Alicia Azhocar
San Diego,CA
Summary
Positive, upbeat Customer service specialist brings more than 8 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. I am open to education & training for exciting new positions. Years of working with people has resulted in high compliments on service and personality from customers and supervisors alike.Education and training for exciting new positions is welcomed.
Experience in customer service in different positions has taught how to manage a diverse group of people in both English and Spanish. Patience, understanding, and respect for all cultures and backgrounds have been learned. Additionally, how to motivate and inspire a team to provide excellent customer service has been mastered.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Waitress
Hanna's Gourmet
San Diego, CA
06.2015 - Current
- Maintained accuracy while handling payments, giving change and printing receipts to customers
- Stocked server areas with supplies before, during and after shifts
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times
- Handled food safely and kept spaces clean to protect customers from foodborne illness
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution
- Minimized customer wait times by taking and filling large volume of orders each day.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Used cash registers and credit card machines to cash out customers.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Inspected dishes and utensils for cleanliness.
Customer Service Specialist
Spectrum Community Solutions, Charter Spectrum
10.2020 - 06.2022
- Handled high profile accounts in both fluent Spanish & English with discretion & professionalism
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented conversations with customers to track requests, problems and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Delivered service and support to each customer, paving way for future business opportunities
- Upheld strict quality control policies and procedures during customer interactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Assessed customer account information to determine current issues and potential solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Cultivated positive rapport with customers and drove business development by delivering product knowledge.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Serviced existing accounts on regular basis to maximize revenue.
- Connected customers with services based on individual needs and vendor capabilities.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
Sales Representative
Charter Spectrum
San Diego, CA
07.2019 - 10.2020
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service
- Monitored customer order process and addressed customer issues
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
- Fostered relationships with customers to expand customer base and retain business
- Improved overall customer purchasing experiences to promote steady revenue
- Followed-up with clients after installations to assess quality service and customer satisfaction
- Prepared and processed contracts and order forms for new and existing customers
- Created and implemented store displays, promoting sales and growth
- Developed customized sales techniques to successfully sell and up sell services to new and existing clients
- Developed key customer relationships to increase sales
- Improved profitability and developed pipeline using multiple marketing channels and sales strategies.
Bartender
Casa Sol Y Mar, Del Mar Highlands Town Center
San Diego, CA
05.2016 - 05.2019
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Obtained cash bank and stocked service bar to prepare for operation.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Upheld strict regulations for safe alcohol service and food safety.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
Education
Food Handlers license -
Online Food Handlers
01.2023
Alcohol license -
Online
01.2023
High School Diploma -
Sweetwater High School
National City, CA08.2010
Skills
- Data Entry
- Fluent Bilingual (Spanish)
- Call Center Operations
- Inbound and Outbound Calling
- Handling Highly Sensitive Customer Information
- Handling Highly Sensitive Company Information
- 100% Customer Survey Satisfaction held consecutively
- Food Preparation and Safety
- Food Safety Oversight
- Safety and Sanitation
- Billing and Payment Processing
Certification
Food and alcohol handlers card
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Specialist
Spectrum Community Solutions, Charter Spectrum
10.2020 - 06.2022
Sales Representative
Charter Spectrum
07.2019 - 10.2020
Bartender
Casa Sol Y Mar, Del Mar Highlands Town Center
05.2016 - 05.2019
Waitress
Hanna's Gourmet
06.2015 - Current
Food Handlers license -
Online Food Handlers
Alcohol license -
Online
High School Diploma -
Sweetwater High School