Dalma Franjul
Newark,New Jersey
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Years of salon management and childcare experience, outgoing and people-oriented worker who effectively develops lasting professional relationships with clients and easily adaptable to new environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
American Customer Care
11.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained up-to-date knowledge of product and service changes.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
Nanny
Care.com
01.2023 - 11.2023
- Connecting families with Childcare services
- Nanny responsible for 2-year-old boy and on call due to unstructured working hours of parents
- Provide morning afternoon and evening meals and snacks
- Keeping all areas clean and organized.
Nanny
Care.com
10.2020 - 06.2021
- Connecting families with Childcare services
- Assisted with language delays due autism spectrum disorder
- Communicated nonverbally with child to provide them with comfort and encouragement
- Transported children to school social outings and medical appointments
- Met regularly with parents to discuss children's activities and development
- Incorporated music and art activities to encourage creativity and expression.
Nanny
Care.com
09.2015 - 06.2021
- Connecting families with Childcare services
- Organize activities enhance children's physical emotional and social wellbeing
- Collaborated with parents to develop and implement discipline programs promote positive behavior
- Administered discipline and guidance in accordance with parental guidelines
- Assisted young students with homework supporting academic requirements
- Prepared and served nutritionally balanced meals and snacks for children.
Hairstylist
Moxie Blow-dry & Beauty Bar
10.2017 - 08.2020
- Sold products on Commission to meet daily sales goals
- Recommended and helped locate or obtain merchandise based on customers' needs and desires
- Delivered top-quality service for clients' cutting, coloring, and styling needs
- Drove salon revenue with quality service and knowledgeable product advice
- Washed, rinsed, and dried clients' hair using appropriate shampoos and conditioners
- Educated clients on hair care techniques and products
- Sanitized workstations and equipment for customer health and workplace safety.
Hair Stylist and Manager
ChiSpa Salon and Spa
06.2008 - 11.2017
- Managed data entry and database by updating client and employee information
- Trained and mentored all new employees on proper protocols
- Increased revenue by 20% in one month
- Implemented a digital filing solution that improved records
- Created repeat business by developing long-term relationships with regular customers
- Completed continuing education and training to stay up to date with current trends and techniques
- Achieved excellent customer service by delivering pleasant salon experiences to customers
- Managed customer transactions and counted cash drawers following shifts.
Customer Service
J&Y Security
06.2015 - 08.2016
- Monitored and maintained scheduled security checks to optimize safety
- Identified and reported security threats, unsafe conditions or hazards, and other emergency situations
- Coordinated with other departments to ensure the safety and security of the facility
- Participated in emergency management and contingency planning.
Server
Apple Bee's
09.2012 - 03.2013
- Greeted and escorted guests to tables, fostering warm welcome
- Communicated orders to kitchen staff to turn tables faster, keeping food fresh and hot
- Informed customers about daily specials, increasing sales of popular food items or dishes
- Checked customer identification to support legal age requirements for consumption of alcoholic beverages
- Complied with health department regulations to prevent foodborne illness
- Presented menus to patrons and answered questions about menu items, making recommendations upon request
- Managed closing duties by restocking items and reconciling cash drawers.
Cashier
Harmon Face Values
09.2011 - 08.2012
- Provided efficient and courteous service to customers
- Operated cash register and accurately processed payments, returns, and exchanges
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning
- Provided excellent customer service by greeting customers and offering assistance.
Education
B.S in Education -
University of Phoenix
Skills
- Appointment Booking
- Account Management
- Meticulous
- Microsoft Word/ Excel
- Retail Sales
- Customer Service
- Problem Solver
- Data Entry
- Self Sufficient
- Team Player
- Bilingual
Certification
- CPR Certified, American Heart Association
- First Aid Certification, American Red Cross
Locations
Philadelphia, PA
Personal Information
Title: Hair Stylist
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
American Customer Care
11.2023 - Current
Nanny
Care.com
01.2023 - 11.2023
Nanny
Care.com
10.2020 - 06.2021
Hairstylist
Moxie Blow-dry & Beauty Bar
10.2017 - 08.2020
Nanny
Care.com
09.2015 - 06.2021
Customer Service
J&Y Security
06.2015 - 08.2016
Server
Apple Bee's
09.2012 - 03.2013
Cashier
Harmon Face Values
09.2011 - 08.2012
Hair Stylist and Manager
ChiSpa Salon and Spa
06.2008 - 11.2017
B.S in Education -
University of Phoenix
- CPR Certified, American Heart Association
- First Aid Certification, American Red Cross
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