Summary
Overview
Work History
Education
Skills
Timeline
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Bryan Cortes

Miami,FL

Summary

Adept at boosting customer satisfaction and streamlining operations, I leveraged my expertise in customer relationship management and operations management at McDonald's to enhance service quality and operational efficiency. My proactive approach in staff training and development led to significant improvements in team performance, contributing to a noticeable increase in repeat business.

Overview

2
2
years of professional experience

Work History

Manager's Assistant

McDonald's
01.2023 - Current
  • Responded to and directed incoming calls and other communication.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Managed filing system, entered data and completed other clerical tasks.
  • Attended monthly sales meetings and reported pertinent information to employees.
  • Resolved basic computer and office equipment issues through troubleshooting.
  • Scheduled meetings and managed calendar.
  • Ran errands to support daily needs of management.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Generated repeat business through exceptional customer service.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Established administrative work procedures to track staff's daily tasks.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.

Customer Representative

Shell Gas Station
11.2022 - 12.2023
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
  • Contributed to the development of departmental strategies aimed at enhancing the overall customer experience.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Created and maintained detailed database to develop promotional sales.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Implemented and developed customer service training processes.
  • Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
  • Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
  • Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
  • Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
  • Participated in ongoing professional development opportunities to stay current on best practices and industry trends.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Cultivated lasting relationships with clients by providing personalized solutions to their needs and concerns.
  • Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Trained new employees on company policies and procedures, ensuring consistent delivery of high-quality customer support.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
  • Streamlined communication channels for improved customer service response times and overall efficiency.
  • Increased repeat business through exceptional service, building trust and loyalty among clients.
  • Assisted customers in navigating company website features, leading to increased online sales conversions.
  • Responded to customer requests for products, services, and company information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Bachelor Of General Studies - Public Administration

Raúl Cervantes
Ciego De Ávila, Cuba
01.2019

Skills

  • Office administration
  • Decision-making support
  • Basic computer support
  • File management
  • Spreadsheet tracking
  • Expense tracking
  • Employee relations
  • Social media management
  • Schedule oversight
  • Travel arrangements
  • Training coordination
  • Procurement support
  • Customer relations
  • Document preparation
  • Office equipment troubleshooting
  • Records management
  • Calendar management
  • Filing system management
  • Clerical support
  • Business correspondence
  • Meeting scheduling
  • Technical troubleshooting
  • Report generation
  • Supply restocking
  • Maintaining confidentiality
  • Multi-line telephone system operation
  • Call handling
  • Employee communication
  • Spreadsheet documentation
  • Hospitality and accommodation
  • Customer service
  • Money handling
  • Staff training and development
  • Staff supervision
  • Customer relationship management (CRM)
  • Sales strategies
  • Staff development
  • Staff management
  • Financial management
  • Retail operations
  • Customer rapport
  • Team motivation
  • Business development
  • Retail operations management
  • Succession planning
  • Performance reviewing
  • Consulting
  • Orientation and training
  • Employee performance evaluations
  • Project management abilities
  • Strategic planning
  • Task delegation
  • Contract management
  • Sales reporting
  • Sales growth
  • Employee scheduling
  • Inventory management
  • Recruiting and interviewing
  • Project management
  • Google drive
  • Cost reduction
  • Promotional planning
  • Business administration
  • Workload management
  • Operations management
  • Employee performance evaluation
  • Meeting facilitation

Timeline

Manager's Assistant

McDonald's
01.2023 - Current

Customer Representative

Shell Gas Station
11.2022 - 12.2023

Bachelor Of General Studies - Public Administration

Raúl Cervantes

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