Ivana Fontanez
Acton
Summary
Proven professional with extensive experience in customer service and cash handling, notably at Cumberland Farms. Demonstrates exceptional teamwork and problem-solving abilities, enhancing organizational growth and customer satisfaction. Skilled in inventory management and known for maintaining integrity and empathy in high-pressure situations. Achieved a significant increase in repeat business through dedicated customer assistance and professionalism.
Overview
7
7
years of professional experience
Work History
Cashier
Cumberland Farms
North Berwick, ME
10.2024 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their 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.
Shift Supervisor
CVS Pharmacy
Dracut, MA
03.2023 - 02.2024
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
- Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
- Conducted routine inspections to check quality and compliance with established specifications.
Cashier
Walgreens
Lowell, MA
09.2022 - 12.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their 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.
Paraprofessional
The Valley Collaborative
Tyngsboro, MA
02.2022 - 08.2022
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
- Promoted a respectful classroom culture by modeling appropriate behavior and reinforcing positive interactions among peers.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
Front End Supervisor
Ocean State Job Lot
Tewksbury, MA
03.2019 - 02.2022
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted a safe working environment by enforcing safety guidelines among team members consistently.
- Participated in regular meetings with upper management to discuss front-end performance metrics.
- Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
- Conducted regular training sessions for new hires and existing employees on company policies, procedures, and best practices.
Customer Service Cashier
Walmart
Chelmsford, MA
06.2018 - 09.2019
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Demonstrated versatility by cross-training in various departments throughout the store when required.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted in creation of promotional displays, attracting customer attention and boosting sales.
- Ensured cleanliness and organization of checkout area, contributing to positive shopping environment.
Education
GED - Machining
Sanford Adult Education
Sanford, MESkills
- Customer service
- Customer assistance
- Work ethic and integrity
- Patience and empathy
- Time management skills
- Cash handling
- Cleaning and sanitizing
- Team collaboration
- Order taking
- Professionalism and courtesy
- Payment processing
- Product restocking
- Product knowledge
- Attention to detail
- Inventory management
- Currency counting
- Order packaging
- Daily reporting
- Reports and documents
- Multitasking and organization
- Organizational growth
- Clear communication
- Empathy and patience
- Basic math
- Honest and dependable
- Problem-solving
Languages
Spanish
Native or Bilingual
Timeline
Cashier
Cumberland Farms
10.2024 - Current
Shift Supervisor
CVS Pharmacy
03.2023 - 02.2024
Cashier
Walgreens
09.2022 - 12.2022
Paraprofessional
The Valley Collaborative
02.2022 - 08.2022
Front End Supervisor
Ocean State Job Lot
03.2019 - 02.2022
Customer Service Cashier
Walmart
06.2018 - 09.2019
GED - Machining
Sanford Adult Education
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