Felicia Florio
Beaverton,OR
Summary
Experienced professional with a strong background in customer service, including register operations, customer service desks, and management. Demonstrated ability to consistently deliver exceptional customer experiences and resolve issues promptly and efficiently. Skilled in establishing rapport with diverse clientele, identifying their needs, and offering customized solutions. Proficient in leading teams to achieve operational excellence while fostering a positive work environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Shift Supervisor
REEF Technology
Portland
05.2021 - 12.2022
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Trained new employees and delegated daily tasks and responsibilities.
- Helped store management meet standards of service and quality in daily operations.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Crew Member
Taco Bell
Portland
02.2021 - 05.2021
- Worked front counter, drive-thru and other areas.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Collaborated with team members to complete orders.
- Operated cash register to ring up final bill and process various forms of payment.
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Prepared products following restaurant, health, and safety standards and procedures.
- Assisted other team members to achieve goals.
- Stocked shelves to organize aisles in assigned department.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Took orders, prepared meals, and collected payments.
Customer Service Representative
Walmart
Vancouver, WA
05.2019 - 08.2020
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Crew Member
BURGERVILLE USA
Portland
06.2018 - 07.2019
- Worked as front cashier helping keep dining room clean, and stocked
- Worked in drive through as well.
- Cash handling/ POS system
- Opened and closed.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Collaborated with team members to complete orders.
- Operated cash register to ring up final bill and process various forms of payment.
- Trained new team members on procedures, customer service, and sales techniques.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Prepared products following restaurant, health, and safety standards and procedures.
- Stocked shelves to organize aisles in assigned department.
- Became familiar with products to answer questions and make suggestions.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Took orders, prepared meals, and collected payments.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Accurately operated cash register to process customer payments.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Loaded dishwasher with china and thoroughly hand-washed dishes, pans and utensils to tidy up serving line.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
Education
Skills
teamwork skills
communication
customer service
leadership
time management
organization
cash handling
food preparation and cooking
food safety
Certification
- CNA
- CPR
- Driver's license
- First Aid Certification
Assessments
Direct Care, Proficient, 01/01/20
Timeline
Shift Supervisor
REEF Technology
05.2021 - 12.2022
Crew Member
Taco Bell
02.2021 - 05.2021
Customer Service Representative
Walmart
05.2019 - 08.2020
Crew Member
BURGERVILLE USA
06.2018 - 07.2019