Karen Villafan
San Pablo,CA
Summary
Responsible and friendly customer service representative able to make customers feel welcome, listen to needs and promote positive communication skills with practiced care and attention to individual needs. Focused, hardworking and punctual with excellent interpersonal and organizational skills.
Overview
12
12
years of professional experience
Work History
Boutique Manager
Milk And Lily Portrait Co
Walnut Creek, CA
07.2021 - Current
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
- Oversaw merchandising strategies to effectively showcase baby clothing products with eye-catching displays.
- Increased customer engagement through social media.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Curated and segmented editorial content to increase engagement and channel growth.
- Oversaw preparation of marketing copy, images, videos, emails and other collateral.
- Met deadlines, exceeding expectations and effectively rolling out email campaigns.
Customer Success Representative
Synapsefi
San Francisco, CA
12.2019 - 06.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Matrix Aviation
07.2019 - 12.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Escalated customer concerns, airline issues and inventory requirements to supervisors.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Assisted 150+ customers per day, greeting with upbeat attitude and positive communication skills. I like to personalize my customer service by bringing stickers for the younger passengers.
- Upheld privacy and security requirements established by US Homeland Security regulatory agencies.
- Ranked as most effective in taking initiative to organize work space out of 10 representatives.
- Referred guests to local restaurants and recommended attractions in area.
- Sold, printed and issued flight tickets to customers following all applicable guidelines.
- Printed itineraries and tickets for average of 150+ passengers a day.
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Checked tickets and identifying paperwork for verification of individual identities.
- Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats.
- Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Monitored reservations to track incoming parties and special events.
- Maintained smooth operations by correctly assigning seats on the aircraft and coordinating efficient guest check-ins.
Front Office Cashier
City Of Richmond Ca
Richmond, CA
04.2014 - 12.2019
- Answered phone calls to assist customers with questions and concerning the pool facility
- Applied conversational Spanish abilities to connect with individuals and better serve individual needs.
- Cross-trained in lifeguards and cashier roles in order to provide skilled backup for team members.
- Accurately handled over $1500 of payments daily in cash payments for pool usage.
- Counted product stock to maintain inventory records.
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
- Welcomed customers, offering assistance to help find necessary pool programs to work around their busy schedules
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Arranged updated promotional displays every season
- Resolved issues regarding customer complaints
- Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Arranged special accommodations for guests to maintain optimal satisfaction
- Maintained clean and presentable reception area to maintain professional business reputation.
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to aquatics coordinator on daily basis.
- Secured guest valuables in main safe or individual boxes.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Initiated cleaning and upkeep of office.
Barista
Starbucks
Point Richmond, CA
04.2018 - 04.2019
- Prepared more than 200+ drinks per shift with high accuracy and consistently strong customer satisfaction.
- Prepared and served hot and cold beverages such as coffee, espresso drinks, blended coffees and teas.
- Provided customers with product details such as coffee blends and preparation descriptions.
- Educated customers on beverage menu items and provided samples of daily brews.
- Described menu items to customers and suggested products based on stated preferences.
- Listened to customer desires and needs to recommend optimal products.
- Enthusiastically engaged customers during busy periods to keep mood light and fun.
- Greeted guests with pleasant smile and superior customer service.
- Organized service and seating areas.
- Resolved customer disputes with tact and professionalism.
- Cleaned and sanitized work areas, utensils and equipment.
- Greeted over 200+ customers daily, answered questions and recommended drinks and pastries.
Teacher Assistant
Viva El Espanol
Greenbrea
02.2016 - 12.2016
- Modeled and taught basic and advanced bilingual skills, conflict management techniques and study approaches to students in Spanish
- Prepared bulletin boards, classroom materials and individual student portfolios to support teacher plans.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Collaborated with teacher to devise and implement developmentally appropriate lessons aligning with program philosophy and mission.
- Organized and distributed learning materials like homework, textbooks and classroom supplies.
- Straightened classroom, placing books back on shelves and [Task] to keep areas well-maintained and organized.
- Prepared lesson materials and visual aids to reinforce lesson concepts.
- Managed daily attendance and reported absences and tardies to teacher for parental notification.
- Assisted teachers with lesson preparation and curriculum implementation.
- Used art, math, science exercises and repetition to assist students in learning foundational educational concepts to become bilingual
Hostess
Boca Pizzeria
Corte Madera, CA
12.2015 - 06.2016
- Greeted guests entering restaurant and gathered information to seat groups or place on waitlist, distributing pagers to waiting guests.
- Enhanced guests' experiences by fulfilling special requests during visits.
- Answered customer questions about hours, seating, current wait time and other information.
- Discussed menu items and dietary concerns, noted special requests and suggested appetizers or other additional items to meet upsell goals.
- Recommended daily specials, wine selections and desserts to guide patrons toward more profitable items.
- Assisted in preparing for special functions and banquets by setting up and taking down tables and chairs and decorating.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Cleaned and restocked front counter areas, got change for register and checked server supplies.
Sales Associate
Gymboree
Novato, CA
07.2014 - 08.2015
- Assisted customers by finding needed clothing items and checking inventory for items at other locations.
- Collaborated with fellow sales team members to achieve group targets.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Sales Associate
Janie And Jack
Corte Madera, CA
01.2012 - 04.2013
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers by finding needed clothiong items and checking inventory for items at other locations.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Kept apprised of emerging trends and provided informative customer service to assist in product selection.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application.
- Collaborated with fellow sales team members to achieve group targets.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
Education
Associate of Science -
Diablo Valley College
Pleasant Hill, CA05.2018
High School Diploma -
Redwood High School
Larkspur, CA06.2012
Skills
- Cash handling accuracy
- Verbal/written communication
- Customer- and service-oriented
- POS system operation
- Business Growth Initiatives
- Relationship building
- Problem-Solving
Timeline
Boutique Manager
Milk And Lily Portrait Co
07.2021 - Current
Customer Success Representative
Synapsefi
12.2019 - 06.2020
Customer Service Representative
Matrix Aviation
07.2019 - 12.2019
Barista
Starbucks
04.2018 - 04.2019
Teacher Assistant
Viva El Espanol
02.2016 - 12.2016
Hostess
Boca Pizzeria
12.2015 - 06.2016
Sales Associate
Gymboree
07.2014 - 08.2015
Front Office Cashier
City Of Richmond Ca
04.2014 - 12.2019
Sales Associate
Janie And Jack
01.2012 - 04.2013
Associate of Science -
Diablo Valley College
High School Diploma -
Redwood High School