ANGELICA SERNA
Costumer service
Frisco,TX
Summary
Dynamic leader and team collaborator with a proven track record at Avianca Airlines Holding, enhancing customer service standards and boosting team morale. Expert in multitasking, organization, and foreign language proficiency, with a knack for fostering positive guest interactions and efficiently managing customer feedback. Achieved significant improvements in employee performance and customer satisfaction. Efficient Server known for productivity and ability to complete tasks swiftly. Specialize in customer service, time management, and conflict resolution, ensuring smooth dining experiences. Excel in communication, adaptability, and teamwork, leveraging these skills to meet diverse customer needs and maintain high satisfaction levels.
Overview
14
14
years of professional experience
Work History
Server
Cantina Laredo
FRISCO, TX
03.2023 - Current
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Provided excellent customer service to ensure satisfaction.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
Ensurance Agent
American Income Life Insurance Company
Frisco, TX
01.2024 - 01.2025
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Facilitated continuing service by processing changes in beneficiaries and analyzing policy loan applications.
- Responded to customer inquiries and problems to promote great service.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Educated customers on the importance of maintaining adequate insurance coverage.
Childrens Psychologist Assistant
Liz Gallo
Rionegro
01.2022 - 09.2024
- Treated patients using psychological therapies.
- Met with patients and provided diagnoses and consultations.
- Wrote comprehensive goals and patient treatment plans.
- Built rapport and guided discussion with patients using therapeutic communication techniques.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Supervisor Flight Attendant
Avianca Airlines Holding
Bogota, Colombia
10.2010 - 01.2023
- Created new strategies for improving customer service standards within the organization.
- Directed and supervised team of 15 employees in daily operations.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Trained new employees on company policies and procedures.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Monitored cabin environment throughout flight, checking seatbelts and ensuring passenger comfort.
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
Education
Pregrado - Psychology
Fundación Universitaria Católica Del Norte
Rionegro, Colombia05-2022
High School Diploma -
Institución Educativa Cristo Rey
Dosquebradas, Colombia12-2002
Skills
- Team member support
- Dining customer service
- Exceptional customer service
- Positive and professional
- Team collaboration
- Multitasking and organization
- Foreign language proficiency
- Customer service
- Customer feedback management
- Task prioritization
- Positive guest interactions
- Shift management
Websites
Languages
English
Professional
Spanish
Native/ Bilingual
Portuguese
Elementary
Timeline
Ensurance Agent
American Income Life Insurance Company
01.2024 - 01.2025
Server
Cantina Laredo
03.2023 - Current
Childrens Psychologist Assistant
Liz Gallo
01.2022 - 09.2024
Supervisor Flight Attendant
Avianca Airlines Holding
10.2010 - 01.2023
Pregrado - Psychology
Fundación Universitaria Católica Del Norte
High School Diploma -
Institución Educativa Cristo Rey
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