Amber De La Fuente

• Handled customer complaints in a professional manner based on glass, edible, and nicotine products.
• Sold various products by explaining unique features and educating customers on proper application or usage for Delta and nicotine products.
• Assisted customers with product selection, sizing and styling.
• Stocked shelves and supplies and organized displays to focus customer attention on specific items around the store.
• Organized stockroom shelves according to size, color and brand styles.
• Maintained up-to-date knowledge of store merchandise and policies.
• Performed cashier duties such as accepting payments, issuing receipts and counting money back change.

• Collected payments and provided accurate change.
• Helped with purchases and signed customers up for rewards program.
• Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
• Maintained organized storage areas for food products, beverages and restaurant supplies.

• Assisted customers' on questions based on subscription website and mobile app service with verbal step by step instructions.
• Responsible for logging into system every scheduled shift time, updating the system as customers create accounts and sign up for membership plans we offer.
• Answered customers' complaints with quick solutions, ensuring customer satisfaction.
• Proficient in video conference platforms such as Zoom and Microsoft Teams.

• Called and notified callers on appointment reschedules for COVID testing.

12/03/20 - NYC Address Change Service

• Assisted customers on changing residence and mailing addresses on Photo ID card or DMV information and registration.

12/08/20 - NYC Registration Suspension Service

• Provided customers to County Court phone numbers, serve days and amounts if needed, reason titles on registration suspensions and causes.

01/09/21 - NYC Vaccine Scheduling Hotline Service
Assisted callers with specific locations, boroughs, and calendar times/dates for first or second dose scheduling to Health and Hospital/Health Department Vaccine Hub.

01/29/21 - NYC 311 Snow Storm Shoveling Assistance Service

• Asked if customer was calling to schedule an Reservations appointment then proceeded with scheduling, cancellation, and reschedules to specific County and reason.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for shipping out their CVS prescriptions scheduled by their healthcare providers or CVS and arranged merchandise pick-up at locations provided.
• Enhanced productivity by staying on top of calls scripts and maintaining control over direction over conversations.
• Educated customers on current promotions and new offerings available under current plan on CVS Caremark

• Responded to customer requests based on account(s) and offered assisted for changes or updates on address, dependents, and account(s)
• Transferred calls to fraud department if caller needed to report an investigation or blocking transactions.
• Evaluated account and service histories to identify problems and concerns from transactions.
• Fielded customer questions regarding available currency, concerns on transactions, and changes from BBVA mobile app.

• Recommended, selected and located merchandise based on customer desires.
• Assisted customers with product selection, sizing and styling.
• Stocked shelves and supplies and organized displays to focus customer attention on specific items.
• Greeted customers to determine wants or needs.
• Increased purchase amounts by cross-selling with similar products.

• Mentored junior team members and managed employee relationships.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Assisted customers in navigating webpages for online purchases or account setup.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Answered incoming customer calls regarding product inquiries, orders based on sports entertainment & cable services, and complaints.

• Explained current promotional information and items to patrons.
• Performed cashier duties such as taking orders, collecting payments and providing change.
• Kept up-to-date knowledge of store policies regarding payments, returns and exchanges.
• Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.

• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Processed returned merchandise by strictly following store return and exchange procedures.
• Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
• Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
• Maintained current knowledge of store promotions to highlight sales to customers.

• Discounted purchases by scanning and redeeming coupons.
• Accepted cash and credit card payments, issued receipts and provided change.
• Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
• Restocked napkins, condiments and utensils at self-service areas during slow periods.
• Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.