Jean Ferrera
Indianapolis,IN
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Support Associate
Citizens Energy Group
12.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Responded to customer requests for products, services, and company information.
- Conducted regular self-assessments of performance, seeking opportunities to expand skillset through ongoing training and development programs.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Streamlined company processes with the implementation of new support software tools.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
Coffee Barista
Starbucks
07.2021 - Current
- Greeted customers, took orders, and answered questions about menu items.
- Prepared hot and cold coffee drinks according to customer specifications.
- Maintained cleanliness of work area, including counters and equipment.
- Restocked supplies such as cups, lids, straws, syrups and other beverage ingredients.
- Checked temperatures of coffee brewing equipment regularly.
- Operated cash register to process payments from customers.
- Assisted in preparing food items such as sandwiches and pastries for customers.
- Followed all safety regulations when handling hot beverages or machinery.
- Completed opening and closing duties such as cleaning the store before leaving each day.
- Provided excellent customer service by addressing customer complaints promptly and professionally.
- Monitored expiration dates on products to ensure freshness of product served to customers.
- Performed maintenance tasks such as descaling espresso machines and sanitizing surfaces.
- Created attractive displays of products for sale at the counter area.
- Ensured that beverages were prepared correctly using standardized recipes.
- Developed a working knowledge of different types of coffees and teas available in the shop.
- Replenished condiments such as sugar packets, creamers, stir sticks, throughout shift.
- Contributed ideas on how to improve operational efficiency within the cafe setting.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Greeted guests with pleasant smile and superior customer service.
- Protected customers by regularly cleaning and sanitizing work areas and equipment.
- Gave details on coffee blends and preparation descriptions to customers.
- Supported highest standards of conduct and service to support company reputation.
- Hosted coffee and tea tastings to showcase seasonal items and boost sales opportunities.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Collected payments and provided accurate change.
- Followed health, safety and sanitation guidelines to pass state inspections.
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Memorized official and off-menu coffee and tea preparations.
- Described menu items to customers and suggested products based on stated preferences.
- Maintained calm demeanor during high-volume periods and special events.
- Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
- Created complex, hand-crafted beverages based upon customer preferences.
- Stocked customer service stations with paper products or beverage preparation items.
- Prepared and served hot or cold beverages.
- Utilized POS system to receive and process customer payments.
- Described menu items to customers and suggested appealing products.
- Provided customers with product details, coffee blends and preparation descriptions.
- Utilized coffee maker, espresso machine and French press to prepare coffee.
- Washed and cleaned coffee maker, french press and espresso machine to remove mineral and hard water deposits.
- Demonstrated techniques on using multiple beverage machines with new team members.
- Wrapped, labeled and dated food items for sale.
- Recommended pastries and sandwiches to pair with customers' beverages.
- Weighed, ground and packed coffee beans for customer purchase.
Sales Associate
TJ Maxx, TJX Companies
03.2021 - 03.2021
- Greeted customers and provided exceptional customer service.
- Maintained up-to-date knowledge of store merchandise and policies.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Helped customers find specific products, answered questions and offered product advice.
- Worked with fellow sales team members to achieve group targets.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Organized store by returning merchandise to proper areas and restocked displays.
- Ticketed, arranged and displayed merchandise to promote sales.
Education
High School Diploma -
George Washington Community High School
Indianapolis, IN06.2011
Skills
- Quality Standards
- Coffee Grinding
- Quality Assurance
- Display Maintenance
- Beverage Preparation
- Menu Memorization
- Cash Handling
- Active Listener
- POS System Operation
- Friendly and Outgoing
- Team Player
- Fluent in English & Spanish
- Exceptional Customer Service
- Desktop support
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking
- Reliability
- Active Listening
- Decision-Making
- Relationship Building
- Friendly and Patient
- Team building
- Self Motivation
- Highly Professional
- Customer Communication and Empathy
- Continuous Improvement
Accomplishments
- Recognized as Employee of the Partner of the Quarter for outstanding performance and team contributions.
Affiliations
- Coffee Master
Certification
- Coffee Master Courses - 2023
- Partner of The Quarter - 2022
Timeline
Customer Support Associate
Citizens Energy Group
12.2023 - Current
Coffee Barista
Starbucks
07.2021 - Current
Sales Associate
TJ Maxx, TJX Companies
03.2021 - 03.2021
High School Diploma -
George Washington Community High School