Grace (Gracie) Lopez
Fredericksburg,VA
Summary
Lifelong interest in psychology and the study of human behavior, strengthened through hands-on experience working with people from all walks of life. My customer service roles have taught me empathy, patience, and the importance of understanding others—skills I hope to expand upon through advanced study in psychology.
Overview
5
5
years of professional experience
Work History
Front Desk/Server
Bowlero
Fredericksburg, VA
12.2023 - Current
- Provided customer service to diverse groups — including children, older adults, individuals experiencing homelessness, and guests with disabilities — demonstrating empathy, patience, and cultural competence.
- Applied principles of social and behavioral psychology to adapt communication styles and de-escalate challenging situations with professionalism and composure.
- Maintained a calm, solution-focused attitude during high-stress or emotionally charged situations, showcasing emotional regulation and conflict resolution skills.
- Collaborated with team members to manage large events and high-volume periods, strengthening team dynamics and leadership abilities.
- Developed strong observational and interpersonal skills by reading social cues and adjusting service approaches to meet guests’ emotional and practical needs.
- Balanced multiple tasks simultaneously while maintaining attention to detail and a positive, customer-centered environment.
Front End Lead Supervisor
Party City
Fredericksburg, VA
08.2020 - 08.2024
- Applied principles of social and consumer psychology to enhance customer satisfaction and increase sales through effective communication and rapport-building.
- Observed and responded to customer behaviors to identify needs and tailor recommendations, demonstrating active listening and empathy.
- Managed high-stress situations (e.g., large crowds, time-sensitive events) with emotional regulation and conflict resolution strategies.
- Collaborated with a diverse team to achieve store goals, strengthening group dynamics and teamwork skills.
- Trained new employees in customer service protocols, fostering mentorship and leadership abilities.
- Maintained organized displays and environments designed to influence purchasing behavior through layout and visual appeal.
Education
General Studies
Germanna Community College (4.0gpa)
Spotsylvania, VA05-2022
American Sign Language
Germanna Community College (4.0gpa)
Spotsylvania, VA05-2022
Virginia Commonwealth University (3.8gpa)
Richmond, Virginia, VASkills
- Interpersonal Communication: Engaged diverse populations with empathy and professionalism
- Emotional Intelligence: Recognized and adapted to others’ emotions and behaviors
- Conflict Resolution: De-escalated tense situations with calm, solution-focused approaches
- Team Collaboration: Worked effectively with coworkers in fast-paced settings
- Behavioral Observation: Noticed and responded to subtle social and behavioral cues
- Organization & Multitasking: Managed multiple priorities while maintaining accuracy and composure
Timeline
Front Desk/Server
Bowlero
12.2023 - Current
Front End Lead Supervisor
Party City
08.2020 - 08.2024
General Studies
Germanna Community College (4.0gpa)
American Sign Language
Germanna Community College (4.0gpa)
Virginia Commonwealth University (3.8gpa)