Alejandra Orozco Pinheiro
Publix
Fort Myers,Florida
1
Language
5
years of professional experience
Dynamic Customer Service Team Leader with a proven track record at Publix, excelling in team management and customer satisfaction. Skilled in training associates and optimizing operations, I enhanced service delivery and reduced turnover through effective coaching. Committed to fostering a positive environment while ensuring accurate money handling and efficient order management.
Work History
Customer Service Team Leader
11 Months- Led front-end associates to maintain efficient checkout, bagging, and service desk operations.
- Trained new team members on customer service standards, register procedures, and store policies.
- Monitored cashier accuracy, cash handling, and transaction consistency throughout shifts.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service associates in providing quality service to customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Developed efficient schedules, optimizing team resources to meet fluctuating demand.
- Supported associate development through coaching, feedback, and performance follow-up.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Led by example through consistently maintaining excellent performance standards.
- Evaluated customer service staff performance and provided constructive feedback.
- Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
- Attracted potential customers by answering Product or service questions and suggesting information about other products and services.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
Customer Service Staff
1 Year 10 Months- Processed register transactions accurately while handling cash, cards, and returns.
- Reconciled daily cash receipts, POS reports, and safe/vault contents averaging $7,000 with 99.9% till accuracy.
- Prepared daily bank deposits and managed store change orders while tracking and resolving cash over/short variances.
- Conducted monthly cash office self-audits and maintained strict adherence to loss-prevention and accounting controls.
- Managed store sale reports including total daily income, till reports, and money service reports.
- Resolved routine customer concerns with prompt, courteous service and clear communication.
- Experienced in handling money service transactions and familiar with money transferring laws and restrictions.
- Followed store procedures for cash handling, safety, and loss prevention.
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Utilized extensive product knowledge to guide customers in making informed purchasing decisions, resulting in increased satisfaction and repeat business.
- Retained customers through exceptional problem-solving skills, demonstrating genuine care for their concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
Cashier
1 Year 3 Months- Processed cash, credit, debit, and EBT transactions accurately at point of sale.
- Greeted customers and provided friendly service throughout checkout process.
- Scanned items efficiently while verifying prices, coupons, and promotions.
- Bagged groceries carefully to protect fragile items and maintain order.
- Communicated with teammates to keep lanes open and reduce wait times.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Deli Associate
1 Year 5 Months- Prepared deli meats, cheeses, and sliced products using store equipment and food safety standards.
- Assembled customer orders accurately while providing prompt service at deli counter.
- Maintained clean workstations, sanitized tools, and followed strict food handling procedures.
- Stocked display cases, rotated inventory, and removed expired products to support freshness.
Education
High School Diploma
Skills
Customer satisfaction
Interdepartmental communication
Training materials
Order management
Money handling
Team management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Team Leader
Publix
12.2025 - CurrentRead More
Customer Service Staff
Publix
02.2024 - 12.2025Read More
Cashier
Publix
11.2022 - 02.2024Read More
Deli Associate
Publix
06.2021 - 11.2022Read More
Cypress Lake High School
High School Diploma
Read More