Diane Ngako
North Potomac,MD
Summary
Highly-motivated part time college student with a desire to take on new challenges. Possessing a strong work ethic, adaptability, and exceptional interpersonal skills, demonstrates eagerness to contribute to a role that leverages a passion for delivering exceptional customer service. Adept at working effectively unsupervised and quickly mastering new skills. Fluent in French and English, dedicated to creating positive customer experiences and delivering high-quality work.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Homestyler/Sales Associate
West Elm
Bethesda, MD
11.2023 - 02.2024
- Greeted customers and provided exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted customers with product selection, sizing and styling.
- Analyzed customer feedback to identify areas of improvement within product offerings and existing designs.
- Engaged with customers in friendly, professional dialogue to determine needs and delivering solutions using empathy, design and sales knowledge.
- Provided accurate information about products, prices and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained accurate records of customer interactions and transactions.
- Handled customer complaints in a professional manner.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Answered incoming telephone calls to provide store, products and services information.
- Built relationships with customers to encourage repeat business.
- Demonstrated product features and benefits for customers' needs.
- Upsold additional items based on customer interests and needs.
- Maintained cleanliness of store environment including floors, windows, displays.
Receptionist
The Village at Rockville
Rockville, MD
03.2022 - 11.2022
- Greeted resident and guests and assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
- Demonstrated excellent communication skills in resolving guest and residents complains, and promoting high customer satisfaction by resolving problems with knowledgeable, empathetic and friendly service.
- Conducted regular inspections of lobby areas to ensure order and safety is maintained at all times.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Answered incoming calls and emails, providing frontline customer support and assistance.
- Developed strong relationships with guest and residents by providing personalized assistance and support.
Server
Silver Diner
Washington, DC
01.2023 - 05.2023
- Provided exceptional service to high volume of daily customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Greeted customers, answered questions and recommended specials to increase profits.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Cleaned tables and chairs to prepare dining area for next customers.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Addressed complaints to kitchen staff and served replacement items.
Deck Administrator
British Swim School
Gaithersburg, MD
02.2022 - 06.2022
- Monitored daily operations to ensure safety protocols were followed.
- Ensured proper supervision of all activities during swim lessons.
- Communicated with parents regarding student progress and feedback.
- Maintained accurate daily records of attendance and milestones completed by each child.
- Implemented positive discipline techniques when necessary while maintaining a respectful attitude towards students.
- Established good relationships with families through open communication about their child's progress.
- Monitored children's play activities to ensure safety.
- Encouraged positive behavior by providing praise and reinforcement of desired behaviors.
- Approached parents and students and engaged in conversation through use of effective interpersonal and people skills.
- Ensured proper maintenance of pool equipment and facilities.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Collaborated with other departments within the organization to coordinate events.
- Sanitized toys and tables to maintain clean, safe environment.
Pool Operator
Montgomery College
Rockville, MD
06.2022 - Current
- Performed daily chemical tests and monitored pool water to ensure safety standards were met.
- Routinely inspected equipment for preventive and emergency maintenance needs.
- Maintained neat and clean pool area and clean water.
- Cleaned swimming pools and tested water to pinpoint chemical supplements needed for optimum water chemistry and sustained cleanliness.
- Logged chemical readings to keep pool water at safe levels and avoid potential illness among patrons.
- Filled out incident and accident reports and submitted to supervisor.
- Inspected pool equipment for proper functioning of pumps, filters and control equipment.
- Provide customer service by answering questions about the facility's services and programs.
- Responded promptly to emergency situations; administered first aid if necessary until medical personnel arrived.
Seasonal Lifeguard/Swim Instructor
Southern Maryland Pool Management
Bethesda, MD
06.2022 - Current
- Led swimmer instructional lessons with varying aged participants to share optimal swim techniques and promote strength building.
- Organized lesson plans according to the individual needs of students.
- Instructed participants on water safety rules and regulations.
- Encouraged swimmers to progress through drills while providing positive feedback on their performance.
- Identified emergency situations or potential drownings and entered water for lifesaving measures.
- Maintained constant surveillance of patrons in the swimming area at all times.
- Cautioned swimmers regarding unsafe practices and safety hazards.
- Maintained neat and clean pool area and clean water.
- Monitored behaviors for safety violations and took steps to prevent further violations.
- Educated patrons about safe swimming practices through public announcements.
Certified Lifeguard
Rockville Swim & Fitness Center
Rockville, MD
05.2019 - 01.2022
- Over 7 Rescues in summer 2021
- CPR and first aid trained and certified
- Great customer service experience
- Child care
- Participated in monthly training courses to stay up-to-date in water rescue techniques.
- Identified emergency situations or potential drownings and entered water for lifesaving measures.
- Explained safety rules and procedures regarding activities to patrons and guests to inform and educate.
Education
High school diploma -
Thomas S. Wootton High School
05.2020
Some College (No Degree) - Interior Design
Montgomery College
Rockville, MDSkills
- Social Perceptiveness
- Action Oriented
- Highly Intuitive
- Problem-Solving
- Calm Under Pressure
- Extremely High Empathy and Ability to Understanding the Needs of Others
- Client Satisfaction
- High Emotional Intelligence
- Attention to Detail
- Fluent in French
- Conversational Spanish
- Interpersonal Communication
- Relationship Building
- Cultural Awareness
- Flexible and Adaptable
- Abstract Thinking and Creativity
- Strong Sense of Originality
- Written Communication
- Active Listening
- Computer Literate
- Microsoft Office Suite
- Adobe Creative Suite
- Technical Drawing
- 2D and 3D modeling
- CAD Drafting
- Proficient in SketchUp
- Client Presentation Delivery
- Concept Development
- Material Selection
- Strong Sense of Personal Style and Natural Inclination towards the Arts and Design
Certification
- CPR/FIRST AID Certification (American Red Cross)
- Lifeguard Certification (American Red Cross)
- Pool Operator's License (In Montgomery and Frederick County)
- Driver's License
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Spanish
Professional
Affiliations
- Co-president, Montgomery College Interior Design Club (Fall 2022)
References
References available upon request.
Timeline
Homestyler/Sales Associate
West Elm
11.2023 - 02.2024
Server
Silver Diner
01.2023 - 05.2023
Pool Operator
Montgomery College
06.2022 - Current
Seasonal Lifeguard/Swim Instructor
Southern Maryland Pool Management
06.2022 - Current
Receptionist
The Village at Rockville
03.2022 - 11.2022
Deck Administrator
British Swim School
02.2022 - 06.2022
Certified Lifeguard
Rockville Swim & Fitness Center
05.2019 - 01.2022
High school diploma -
Thomas S. Wootton High School
Some College (No Degree) - Interior Design
Montgomery College