Genesis Velez Brown
Orlando
Summary
Customer-focused professional with proven leadership experience in customer service management and restaurant floor operations. Skilled at building strong client relationships, training and motivating teams, and delivering exceptional guest experiences that drive loyalty and repeat business. Adept at identifying customer needs, upselling products, and implementing service strategies that boost revenue and satisfaction. Known for strong communication, organizational skills, bilingual, and the ability to thrive in fast-paced, high-demand environments.
Overview
10
10
years of professional experience
Work History
Server Cocktail
Rosen Centre Hotel
Orlando
11.2023 - Current
- Managed food and beverage orders efficiently and accurately.
- High level of physical endurance.
- Assist tourist and business groups by being helpful.
- Assess a client's requests and make great suggestions.
- Be able to work in fast-paced environments and have a retentive memory.
- Check clients’ identification and validate that it meets the legal drinking age.
- Performed opening and closing duties such as setting up the dining area and restocking supplies.
Bartender
Cocina 214 Restaurant
Winter Park
07.2021 - 12.2023
- Prepare and serve alcoholic and non-alcoholic beverages.
- Assisted customers in selecting drinks based on preferences.
- Maintained cleanliness and organization of the bar area.
- Performed opening and closing duties, including restocking supplies.
- Collaborated with kitchen staff to ensure timely service.
- Check clients’ identification and validate that it meets the legal drinking age.
- Trained new bartenders on drink preparation and upselling techniques.
- Processed payments accurately and efficiently with POS system.
Social Worker (Paid Internship)
Office of the Public Defender, 9th Circuit Office
Orlando
01.2021 - 06.2021
- Assessing and linking clients to evidence-based services that are required when providing social services to our clients.
- Conducting initial assessments of clients' situations to determine needs and goals.
- Advocating for appropriate public assistance resources for clients.
- Communicating with clients' care teams.
- Referring individuals to appropriate treatment centers, as indicated.
- Maintaining ethical principles in advocacy.
Restaurant Server
Guavate Restaurant
Orlando
07.2018 - 03.2021
- Greeting, seating guests, memorizing information, answering questions about the menu, making suggestions, serving food and drinks are some of my responsibilities at the restaurant.
- Cleaning and keeping clean the job area are also tasks that need to be performed.
- Maintained accuracy while handling payments, giving change and printing receipts to customers.
- Prepared salads, appetizers and set up garnish stations to assist kitchen staff.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
- Calculated charges issued table checks and collected payments from customers.
- Communicated with kitchen staff frequently to stay up to date on supply availability and potential customer wait times.
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Welcomed guests with personable attitude and smile, offering to bring beverage orders while reviewing menu options.
- Coordinating treatment planning and maintaining ongoing contact with outpatient providers for the continual care of patients.
Customer Service Manager
Walmart Super Center
Kissimmee
01.2016 - 07.2018
- Managed customer service team to ensure high-quality support and satisfaction.
- Providing change for cashiers, preparing the cash registers, and performing register audits.
- Trained staff on customer engagement techniques and product knowledge.
- Facilitated communication between management and staff to ensure alignment on goals.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Evaluated and authenticated returns, exchanges and voids.
Education
Bachelor's degree - Social Work
University of Central Florida
Orlando, FL05.2021
Skills
- Exceptional Customer Service
- Bilingual (Spanish and English)
- Ability to work with team members
- Basic computer Knowledge (Microsoft Office: Word, Excel, and Power Point)
- Empathy driven actions
- Point-of-sale systems (Aloha and InfoGenesis)
- Team leadership
- HR compliance
- Time management
- Reliability and punctuality
- Memory retention
- Sales Experience
- Critical thinking
References
REFERENCES: Provided as request
Timeline
Server Cocktail
Rosen Centre Hotel
11.2023 - Current
Bartender
Cocina 214 Restaurant
07.2021 - 12.2023
Social Worker (Paid Internship)
Office of the Public Defender, 9th Circuit Office
01.2021 - 06.2021
Restaurant Server
Guavate Restaurant
07.2018 - 03.2021
Customer Service Manager
Walmart Super Center
01.2016 - 07.2018
Bachelor's degree - Social Work
University of Central Florida