goals.
- Followed cleaning and sanitation guidelines to meet health and OSHA requirements.
- Answered customer questions and provided store information.
- Identified support issues and initiated appropriate action to resolve problems.
- Trained and mentored new associates on receiving, picking and packing functions and reported progress to supervisor.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Built and maintained relationships with peers and upper management to drive team success.
- Trained new team members in cash register operation, stock procedures and customer services.
Education
High School Diploma -
Grand Terrace High School At The Ray Abril Jr. Edal Complex
Grand Terrace, CA06.2015
Skills
- Staff development
- Management
- Training and Development
- Organization
- Leadership
- Excellent communication skills with focus on team-building and customer relations
- Problem solving
- Decision-making
- Customer Service
- Technical Work
- Data Entry
Languages
Spanish
Full Professional
English
Native or Bilingual
Timeline
Bilingual Call Center Agent
Foundation For California Community Colleges
04.2022 - 12.2023
In N Out Burger Manager
In N Out Burger
10.2018 - 03.2022
In N Out Associate
In N Out Burger
08.2015 - 10.2018
High School Diploma -
Grand Terrace High School At The Ray Abril Jr. Edal Complex