Ingrid Serrano
Fremont
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Dependable worker with knowledge of customer service, data entry, and records management. Highly organized and self-motivated, with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.
Overview
8
8
years of professional experience
Work History
Bartender Shift Manager
Jimmy's Billiards
02.2024 - 07.2025
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, ensuring financial integrity throughout shifts.
- Trained new staff on register operations and customer service protocols.
- Monitored stock levels and organized product replenishment for optimal sales performance.
- Worked flexible schedule and extra shifts to meet business needs.
- Served high customer volumes during special events, nights, and weekends.
Medical Call Center Representative
Stanford Health Care
10.2022 - 09.2024
- Adhered to departmental guidelines for quality assurance standards when taking calls from customers.
- Implemented strategies to improve customer experience through enhanced communication methods.
- Utilized effective problem-solving techniques to address challenging customer concerns in a professional manner.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Exhibited superior communication skills when interacting with both internal teams and external customers over the phone or via email correspondence.
- Provided excellent customer service to patients and medical staff while answering incoming calls and responding to inquiries in a timely manner.
- Efficiently managed large call volumes by utilizing telephone scripting techniques and providing concise responses to customers.
Front Desk Agent
The Element Hotel by Westin
03.2022 - 09.2022
- Books guest reservations and/or coordinates with reservation center.
- Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals.
- Greets, registers, and assigns rooms to guests.
- Handles confidential information, including guest records, with a high degree of integrity.
- Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
- Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
Guest Service Associate
European Wax Center
06.2019 - 01.2022
- Developed an extensive knowledge base on products offered within the store.
- Demonstrated excellent communication skills to effectively respond to customer inquiries, complaints and requests for service.
- Maintained a clean work area to ensure compliance with health codes and safety regulations.
- Collaborated with team members to always provide exceptional customer service.
- Performed cashier duties accurately, including processing payments and issuing receipts.
- Greeted customers in a friendly and professional manner, providing them with product information and assistance.
Waitress
Firehouse n.1
01.2017 - 10.2019
- Thoroughly cleaned assigned station before end of shift including wiping down surfaces and stocking items as needed.
- Always maintained a positive attitude towards guests by providing friendly conversation during interactions.
- Adhered to all established policies and procedures related to serving alcohol responsibly.
- Managed multiple tasks simultaneously while maintaining high quality standards of service.
- Processed payments accurately using POS systems and handled cash transactions efficiently.
- Performed opening, closing duties such as setting up, breaking down workstations, restocking supplies.
- Demonstrated excellent customer service skills while working in a fast-paced environment.
Education
Marketing And Advertising - Publishing
Universidad Francisco Gavidia
El Salvador 01.2013
Skills
- Customer Service & Guest Services
- Cash & Crew management
- Detail oriented
- Ordering supplies
- Upselling strategies
- Cleanliness standards
- Sales Expertise
- Clear and effective communication
- Problem-Solving Skills
- Written and Oral Communications
- Proficient in English and Spanish
- Marketing
Timeline
Bartender Shift Manager
Jimmy's Billiards
02.2024 - 07.2025
Medical Call Center Representative
Stanford Health Care
10.2022 - 09.2024
Front Desk Agent
The Element Hotel by Westin
03.2022 - 09.2022
Guest Service Associate
European Wax Center
06.2019 - 01.2022
Waitress
Firehouse n.1
01.2017 - 10.2019
Marketing And Advertising - Publishing
Universidad Francisco Gavidia
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