Andrea Moncada
Summary
Dedicated bilingual professional with experience in customer service, administrative support, and community advocacy across retail, financial, educational, and nonprofit sectors. Known for strong organizational abilities, team leadership, and a compassionate, client-focused approach.
Overview
11
11
years of professional experience
Work History
Front Counter Associate
New York Pizza
04.2024 - Current
- Welcomed customers and offered assistance with questions and order placement.
- Handling inbound phone calls on a dual-line phone system.
- Accurately processed transactions using the point-of-sale (POS) system.
- Kept the front counter, kitchen and lobby clean, organized, and presentable at all times.
- Worked collaboratively with team members to maintain smooth operations during high-traffic periods.
- Developed rapport with regular customers, fostering a sense of loyalty towards the establishment.
Customer Service Representative
Winn-Dixie Stores Inc.
04.2024 - 11.2024
- Resolved customer issues, including applying discounts and coupons, overriding pricing discrepancies, and handling returns and exchanges.
- Oversaw daily safe operations, including twice-daily cash counts, cash drops from eight registers and two self-checkout lanes, and completed accounting reports.
- Supervised front-end staff to maintain smooth customer service during busy periods.
- Processed financial services such as money orders, check cashing, and Western Union transactions, maintaining full compliance with state regulations.
Client Service Professional
H&R Block
12.2014 - 04.2021
- Served as the primary point of contact for clients at a busy tax preparation office, providing excellent front-desk customer service.
- Maintained multiple client databases and managed the digital appointment scheduling system with accuracy and efficiency.
- Provided bilingual support as the sole Spanish-speaking staff member, including supporting tax professionals during appointments with Spanish-speaking clients.
- Ensured client confidentiality by adhering to physical and digital data security protocols.
- Participated in marketing initiatives and client outreach events.
Social Work Intern
Panhandle Area Educational Consortium
01.2016 - 04.2016
- Supported the management of a caseload of migrant families experiencing frequent relocations and educational disruptions across the Florida Panhandle.
- Conducted school visits to monitor students' academic progress and assessed the educational and social needs of Hispanic migrant children.
- Acted as a liaison between migrant families and government or school officials, particularly for families with special needs children or those facing cultural and language barriers.
- Provided English and math tutoring in both individual and group settings to help students stay on pace with grade-level expectations.
- Guided high school students in exploring post-secondary opportunities by sharing information on colleges, trade schools, and scholarships to promote equitable access to higher education.
Education
Bachelor of Social Work -
Florida State University
Tallahassee, FL04-2016
Skills
- Experienced in working with vulnerable populations, including individuals facing mental health challenges, substance use disorders, veteran-related issues, cultural differences and language barriers
- Skilled in client interaction both in-person and over the phone; proficient in utilizing computer technology for daily administrative and customer service tasks
- Proven ability to consistently follow safety procedures and confidentiality protocols
- Strong customer service skills in high-volume, fast-paced environments
- Detail-focused and dependable, with a proven track record of reliability and technical precision
- Strong analytical and resourceful thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Counter Associate
New York Pizza
04.2024 - Current
Customer Service Representative
Winn-Dixie Stores Inc.
04.2024 - 11.2024
Social Work Intern
Panhandle Area Educational Consortium
01.2016 - 04.2016
Client Service Professional
H&R Block
12.2014 - 04.2021
Bachelor of Social Work -
Florida State University
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