Chelsea Montero

• Led and managed a dynamic team of guides at New York City's tallest outdoor deck, ensuring excellent customer service and smooth operations.
• Streamlined team scheduling by developing and editing daily schedules using Excel.
• Oversaw guest experiences, addressing and resolving conflicts with professionalism and tact to ensure high levels of guest satisfaction.
• Fostered a positive and collaborative work environment, providing training and support to new and existing team members.
• Used safety precautions to ensure all guest are in the proper gear to traverse the course safely.
• Guided up to 24 guests per day to the top of the sixth tallest building in New York City.

• Create a positive team environment by motivating staff and acknowledging their accomplishments.
• Scheduled and received beverage and food deliveries number times per timeframe thoroughly checking delivery contents to verify product quantity and quality.
• Trained cafe employees to consistently exceed customers' expectations and provide superior service.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Exercised strong leadership and problem-solving abilities to enhance team efficiency and streamline workflows.

• Greeted clients in person and on the phone in a friendly, inviting manner, ensuring they receive outstanding experience
• Stayed in constant communication with tax professionals to efficiently schedule clients
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Cleaned counters, machines, utensils and seating areas daily.

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• Controlled line and crowd with quick, efficient service.
• Engendered customer loyalty by remembering personal preferences and allergy information.

• Collaborated with other alumni and current staff to create a rubric for evaluation of the program and employees.
• Attended workshops to further my knowledge of the operations in a business, specifically a non-profit organization.
• Served as advocate and ambassador for organization by fully engaging, identifying and securing resources and partnerships to advance mission.