JAELENE MONIQUE PEREIRA
Sacramento
Summary
Dynamic Customer Service Representative with a proven track record of delivering exceptional support and fostering teamwork. Expertise in managing customer accounts, maintaining meticulous documentation, and collaborating effectively with internal partners to enhance service delivery. Renowned for reliability, adaptability, and a steadfast commitment to quality work, consistently meeting and exceeding performance expectations. Thrives in high-demand, dynamic environments while maintaining a positive attitude and flexibility in the face of challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
SMUD
03.2025 - Current
- Handles high volume of calls in customer service contact center, of customer inquiries regarding electric service, billing, and programs across multiple communication channels, while demonstrating empathy and professionalism.
- Consistently met or exceeds performance targets and quality standards after completing contact center training and certification.
- Applies strong communication to resolve complex customer issues, improve satisfaction, and ensure compliance with SMUD polices and regulations.
- Maintains accurate and detailed records of customer interactions and transactions to support data integrity and service efficiency.
- Actively involved in the Customer Care Engagement Team, contributing to the planning and execution of events designed to enhance collaboration and uplift team morale.
Restaurant Manager
Hard Rock Hotel and Casino Sacramento
02.2023 - 03.2025
- Awarded Platinum Producer of the Year for 2024. (equivalent to Manager of the year award for the company.)
- Ensure exceptional guest satisfaction through friendly and professional, responsive, and service-oriented leadership.
- Oversees daily restaurant operations, including staff management, quality assurance and compliance with company standards.
- Analyze financial performance by managing budgets, controlling food and labor costs, and presenting detailed monthly and annual profit and loss reports to department head and company president.
- Develop, Train, and guide team members to maintain operational efficiency, accountability, and consistent service excellence.
Merchandise Assistant
IP&E Holdings, LLC
04.2022 - 06.2022
- Recruited from former director to assist as part-time assistant before relocating to California.
- Supported the Director of Travel Retail in coordinating multi-location operations across Guam, Saipan, and Palau, ensuring alignment with company objectives.
- Oversaw purchasing, open-to-buy planning, and inventory management to maintain accurate stock levels and support sales performance.
- Partnered with vendors and internal departments to manage purchase orders, invoicing, and product development, enhancing efficiency and profitability.
- Prepared and analyzed sales, inventory and financial reports to identify business trends and support strategic planning and executive decision making.
Store Manager
Army & Airforce Exchange Service
08.2019 - 01.2022
- Promoted starting from Customer Experience Supervisor to Sales Area Manager and finishing highest title with company as Store Manager. Demonstrated strong leadership operational excellence, customer satisfaction and consistent results.
- Oversaw daily store operation, including budgeting, inventory control, and financial management to achieve sales and expense goals.
- Supervised, trained, and developed a team of 30+ employees, ensuring high performance, efficiency and excellent customer service.
- Managed team member scheduling, payroll approvals, and performance evaluations to maintain workforce productivity and accountability.
Education
High School Diploma - General Education
Academy of Our Lady of Guam / Asmuyao Community School
01.2010
Skills
- Hospitality and customer service expertise
- Problem resolution and critical thinking
- Quality assurance and process improvement
- Time management strategies
- Microsoft Office (Word, Excel, Powerpoint)
- Budgeting and financial management
- Business development and negotiation skills
- Strategic planning and logistics management
- Leadership and management
- Clerical experience and documentation review
- Profit & loss analysis
- Administrative experience in office management
- Event planning and project management
- Cash handling and payroll
Certification
- Retail Management Academy
- ServSafe Manager Certification
- Food Handler Certification
Timeline
Customer Service Representative
SMUD
03.2025 - Current
Restaurant Manager
Hard Rock Hotel and Casino Sacramento
02.2023 - 03.2025
Merchandise Assistant
IP&E Holdings, LLC
04.2022 - 06.2022
Store Manager
Army & Airforce Exchange Service
08.2019 - 01.2022
High School Diploma - General Education
Academy of Our Lady of Guam / Asmuyao Community School
Awards
Hard Rock Hotel & Casino Sacramento - Platinum Producer of the Year 2024