Citlali Santos
Henderson,NV
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Team Leader
Hot n juicy
Las Vegas, Nevada
03.2024 - Current
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
Customer Service Representative
Conair
Glendale, Arizona
10.2023 - 02.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
EVS Housekeeper
Banner University Medical Center
Phoenix, Arizona
11.2021 - 09.2023
- Cleaned and maintained all patient rooms, bathrooms, corridors, offices and other assigned areas according to established procedures.
- Sanitized patient rooms after discharge using appropriate chemicals and supplies.
- Stocked linen closets with fresh linens on a daily basis.
- Performed daily cleaning tasks such as dusting, mopping floors, vacuuming carpets, emptying wastebaskets, scrubbing toilets and sinks.
- Maintained a safe working environment by adhering to all safety policies and procedures.
- Replenished amenities in guest room such as toiletries and coffee supplies on a regular basis.
- Followed infection control protocols when disposing of used linens and trash bags.
- Assisted in laundry operations by sorting soiled linen into designated bins for washing, drying, folding, storing.
- Utilized standard cleaning products such as bleach, disinfectants, glass cleaner in accordance with OSHA regulations.
- Ensured compliance with industry standards regarding use of personal protective equipment while performing duties.
- Maintained an inventory of custodial supplies ensuring that adequate levels are available at all times.
Department Manager
Walmart
El Mirage, Arizona
08.2019 - 11.2021
- Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
- Developed strategies to improve customer service and increase sales by 10% within 6 months.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Conducted regular performance reviews to monitor progress of individual employees.
- Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
- Implemented cost-saving initiatives throughout the Department while maintaining high standards of quality assurance.
- Created monthly schedules for staff members to ensure adequate coverage during peak hours.
- Organized quarterly meetings with senior management to review departmental goals and objectives.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Monitored daily sales figures to track trends in customer buying behavior.
- Managed budgets effectively by making sure costs stayed within allocated limits.
Server
Chaparral Winds
Surprise, Arizona
08.2018 - 07.2019
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
Education
High School Diploma -
Dysart High School
El Mirage, Arizona01-2020
Skills
- Complaint resolution
- Coaching
- Workflow management
- Work Planning and Prioritization
- Teamwork and collaboration
- Relationship building
- Goal setting
- Cash handling
- Technical support
- Flexible schedule
Timeline
Team Leader
Hot n juicy
03.2024 - Current
Customer Service Representative
Conair
10.2023 - 02.2024
EVS Housekeeper
Banner University Medical Center
11.2021 - 09.2023
Department Manager
Walmart
08.2019 - 11.2021
Server
Chaparral Winds
08.2018 - 07.2019
High School Diploma -
Dysart High School