Iliana Dafoe

I work on the cash register as well as our Easy Scan at Tops

• Greeted customers entering store and responded promptly to customer needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Built relationships with customers to encourage repeat business.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Helped customers complete purchases, locate items, and join reward programs.
• Answered questions about store policies and addressed customer concerns.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• Mentored new employees on cashier duties and best practices, improving overall staff performance.
• Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
• Contributed to store success by maintaining high standards of cleanliness throughout the facility.
• Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
• Provided backup support for other departments when needed, showcasing versatility within the retail environment.
• Boosted team efficiency, shared best practices in cash handling and customer interaction.
• Ensured accuracy in financial transactions, reconciled cash with receipts daily.
• Improved store atmosphere with thorough and prompt cleaning of checkout area.
• Handled cash with high accuracy and took care to check bills for fraud.
• Welcomed customers and helped determine their needs.
• Restocked and organized merchandise in front lanes.

This Job is usually a 12:30pm-9pm shift where I am placed as the leader of the cashiers. I count the cashiers' drawers, perform cash pickups, manage and cover breaks, return the reshops, write rainchecks if needed, put change into the drawers, and close the registers at the end of the night.

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
• Improved team efficiency by implementing new training procedures and streamlining work processes.
• Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
• Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
• Mentored junior staff members to improve their knowledge of company policies, products, and services.
• Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
• Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Greeted customers and listened closely to problems described to determine solutions.
• Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
• Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
• Responded to customer requests for products, services, and company information.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Met customer call guidelines for service levels, handle time and productivity.
• Delivered prompt service to prioritize customer needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Implemented and developed customer service training processes.

I volunteered to help with the games at Beaver Lake Nature Centers yearly Golden Harvest Festival.

• Supported engaging, fun, and smooth-running events by helping with organization and planning.
• Represented organization positively and professionally while providing community with much-needed services.
• Communicated with staff members to stay informed about volunteer opportunities and events.

Cleaned up trash along the Willow Bay area and along the West Shore Trail at Onondaga Lake Park for their Earth Day Clean Ups.

I have also participated in Native Planting Events in The Marshy Spits at Onondaga Lake Park in 2021.

• Promoted environmental awareness with educational workshops and hands-on activities.
• Fostered sense of community, organizing neighborhood gatherings.
• Encouraged community gardening efforts to promote sustainable living.

As a National Honor Society Event, I handed out programs to family and friends at the 2025 National Honor Society Induction at West Genesee High School.

• Assisted with special events and programs.
• Maintained clean, neat, and operational facilities to serve program needs.
• Supported engaging, fun, and smooth-running events by helping with organization and planning.

As a National Honor Society Event, I volunteered by handing out programs for the class of 2024's Graduation at Onondaga Community College's SRC Arena.

I Volunteered at the King David's Stand at the Culture Fair at West Genesee High School.

• Assisted with special events and programs.
• Maintained clean, neat, and operational facilities to serve program needs.
• Used strong interpersonal communication skills to convey information to others.
• Increased cultural awareness with organization of multicultural festivals.

I Volunteered at Stonehedge Elementary's Enrichment Day in the West Genesee School District. I lead the kids to their next stationed activities throughout the day.