Antonio Cortez
Grand Prairie
Summary
Dynamic customer service professional with a proven track record at Cinemark Theaters, excelling in conflict resolution and client relations. Recognized for enhancing guest experiences and consistently exceeding performance metrics. Skilled in data entry and critical thinking, I foster collaborative environments and implement process improvements to drive customer satisfaction.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Cinemark Theaters
07.2022 - Current
- Delivered exceptional customer service to enhance guest experiences.
- Resolved customer inquiries and concerns promptly to ensure satisfaction.
- Trained new staff on service protocols and operational procedures.
- Managed ticket sales and concessions efficiently during peak hours.
- Collaborated with team members to maintain a positive work environment.
- Analyzed feedback to identify trends and improve service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Assistant Manager
Cinemark Theaters
06.2016 - 07.2023
- Led daily operations to ensure optimal guest experience and operational efficiency.
- Trained and mentored staff, fostering a collaborative and high-performance team environment.
- Implemented process improvements that enhanced service delivery and reduced wait times.
- Managed inventory control systems, ensuring accurate stock levels and timely replenishment.
- Conducted regular performance evaluations, providing constructive feedback to team members.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Sales Associate
JOANN Fabrics and Crafts
04.2020 - 02.2022
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Assisted customers in product selection, demonstrating extensive knowledge of fabrics and crafting tools.
- Maintained organized sales floor, ensuring product displays were visually appealing and well-stocked.
- Trained new associates on store policies, cash register operations, and inventory management procedures.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Education
High School Diploma -
Lake Ridge High School
Mansfield, TXNo Degree -
Tarrant County College TX
Arlington, TXNo Degree - Converged Broadcast Media
University of North Texas
Denton, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Conflict resolution
- Client relations
- Documentation
Timeline
Customer Service Representative
Cinemark Theaters
07.2022 - Current
Sales Associate
JOANN Fabrics and Crafts
04.2020 - 02.2022
Assistant Manager
Cinemark Theaters
06.2016 - 07.2023
High School Diploma -
Lake Ridge High School
No Degree -
Tarrant County College TX
No Degree - Converged Broadcast Media
University of North Texas
3 Time Agent of the Month
Over the course of 2 years, I was able to successfully improve to the point of recognition from upper management. This award is not only associated with customer service but across the outbound team at Cinemark making it far more difficult to achieve as there are several people across different departments.