- Adventure Travel
- Music
- Learning new cooking techniques and expanding my culinary skills
- Interior Design
- Astrology
- Photography
- Business
- Math
- Writing
- Socializing
Alexus Goncalo
Miami,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Residential Counselor
Stevens Treatment Programs
01.2025 - Current
- Reduced behavioral incidents by employing de-escalation techniques and maintaining a calm environment.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Promoted independent living skills through coaching residents in daily tasks such as meal preparation, hygiene, and budgeting.
- Developed strong rapport with residents through empathetic listening and compassionate communication strategies.
- Managed crisis situations effectively, ensuring the safety of all residents while adhering to established protocols.
- Conducted regular check-ins with residents to monitor progress, address concerns, and provide ongoing support.
- Communicated behavior choices to residents by outlining positive and negative consequences of choices.
Overnight Residential Counselor
Justice Resource Institute
02.2024 - 03.2025
- Assisted residents with daily living activities, promoting independence and selfsufficiency.
- Fostered an atmosphere of inclusivity and respect among residents, fostering positive relationships and a sense of community.
- Maintained a safe and clean residential environment for optimal client comfort and satisfaction.
- Conducted regular room checks to maintain safety standards and address any immediate concerns promptly.
- Collaborated with daytime staff to ensure seamless transitions in care, fostering continuity of support.
- Documented nightly observations accurately, contributing valuable information for improved case management decisions.
- Facilitated group activities during evening hours, encouraging social interaction among residents while promoting life skills development.
- Providing emotional support to clients experiencing distress or difficulty sleeping, helping them achieve restful slumber through calming techniques.
- Enhanced client well-being by providing compassionate and attentive overnight care.
Overnight Stocker
Whole Foods Market Inc
12.2022 - 11.2023
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Consistently met or exceeded established stocking goals while maintaining accuracy in product placement throughout the store.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for the following day''s operation.
- Provided excellent customer service when encountering early morning shoppers, answering questions, and offering assistance as needed.
- Received, sorted and processed incoming stock and materials to prepare the stock for storage or shipment.
- Swept, dusted and mopped floor to perform regular cleaning and comply with sanitation standards.
- Met daily quota of 55 units every 2 min
Delivery Driver
DoorDash, Shipt and Instacart
06.2022 - 09.2023
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
- Completed a combined amount of 3000+ orders between all three platforms
Customer Service Associate
At Home
03.2021 - 05.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Met daily quota of 2 credit card applications and 3 membership sign ups
Cashier
The Home Depot Inc
07.2020 - 02.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Met daily quota of 1 credit card application and 5 membership sign ups
Skills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Complex Problem-solving
- Assertiveness
- Work prioritization
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Organization and time management
- Proper Documentation
Certification
- Adult and Pediatric First Aid/CPR/AED
- Mandated Reporter
- Safety Care Training
Interests
Location Relocation
- Currently in the process of relocating to Miami, Florida and looking for new employment opportunities
Timeline
Residential Counselor
Stevens Treatment Programs
01.2025 - Current
Overnight Residential Counselor
Justice Resource Institute
02.2024 - 03.2025
Overnight Stocker
Whole Foods Market Inc
12.2022 - 11.2023
Delivery Driver
DoorDash, Shipt and Instacart
06.2022 - 09.2023
Customer Service Associate
At Home
03.2021 - 05.2022
Cashier
The Home Depot Inc
07.2020 - 02.2021