Josianne Gilabert Gutierrez
Summary
With excellent interpersonal skills and a genuine interest in providing outstanding service, eager to develop and grow in a hospitality setting. Contributing a strong understanding of guest needs and preferences, along with organizational and communication skills. Ready to utilize and further enhance customer service and problem solving abilities in a position role. Offering a positive attitude and a strong desire to learn and grow in all customer service environments, delivering the ability to quickly grasp new concepts and apply problem-solving skills effectively. Demonstrating the ability to connect with customers and facilitate positive interactions, committed to applying these skills in a dynamic and collaborative setting.
Overview
5
5
years of professional experience
Work History
Concierge
Beacon Hill
02.2021 - 06.2021
- Provided a professional customer service to diverse clientele, creating an atmosphere of inclusivity and respect among the residents, their friends/families and all other coworkers and administration.
- Assisted guests with special needs or requests, showing empathy and understanding in every interaction to be able to provide a comfortable setting.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with a timely and professional response via phone, email and in-person interactions.
- Offered friendly and efficient service to customers, handled challenging situations with ease and organization.
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
- Coordinated transportation arrangements for the residents when they would like to go out with friends/family or personal reasons.
- Maintained detailed records of guest preferences to personalize their experience at Beacon Hill.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
Sales Associate
Kum & Go
09.2019 - 01.2020
- 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.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
Crew Member
McDonald's
03.2019 - 05.2019
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders in a timely manner.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided customer service by addressing concerns or issues promptly and professionally.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
- Trained new team members on procedures, customer service, and sales techniques.
- Operated cash register to ring up final bill and process various forms of payment.
- Prepared products following restaurant, health, and safety standards and procedures.
- Became familiar with products to answer questions and make suggestions.
- Assisted in reducing wait times by efficiently managing customer queues during peak hours.
- Ensured accurate order fulfillment with attention to details while assembling meals.
- Stocked shelves to organize aisles in assigned department.
Team Member
Chick-fil-A
05.2016 - 03.2017
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Developed strong cooperative relationships with coworkers and managers.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Operated register to process payments and collect cash payment for order totals.
- Worked different stations to provide optimal coverage and meet production goals.
- Addressed and resolved customer complaints in polite and professional manner.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Assisted with inventory counts and stocking of merchandise.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Assisted customers in selecting merchandise best suited to their needs and/or food allergies.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and teamwork.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
- Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
- Assisted in inventory management to prevent stock shortages.
- Achieved high level of customer service with thorough product knowledge and attentive assistance.
- Reduced wait times for customers by implementing more efficient checkout process.
- Maintained clean and orderly store environment, ensuring pleasant shopping experience for customers.
Education
High School -
Wheaton Warrenville South High School
Wheaton, IL05.2019
High School - undefined
Seminole High School
Seminole, FL11.2018
No Degree - Nursing
Rasmussen College
Romeoville, IL09-2026
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Professionalism and courtesy
- Team player
- Hospitality
- Detail-oriented approach
- Polite telephone etiquette
- Quality assurance
- Money handling
- Patience and empathy
- Listening and comprehension
- Bilingual
Languages
English - Fluent
Spanish - Fluent
Interests
- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- I enjoy listening to all genres of music and discovering new music yet to discover
- Enjoying the art of baking and pastry-making, experimenting with recipes
- I am passionate about balancing my physical health with mental and emotional wellness
- I really enjoy cooking as a therapeutic hobby, while also learning new cooking techniques and expanding my culinary skills
- Traveling is a big interest of mine to be able to incorporate myself in all types of cultures and explore different parts of the world
- Humanitarianism is a big interest of mine, I want to continue to involve myself including in volunteer work with all types of animal shelters and rescue organizations, homeless shelters, woman and family shelters Not just in the US but being able to become knowledgeable of different unfortunate circumstances that happen around the world, and what I can do to become more involved in any way
Timeline
Concierge
Beacon Hill
02.2021 - 06.2021
Sales Associate
Kum & Go
09.2019 - 01.2020
Crew Member
McDonald's
03.2019 - 05.2019
Team Member
Chick-fil-A
05.2016 - 03.2017
High School - undefined
Seminole High School
High School -
Wheaton Warrenville South High School
No Degree - Nursing
Rasmussen College
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