Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Felicia Mata

Summary

I am an attentive customer service Representative with 5+ years of experience, achieving customer service satisfaction and customer retention goals. I am also an independent detail-oriented team player with strong organizational skills. I have the ability to handle multiple projects simultaneously with a high degree of accuracy, and I'm looking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving.

Overview

9
9
years of professional experience

Work History

Driver

UberEats
08.2022 - Current
  • Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.
  • Maintained professional and friendly demeanor during deliveries to uphold company reputation.
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Communicated with customers to provide delivery updates and confirm delivery locations.

Driver

DoorDash
05.2020 - Current
  • Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.
  • Maintained professional and friendly demeanor during deliveries to uphold company reputation.
  • Communicated with customers to provide delivery updates and confirm delivery locations.

Mechanic

Self Employed Services
03.2015 - Current
  • Inspected damaged vehicles to estimate repair labor cost and required parts expense.
  • Analyzed and located malfunctions in brakes, motors, switches, and control systems.
  • Replaced damaged, missing, or defective parts with new and refurbished components.
  • Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
  • Increased tire lifespan by accurately aligning wheels, balancing tires, and performing rotations as needed.
  • Investigated customer complaints to identify cause of malfunctions.
  • Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.

Crew Member Team Leader

Dunkin' Donuts
07.2023 - 01.2024
  • Crew member/Shift Leader
  • Upsold additional products and services to customers to boost sales.
  • Contributed to improved overall sales numbers through upselling techniques and suggestive selling strategies.
  • Enhanced customer satisfaction by providing fast and accurate order processing at the drive-thru window.
  • Monitored self-checkout systems and provided help in resolving complex problems.
  • Streamlined order-taking processes to improve overall speed of service for customers.
  • Cross-trained in other areas of restaurant to provide additional support during busy periods.
  • Assisted in training new drive-thru staff members, ensuring proper procedures were followed consistently.
  • Promoted a positive work environment through effective communication and teamwork among staff members.

Store Manager

Cricket Wireless
06.2016 - 10.2023
  • Lead sales advocate.
  • Sell phones and plans to buying customers.
  • Create schedules for employees and company Events.
  • Stock and receive inventory, and other basic tasks like cleaning and keeping the store organized.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Interacted well with customers to build connections and nurture relationships.

Receptionist

Massage Envy Spa
08.2019 - 03.2020
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Maintained confidentiality of information regarding clients and company.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Organized, maintained and updated information in computer databases.

Education

High School Diploma -

Evolution Academy
Richardson, TX
05.2016

Skills

  • Bilingual (Fluent in Spanish and English)

  • 5 years of Customer Service experience

  • Can type 45 WPM

  • Knowledgeable with computers and Microsoft

  • Great Communication and problem solving/Troubleshooting

  • 5 years of experience in retail and sales

  • Time Management

  • Good Telephone Etiquette

  • Multitasking Abilities

  • Works well alone or with others in a group/team

  • Basic cleaning, organizing, counting inventory and stocking

  • 5 years of experience in the food and restaurant industry

Languages

Spanish
Native or Bilingual

Timeline

Crew Member Team Leader

Dunkin' Donuts
07.2023 - 01.2024

Driver

UberEats
08.2022 - Current

Driver

DoorDash
05.2020 - Current

Receptionist

Massage Envy Spa
08.2019 - 03.2020

Store Manager

Cricket Wireless
06.2016 - 10.2023

Mechanic

Self Employed Services
03.2015 - Current

High School Diploma -

Evolution Academy

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Felicia Mata