Gelen Yanibel Astacio Mercedes
Summary
Detail-oriented professional with 4+ years of customer service and leadership experience in fast-paced retail and restaurant environments. Currently developing bookkeeping skills through Intuit Academy with hands-on experience in QuickBooks. Strong background in data entry, organization, and problem-solving, seeking to transition into a bookkeeping or administrative role.
Overview
5
5
years of professional experience
Work History
Customer Service Lead
Walmart
Reading, Pennsylvania
06.2022 - 09.2025
- Supervised daily customer service operations, ensuring seamless service delivery in a high-volume retail environment
- Handled escalated complaints, resolving issues to restore customer satisfaction effectively
- Ensured strong customer satisfaction and smooth store operations
- Assisted customers with returns, purchases, billing, and service issues
- Trained and supported new employees on procedures and customer service standards
- Maintained accurate records of transactions and customer interactions to support operational efficiency
Restaurant Manager
KFC
Reading, Pennsylvania
10.2020 - 06.2022
- Oversaw daily operations in fast-paced restaurant environment, ensuring smooth workflow
- Coordinated staff scheduling, training, and performance evaluations to optimize team efficiency
- Trained new employees on customer service and operational procedures.
- Addressed customer issues promptly, fostering high levels of service satisfaction
- Handled cash management, inventory control, and reporting
- Ensured adherence to food safety and hygiene standards.
- Ensured food safety, cleanliness, and service quality standards
Education
High School Diploma -
I-LEAD CHARTER SCHOOL
Reading, PA05-2020
Skills
- Bookkeeping Basics
- QuickBooks
- Accounts Payable & Receivable (basic knowledge)
- Bank Reconciliation (basic training level)
- Data Entry & Accuracy
- Microsoft Excel & Office Suite
- Customer Service & Support
- Team Leadership
- Problem Solving
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Lead
Walmart
06.2022 - 09.2025
Restaurant Manager
KFC
10.2020 - 06.2022
High School Diploma -
I-LEAD CHARTER SCHOOL