Emma Cotto
Killeen,TX
Summary
Driven Customer Service Supervisor offers 3+ years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Friendly customer service professional committed to providing high-quality service and developing customer relationships. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly resourceful Crew Team Member with background in fast-paced, customer-centric environments. Known for maintaining smooth operations, meeting deadlines and creating positive team dynamics. Skills include communication, problem-solving and adaptability. Previous work has resulted in improved team efficiency and heightened customer satisfaction.
Overview
5
5
years of professional experience
Work History
Supervisor
Todays Car Wash
Harker Heights, TX
07.2024 - Current
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Maintained up-to-date knowledge of store merchandise and policies.
- Demonstrated product features and benefits for customers' needs.
- Assessed customer needs to provide assistance and information on product features.
- Processed transactions using a point-of-sale system.
- Greeted customers and provided exceptional customer service.
- Answered customer inquiries regarding product features, pricing, and availability.
- Handled customer complaints in a professional manner.
- Assisted upper management with daily operations to meet standards of service and quality.
- Cultivated performance-based and collaborative culture by recognizing achievements and excellent teamwork.
- Responded promptly to customer inquiries or complaints in a professional manner.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Assisted customers with product selection when needed.
- Completed opening and closing duties to facilitate business operations.
- Assisted general manager with operations game plan and company initiatives implementation.
- Conducted weekly inventory of supplies, equipment, and food items.
Customer Service Manager
Today's Car Wash
Harker Heights, TX
06.2021 - Current
- Explained benefits, features and recommendations to maximize client retention.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
Crew Team Member
Panda Express
Dothan, AL
08.2023 - 05.2024
- Cleaned work areas regularly throughout shift.
- Operated cash register accurately and efficiently.
- Collaborated with other crew members to complete tasks quickly and efficiently.
- Provided excellent customer service at all times.
- Restocked items on shelves as needed.
- Assisted customers with orders and inquiries.
- Greeted customers and cultivated positive experiences in line with company standards.
- Followed all safety regulations while operating machinery or handling chemicals.
- Greeted customers in a friendly manner upon entering the store.
- Followed orders of senior leadership with exacting accuracy in moment and without question.
- Answered customer questions regarding product features, pricing, availability.
- Performed store opening and closing procedures as directed by management team.
- Monitored expiration dates of food products.
- Replenished inventory levels when necessary.
- Swept, vacuumed and dusted areas periodically to maintain impeccable cleanliness.
- Inspected food products for quality and consistency and reported concerns to cooks.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Packed fast food products in approved containers, cups, and bags.
- Served food quickly for positive guest experiences.
- Interacted pleasantly with guests to deliver quality customer service.
Crew Team Member
Chipotle
Dothan, AL
04.2023 - 08.2023
- Cleaned work areas regularly throughout shift.
- Operated cash register accurately and efficiently.
- Collaborated with other crew members to complete tasks quickly and efficiently.
- Provided excellent customer service at all times.
- Restocked items on shelves as needed.
- Assisted customers with orders and inquiries.
- Greeted customers and cultivated positive experiences in line with company standards.
- Greeted customers in a friendly manner upon entering the store.
- Performed store opening and closing procedures as directed by management team.
- Answered customer questions regarding product features, pricing, availability.
- Monitored expiration dates of food products.
- Reported any maintenance issues immediately to supervisor or manager.
Loader
Today's Car Wash
Harker Heights, TX
12.2020 - 06.2021
- Inspected parts, equipment or vehicles for cleanliness and damage.
- Operated cash register and processed cash, credit card and check payments.
- Inspected parts, equipment and vehicles for cleanliness, damage and compliance with standards or regulations.
- Pre-soaked or rinsed machine parts, equipment or vehicles by immersing in cleaning solutions or water.
- Washed vehicle exteriors, detailed interior and applied external sealant or polish.
- Ordered and restocked supplies to keep workplace operating smoothly.
- Maintained vacuums, pressure washers and tunnel equipment for car wash and self-service areas.
- Disassembled and reassembled machines or equipment or removed and reattached vehicle parts or trim.
- Rotated handles on equipment to regulate pressure or flow of water, air, steam or abrasives from sprayer nozzles.
- Maintained vacuums, pressure washers and air vac equipment for car wash and self-service areas.
Full Service Associate/Customer Service Associate
Today's Car Wash
Harker Heights, TX
01.2020 - 12.2020
- Monitored operation of cleaning machines and stopped machines or notified supervisors when malfunctions occurred.
- Applied waxes or masking materials to vehicles to preserve, protect or restore color or condition.
- Maintained inventories of cleaning supplies.
- Cleaned and polished vehicle windows.
- Pre-soaked or rinsed machine parts, equipment or vehicles by immersing in cleaning solutions or water.
- Ordered and restocked supplies to keep workplace operating smoothly.
- Inspected parts, equipment or vehicles for cleanliness and damage.
Education
High School Diploma -
Harker Heights High School
Harker Heights, TX05.2021
Skills
- Work Prioritization
- Policy Enforcement
- Handling Escalations
- Time Management
- Positive and Constructive Feedback
- Issue Resolution
- Problem-Solving
- Workflow Management
- Team Building and Leadership
- Conflict Resolution Techniques
- Delegating Work
- Performance Evaluations
- Verbal and Written Communication
- Training and Development
- Goal Setting
- Team Building
- Scheduling and Coordinating
- Recruitment and Hiring
- Staff Training
- Teamwork and Collaboration
- Documentation and Reporting
- Team Leadership
- Employee Coaching and Motivation
- Complex Problem Solving
- Food Handling Safety
- Cleaning and Sanitation
- Cash Handling
- Menu Memorization
- Health Code Compliance
- Customer Service
- Drive-Thru Operations
- Valid Driver's License
- Positive Company Representation
- Team Contributions
- Flexible Schedule
- Complex Problem-Solving
- Integrity and Honesty
Timeline
Supervisor
Todays Car Wash
07.2024 - Current
Crew Team Member
Panda Express
08.2023 - 05.2024
Crew Team Member
Chipotle
04.2023 - 08.2023
Customer Service Manager
Today's Car Wash
06.2021 - Current
Loader
Today's Car Wash
12.2020 - 06.2021
Full Service Associate/Customer Service Associate
Today's Car Wash
01.2020 - 12.2020
High School Diploma -
Harker Heights High School
Similar Profiles
Maria BarcenasMaria Barcenas
Customer Service Advisor at Todays car washCustomer Service Advisor at Todays car wash
Maria BarcenasMaria Barcenas
Customer Service Advisor at Todays car washCustomer Service Advisor at Todays car wash
Mair BedfordMair Bedford
Accounts Receivable Specialist / Collections Specialist at Sonny's Enterprises/Sonny's Car Wash Systems/PECO Car Wash SystemsAccounts Receivable Specialist / Collections Specialist at Sonny's Enterprises/Sonny's Car Wash Systems/PECO Car Wash Systems
Zachary FloydZachary Floyd
Human Resources Specialist at US ArmyHuman Resources Specialist at US Army
Aiden RochaAiden Rocha
Seasonal Worker at Sweet Eats Adventure Farm & Petting ZooSeasonal Worker at Sweet Eats Adventure Farm & Petting Zoo