Angelica Ruiz
Tucson,US
Summary
Dedicated and organized professional with outstanding relationship-building and problem solving skill. Driven to exceed expectations and operate effectively in high-pressure environments. Highly motivated individual with desire to take on new challenges. Adapt at working unsupervised and quickly mastering skills. Customer service skills, multitasking. Devoted to giving every customer a positive and memorable experience.
Overview
12
12
years of professional experience
Work History
Assistant General Manager
CEC Entertainment
Tucson, Arizona
03.2025 - 11.2025
- Developed strong business relationships with clients to improve overall experience, satisfaction, and retention rates.
- Cashier, Cook, Inventory Sales trainer, hiring and onboarding. Decision making. Workforce trainer.
Fraud Representative
Alorica for Bank of America
Tucson, AZ
04.2024 - 02.2025
- Safeguarded sensitive customer information by adhering to strict confidentiality protocols during investigations.
- Optimized case resolution times by prioritizing high-risk incidents and managing resources effectively.
- Demonstrated expertise in various types of fraud schemes, enabling effective countermeasures for prevention and detection efforts across the organization.
- Improved customer trust through transparent communication regarding potential fraud threats and resolutions.
- Assisted customers in taking appropriate measures to safeguard their accounts following instances of confirmed or suspected fraud events.
- Streamlined case management processes by leveraging data analysis techniques to identify trends in fraudulent activity.
- Reduced fraud incidents by implementing advanced detection tools and strategies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Helped customers with deposits, withdrawals, transactions and opening new accounts.
Sr. Specialist in guest services
Target
Tucson, Arizona
10.2023 - 01.2024
- Established and enforced performance and service standards to maintain a consistent, high-quality environment dedicated to customer satisfaction.
- Orchestrated positive customer experiences at all stages by overseeing every aspect of customer service operations.
- Customer services with payments, orders, lost items, damaged items, refunds and Sales.
Operations Manager
Peter Piper Pizza Inc
Tucson, AZ
10.2022 - 12.2023
- Developed training programs to improve staff performance and adherence to safety protocols.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Problem Solver ambassador
Amazon Fulfillment Center - TUS2
Tucson, AZ
09.2019 - 07.2022
- Completed the work outlined on the repair order with efficiency and accuracy.
- Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Kept meticulous records of what customers wanted and ordered, which helped to boost profits when they returned at a later date.
- Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
- Collaborated with managers to create service improvement plans.
- Established, problem solving with multiple items, damaged, or lost.
Crew Team Member
Peter Piper Pizza Inc
Tucson, AZ
04.2014 - 09.2019
- Provided exceptional customer service during high-volume periods, ensuring guest satisfaction and loyalty.
- Collaborated with team members to streamline order processing, enhancing speed of service and accuracy.
- Monitored food quality and presentation standards, ensuring consistency in product offerings across shifts.
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Maintained a clean and organized workspace, ensuring a positive environment for both staff and customers.
- Operated register to process payments and collect cash payment for order totals.
- Improved customer satisfaction by consistently providing friendly and efficient service.
- Utilized strong communication abilities to relay order details clearly between front-of-house staff and kitchen team members.
- Checked and restocked utensils and condiments in appropriate locations for guests.
- Became familiar with products to answer questions and make suggestions
- Trained new team members on procedures, customer service, and sales techniques.
Education
High School - undefined
San Simon School
San Simon, AZ01.2009
Skills
- Team building
- Relationship development
- Process improvement
- Customer service
- Business operations
- Recruitment
- Workflow planning
- Communications
- Problem resolution
- Organization
- Team management
- Scheduling
- Operational improvement
- More than 16 years of experience with Microsoft office, Excel, outlook, teams, word, google sheets, one note, one drive, share point and planner with a strong ability to solve problems and think critically to resolve customers concerns and challenges
Languages
English and Spanish
Native or Bilingual
Timeline
Assistant General Manager
CEC Entertainment
03.2025 - 11.2025
Fraud Representative
Alorica for Bank of America
04.2024 - 02.2025
Sr. Specialist in guest services
Target
10.2023 - 01.2024
Operations Manager
Peter Piper Pizza Inc
10.2022 - 12.2023
Problem Solver ambassador
Amazon Fulfillment Center - TUS2
09.2019 - 07.2022
Crew Team Member
Peter Piper Pizza Inc
04.2014 - 09.2019
High School - undefined
San Simon School