Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
References
Timeline
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Fernanda Bravo

Phoenix,AZ

Summary

Adaptable professional with expertise in customer service and conflict resolution. Known for maintaining composure in high-pressure environments and proactively addressing customer concerns to enhance brand loyalty.

Overview

3
3
years of professional experience

Work History

Coffee Shop Manager

Dunkin' Brands
Phoenix, AZ
06.2022 - Current
  • Assisted customers with menu selections and special requests.
  • Provided excellent customer service by responding to inquiries quickly and professionally.
  • Maintained calm demeanor during high-volume periods and special events.
  • Trained new baristas on company policies and procedures regarding food handling safety standards.
  • Described menu items to customers and suggested products based on stated preferences.
  • Addressed and resolved customer concerns to maintain brand loyalty.
  • Utilized upselling techniques to promote bakery items and specialty drinks, increasing average order value.
  • Engaged with customers on social media platforms, responding to inquiries and promoting special offers.
  • Implemented feedback from customers to improve service quality and menu offerings.

Front Desk Representative

Abrazo Arizona Heart Hospital
Phoenix, Arizona
10.2022 - 12.2022
  • Managed incoming calls and directed inquiries to appropriate departments.
  • Maintained accurate patient records and updated information as needed.
  • Coordinated communication between medical staff and patients effectively.
  • Handled patient inquiries and resolved issues in a timely manner.
  • Completed daily shift reports detailing any issues or incidents that occurred during the shift.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.

Education

Associate of Arts - History

Maricopa Community Colleges, Glendale Community College
Glendale, AZ

Skills

  • Sales techniques
  • Customer service
  • Conflict resolution
  • Communication skills
  • Marketing and promotions
  • Strong independence skills
  • Active listening
  • Fluent in Spanish

Affiliations

  • Reading, independent research and learning, live music and concerts, creative journaling

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Accomplishments

  • Maintaining a strong academic performance while working full-time
  • Pursuing Bachelor's in History with consistent progress toward degree
  • Recognized by supervisors for relatability and attendance
  • Bilingual (English/Spanish), applied in professional and academic settings

References

References available upon request.

Timeline

Front Desk Representative

Abrazo Arizona Heart Hospital
10.2022 - 12.2022

Coffee Shop Manager

Dunkin' Brands
06.2022 - Current

Associate of Arts - History

Maricopa Community Colleges, Glendale Community College

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