Jiovanni Fragosa
Valrico
Summary
Customer service professional with extensive experience in call centers, in-person environments, and food service. Proven leadership skills as a Supervisor, with expertise in training, team performance improvement, and conflict resolution. In addition, an enthusiastic food service professional, dedicated to maintaining high industry standards and enhancing the business's reputation through excellent service and positive customer interactions. With years of experience in supervising, customer support, client relations and hospitality I excel at identifying solutions and ensuring complete satisfaction.
Overview
6
6
years of professional experience
Work History
Shift Lead
Panda Express
Brandon
02.2025 - Current
- Directed daily operations, ensuring high-quality food preparation and exceptional customer service.
- Supervised and motivated team to maintain operational efficiency and uphold company standards.
- Handled customer inquiries and resolved complaints to enhance satisfaction and retention.
- Managed inventory and monitored food safety protocols to comply with health regulations.
Host Supervisor
PetSuites of America
Bloomingdale
06.2023 - 01.2025
- Oversaw front-end operations, managing client check-ins, reservations, and inquiries via phone and email.
- Conducted in-house tours to showcase services and packages to potential customers.
- Supervised and trained team of 9 employees to ensure seamless daily operations.
- Managed backend operations, including feeding schedules, medication administration, and cleaning tasks.
- Represented company at outdoor events, promoting services and enhancing brand visibility.
- Collected customer feedback, documented complaints, and assisted with initial interview process for hiring.
Crew Lead / Server
Hummus House
Bethlehem
09.2020 - 05.2023
- Delivered exceptional customer service by assisting guests with order placement and payment.
- Ensured prompt delivery of food and beverages while addressing customer inquiries.
- Assisted in food preparation and restocking to maintain operational efficiency.
- Managed Smoothie Station, creating and promoting innovative smoothie flavors.
- Processed phone and online orders via DoorDash, ensuring accuracy and timeliness.
- Achieved team success by efficiently completing assigned tasks.
- Assisted in conducting inventory counts for food products and beverage supplies.
- Verified order accuracy prior to serving customers.
Customer Care Representative
Rooms To Go Corporate Office
Seffner
12.2018 - 07.2020
- Handled over 90 inbound calls daily, providing product knowledge and assistance.
- Cultivated customer relationships through high-level sales support and inquiry resolution.
- Managed customer complaints by de-escalating tense situations and ensuring retention.
- Collected feedback to recommend improvements for services and products.
- Provided order updates and tracked deliveries to enhance customer satisfaction.
Education
High School Diploma -
Durant High School
Plant City, FL05-2018
Skills
- Supervisory experience
- Customer service excellence
- Organizational and communication skills
- Team collaboration
- Empathy and patience
- Adaptability
- Emotional intelligence
- Technological proficiency
- Problem solving
- Call center operations
- Conflict resolution
- Attention to detail
- Sales expertise
- Customer relations management
- Time management and multitasking
- Active listening skills
- Food safety practices
Languages
English
Full Professional
References
References available upon request.
Timeline
Shift Lead
Panda Express
02.2025 - Current
Host Supervisor
PetSuites of America
06.2023 - 01.2025
Crew Lead / Server
Hummus House
09.2020 - 05.2023
Customer Care Representative
Rooms To Go Corporate Office
12.2018 - 07.2020
High School Diploma -
Durant High School
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