Ashley Fuentes Franco
Lake Forest ,CA
Summary
Dynamic customer service representative skilled in problem resolution, relationship building, and active listening. Proven track record in enhancing customer satisfaction and efficiently managing high-stress situations.
Detail-oriented customer service professional with extensive experience in conflict resolution and multitasking. Successfully managed escalated issues and improved service response times, contributing to increased customer loyalty and satisfaction.
Resourceful and adaptable individual with hands-on experience in customer service and team management. Known for developing strong relationships and training staff to uphold high service standards, driving exceptional guest experiences.
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.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Cypress Premium Funding
Laguna Hills, CA
08.2024 - 03.2026
- Resolved customer inquiries efficiently through phone and email communication.
- Processed finance claims accurately, ensuring compliance with company standards.
- Developed strong knowledge of funding products to assist clients effectively.
- Collaborated with team members to improve service response times and quality.
- Documented customer interactions in CRM system for accurate record-keeping.
- Handled escalated issues with professionalism, enhancing customer satisfaction levels.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Managed front desk operations, greeting visitors and directing them to appropriate departments.
- Maintained scheduling and appointment management for staff and clients efficiently.
- Handled incoming calls, providing information and resolving inquiries promptly.
- Processed mail and packages, ensuring timely distribution to relevant personnel.
- Assisted in maintaining office supplies inventory, coordinating reorders as needed.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Managed Approximately 60 incoming calls, emails and faxes per day from Customers and Agents.
Manager/Server
Farmer Boys
Laguna Hills, CA
04.2019 - 07.2024
- Supervised and trained team members to enhance service quality and efficiency.
- Managed dining area operations, ensuring exceptional guest experiences and timely service.
- Coordinated with kitchen staff to optimize food preparation and delivery processes.
- Implemented training programs for new hires, fostering a cohesive team environment.
- Streamlined workflow procedures to reduce wait times and improve customer satisfaction.
- Resolved customer complaints promptly, maintaining high standards of service excellence.
- Developed daily staff schedules to ensure adequate coverage during peak hours.
- Conducted regular inventory assessments to manage supplies effectively and reduce waste.
- Maintained a clean, safe, and welcoming environment through regular monitoring of dining areas and server stations.
- Increased restaurant revenue by upselling menu items and promoting daily specials.
- Monitored staff performance regularly, providing constructive feedback for continuous improvement in their roles as servers.
- Trained new servers to uphold company standards in customer service, food handling, and overall professionalism.
- Trained staff members on use of POS system.
- Resolved guest complaints, addressing issues promptly to foster a positive dining experience.
- Handled high-pressure situations with poise, ensuring a positive experience for both staff and customers.
- Modeled strategies to wait staff for delivering exceptional and friendly service to every guest, every time.
- Provided support to management in the development and implementation of new policies and procedures, ensuring consistency in service standards across the team.
- Closed out cash drawer at end of each shift, reconciling totals and resolving discrepancies to maintain financial accuracy.
- Contributed to the restaurant''s reputation for exceptional service by consistently receiving positive reviews from satisfied guests.
- Facilitated smooth transitions between shifts by clearly communicating pertinent information to incoming staff members.
- Boosted team morale through recognition of outstanding performance, fostering a supportive work environment.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Collaborated with kitchen staff to ensure timely delivery of orders while maintaining food quality standards.
- Trained new staff on restaurant operations and policies to strengthen performance.
- Managed food resources, memorized orders, and coordinated customer service.
- Stayed up-to-date on menu changes to help customers make food choices.
- Cultivated warm relationships with regular customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Oversaw daily kitchen operations, ensuring compliance with health and safety regulations.
- Streamlined inventory management processes to reduce waste and improve supply efficiency.
- Trained and mentored staff in food preparation techniques and kitchen best practices.
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Checked and tested foods to verify quality and temperature.
Education
High School Diploma -
Silverado High School
Mission Viejo, CA06.2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Conflict resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Order processing
- Documentation
- Administrative support
- Staff training
- Safe food handling
- Multitasking skills
- Cash handling
- Training employees
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Cypress Premium Funding
08.2024 - 03.2026
Manager/Server
Farmer Boys
04.2019 - 07.2024
High School Diploma -
Silverado High School