Fernanda Leal Vega
Mission,TX
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Ambassador
Whataburger
03.2019 - 10.2019
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Learned other teammates' work tasks to train as backup.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
Waitress
Denny’s
12.2019 - 08.2020
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Host
Cracker Barrel
10.2020 - 03.2021
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Relayed guest comments or suggestions to manager on duty for further action.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
Cashier/Sales
Be Fit Nutrition
03.2021 - 08.2021
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Answered questions about store policies and addressed customer concerns.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Mentored new team members on sales software system operation.
- Reviewed new promotions and monitored price changes.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
Operator
Walmart
09.2021 - 05.2022
- Answered phone calls and made sure the work areas are nice and spotless
- Packages and shipped lost items or damaged items and more
- Helped customers find products and made sure the clothes were nicely folded and racked nicely.
Phone Rep
Ticketmaster
05.2022 - 08.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Supervisor
Ross Dress For Less
12.2022 - 02.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Boosted team performance by developing customer service training materials and conducting service training.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
Customer Service Account Associate Expert
Tmobile
02.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Highschool Diploma -
La Joya Highschool
01.2020
In The Making -
University of Texas Rio Grande Valley
01.2024
Skills
- Attention to Detail
- Clerical Functions
- Inventory Coordination
- Billing Procedures
- Customer Service
- Past Due Account Management
- Teamwork and Collaboration
- Public Speaking
- Fluent in Spanish
Certification
- Foundations: Data, Data, Everywhere , Coursera Google Certificate - October 9, 2023
Timeline
Customer Service Account Associate Expert
Tmobile
02.2023 - Current
Supervisor
Ross Dress For Less
12.2022 - 02.2023
Phone Rep
Ticketmaster
05.2022 - 08.2022
Operator
Walmart
09.2021 - 05.2022
Cashier/Sales
Be Fit Nutrition
03.2021 - 08.2021
Host
Cracker Barrel
10.2020 - 03.2021
Waitress
Denny’s
12.2019 - 08.2020
Service Ambassador
Whataburger
03.2019 - 10.2019
Highschool Diploma -
La Joya Highschool
In The Making -
University of Texas Rio Grande Valley
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