Johanna Orellana
Royersford ,PA
Summary
Dynamic customer service professional with a proven track record at Kids 'n Kribs, excelling in problem-solving and teamwork. Skilled in managing high-pressure situations while fostering positive customer relationships. Adept at cash handling and maintaining operational efficiency, consistently enhancing customer satisfaction and loyalty through attentive service and effective communication.
Overview
2026
2026
years of professional experience
Work History
Sales Associate
Kids 'n Kribs
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
Cashier Team Lead
Fridas Mexican Taqueria
03.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Helped customers complete purchases, locate items, and join reward programs.
Call Center Representative
OLDIES
12.2020 - 03.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Met customer call guidelines for service levels, handle time and productivity.
Barista
Le Pain Quotidian
09.2018 - 06.2019
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Education
Wilson High School
Reading, PASkills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
- Listening skills
- Multi-tasking strength
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Cashier Team Lead
Fridas Mexican Taqueria
03.2022 - Current
Call Center Representative
OLDIES
12.2020 - 03.2024
Barista
Le Pain Quotidian
09.2018 - 06.2019
Sales Associate
Kids 'n Kribs
Wilson High School
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