Cienna Cortes
Fort Worth,TX
Summary
26 years old with 4 years Supervisor/Management role Through hard work, and dedication I have gained many skills, like Teamwork, Communication, Computer, Marketing, and Management skills. Every day is a new opportunity to do better than the previous, which I believe is how I have earned my roles and responsibilities,while. staying true to myself. confident,and humble through knowledge, and persistence.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Markel
10.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- .
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Server
360 Brunch House
10.2024 - 12.2024
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Facilitated team-oriented atmosphere, assisting coworkers during rush periods to ensure smooth operations.
Assistant General Manager
Big Daddys Cantina
03.2024 - 10.2024
- During my time here I managed a staff of over 50 people. I have learned the ins and outs of the back end of restaurants.
- I have acquired new skills in Hiring, Onboarding, Payroll, managing Labor and Food Costs.
- Monthly service performance review to find and improve weak areas, while highlighting their strengths.
- Managing our website for our online menu, and ordering.
- Responding to Emails
- Creating monthly invoices to keep track of costs of certain goods
- I used my previous skills to create efficient weekly schedules for our team.
- Weekly and monthly liquor, food inventory and fulfill orders with different distributors.
- Used excel to create spreadsheets and formulas to be the most user friendly, efficiency.
- During Service hours my role was to Delegate responsibility ex. side work, designate shift roles to server leads. Control Food Quality.
- Use my years in customer service to talk to guests and ensure a good experience.
- After Service my role was to handle all the cash that the servers took that day and close out our registers.
- Do a second walk around and ensure all Servers, Bartenders, and Kitchen staff checked off all of their closing duties and make sure it was up to standards.
Server Supervisor
Wine Fusion Winery
08.2020 - 10.2024
- Took weekly/monthly inventory, and fulfilled orders.
- Marketed our business on Instagram/Facebook to promote daily deals, and monthly events, to enhance people flow.
- Coordinated events anywhere to 20-200 people to include setup/breakdown, follow through implementation that the client desired.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Worked with management team to implement proper division of responsibilities. Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Implementation of side work, job duties, cleanliness of restaurant, safety regulations, and new and improved happy hour menus.
- Applied comprehensive knowledge of wine, Liquor, and beer to increase daily beverage sales.
- Performed specialized alcoholic beverage services such as bottle openings and chiller setup.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Cultivated warm relationships with regular customers.
Server
Pluckers Wing Bar
08.2019 - 08.2020
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Performed dining room sanitation tasks such as spill cleanup, table sterilization and removal of apparent waste or refuse.
- Participated in dining room sidework such as refilling condiment bottles, preparing menus and arranging silverware packages.
- Sustained calm and congenial manners during communications with angry guests, directing disgruntled clients to appropriate managers.
- Operated ALOHA POS systems to cash out customer checks and complete order transactions.
- Maintained detailed knowledge of specials and currently available items to provide guests with informative menu descriptions.
- Executed opening/closing duties.
Education
High School Diploma -
Lewisville Highschool
06.2017
Skills
- Training and Development
- Priority Management
- Problem Solving
- Communication
- Organization
- Conflict Resolution
- Scheduling
- Administration
- Teamwork
- Computer skills
- Marketing
- Hiring
- Payroll
- Customer service
- Performance improvement
- Resolving issues
- Verbal and written communication
- Data entry
- Customer support
- Problem-solving skills
Personal Information
- Age: 25
- Title: General Manager
Timeline
Call Center Representative
Markel
10.2024 - Current
Server
360 Brunch House
10.2024 - 12.2024
Assistant General Manager
Big Daddys Cantina
03.2024 - 10.2024
Server Supervisor
Wine Fusion Winery
08.2020 - 10.2024
Server
Pluckers Wing Bar
08.2019 - 08.2020
High School Diploma -
Lewisville Highschool
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