Jonasthy Palacio Santana
Lynn,MA
Summary
Detail-oriented with experience in customer service and supervising. Successful team leader with deep knowledge of hiring and training protocols. Poised professional with extensive practice using conflict resolution techniques to drive smooth operations. Hardworking and reliable with strong abilities. Highly organized, proactive, and punctual with a team-oriented mentality.
Overview
3
3
years of professional experience
Work History
MBTA Training Supervisor
Block by Block
Boston, MA
01.2024 - Current
- Responsible for managing shift duties and answering questions to ambassadors while ensuring compliance with all Block by Block standards, best practices, procedures, and policies.
- Responsible to communicate and lead daily shift briefings while assigning duties and zones, reviewing events, weather and safety updates to Ambassador
- Provide incident reports and inquiries of the ambassador to the manager of respective department.
- Maintain accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Create new strategies for improving customer service standards within the organization.
- Resolve customer complaints in a timely manner while ensuring customer satisfaction.
- Maintain positive working relationship with fellow staff and management.
MBTA Transit Ambassador
Hire Partnership
Boston, MA
03.2023 - Current
- Greet passengers and provide customer service assistance.
- Maintain records of daily activities including incidents reported by customers or staff members.
- Communicate effectively with dispatchers and supervisors via two-way radio systems and other technologies.
- Response to emergency situations such as medical emergencies, fires, accidents.
- Conduct fare inspections and assist with fare vending machines.
- Report maintenance issues related to the station, fare machines, and other utilities to appropriate personnel.
- Provide information to passengers regarding routes, schedules, fares, transfers, and other services.
- Monitore passenger behavior to ensure safe and secure environment on board vehicles.
- Handle customer complaints in a professional manner while resolving conflicts quickly.
- Helpe disabled passengers board trains safely using bridgeplates.
Supervisor
Demoulas Super Market Basket
Salem, MA
04.2021 - 03.2023
- Develop good customer relationships.
- Address employee and customer concerns.
- Provide direction staff.
- Participate in the recruitment process
- Ability to hire and train staff.
- Verify employee schedules and ensure new hires understand their roles and duties.
- Handle phone calls regarding complaints and questions about orders or further escalations regarding services or products.
- Liaise between managers, customers, and employees.
- Fill in for the manager in times of absence.
- Maintain facility compliance with health codes, and sanitation requirements.
- Troubleshoot POS system.
Education
Some College (No Degree) - Civil Engineering
Voronezh State University
Some College (No Degree) - Accelerated Business Administration And Accounting
North Shore Community College
Lynn, MASkills
- 3 years of customer service experience
- Outgoing personality
- Trilingual speaker
- Disability Awareness
- Safe serving knowledge
- Staff training and development
- Flexible
- Problem-Solving
- Recruitment and hiring
- Marketing and sales experience
- De-Escalation Techniques
- Document and Records Management
- Computer Skills
- Schedule development
- Employee Motivation
Reason For Leaving
Professional growth opportunity
Languages
- English
- Spanish
- Russian
Accomplishments
- Awarded for my professionalism and customer service activities.
Languages
English
Full Professional
Spanish
Native/ Bilingual
Russian
Professional
References
References available upon request.
Timeline
MBTA Training Supervisor
Block by Block
01.2024 - Current
MBTA Transit Ambassador
Hire Partnership
03.2023 - Current
Supervisor
Demoulas Super Market Basket
04.2021 - 03.2023
Some College (No Degree) - Civil Engineering
Voronezh State University
Some College (No Degree) - Accelerated Business Administration And Accounting
North Shore Community College