Thalia Gersten
13906 Fernleaf Way, Carmel,IN
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
Work History
Manager
Taco Bell
02.2018 - 03.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
Front Office Reservation
Rincon Beach Resort
03.2014 - 07.2016
- Answered incoming phone calls and developed friendly rapport with callers while answering questions regarding availability and pricing, making recommendations, leading conversations to bookings for our busy 112 room hotel.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Worked closely with front desk to achieve full occupancy of property.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Cosmetic Counter Manager
Perfumeria Paris
01.2012 - 04.2014
- Planned and prepared for special events.
- Managed difficult or delicate customer interactions with politeness and professionalism, reaching resolutions promptly and according to store policies.
- Circulated department to promptly and politely welcome customers and engage in conversation to assess needs.
- Arranged merchandise to present visually appealing displays and attract clientele. Created gift baskets to suit holiday gift giving
- Protected store assets and inventory via loss prevention procedures.
- Offered make-up tips and tutorials.
- Fragrance sales of major labels ie: YSL, Giorgio Armani, Ralph Lauren amongst others.
Fine Jewelry Sales Associate
JCPenney
02.2011 - 06.2012
- Informed customers of current store promotions to encourage additional sales purchases.
- Increased sales and customer satisfaction through personalized servicing.
- Completed store opening and closing procedures as per company guidelines.
- Managed efficient cash register operations. Oversaw and processed payments made by credit, debit cards and cash.
- Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Opened JC Penny credit lines.
- Met daily quotas.
Sales Associate
Target
06.2009 - 08.2011
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to build rapport and loyalty.
Education
Bachelor of Science - Criminal Justice
Universidad Interamericana De PR
Aguadilla, PR05.2006
Skills
- Effective Planning
- Office Administration
- POS Systems
- Records Maintenance
- Time Management
- Listening Skills
- Customer Service Management
Languages
Spanish
Native or Bilingual
Timeline
Manager
Taco Bell
02.2018 - 03.2020
Front Office Reservation
Rincon Beach Resort
03.2014 - 07.2016
Cosmetic Counter Manager
Perfumeria Paris
01.2012 - 04.2014
Fine Jewelry Sales Associate
JCPenney
02.2011 - 06.2012
Sales Associate
Target
06.2009 - 08.2011
Bachelor of Science - Criminal Justice
Universidad Interamericana De PR
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