Julia Santos
Lehigh Acres
Summary
Personable team member and dedicated professional with experience in a variety of fields such as a call center agent, a barista, a hostess and more, excelling in customer service and conflict mediation. Recognized for enhancing customer loyalty through personalized solutions and efficient problem-solving. Proven ability to manage time effectively while maintaining a clean workspace and fostering a positive team environment. Fluent in Spanish, enhancing communication with diverse clientele.
Overview
5
5
years of professional experience
Work History
Barista
Starbucks
4450 Fowler St, Fort Myers
11.2024 - 03.2025
- 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.
- Cleaned counters, machines, utensils, and seating areas daily.
- Controlled line and crowd with quick, efficient service.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
Customer Service Representative
Alta Resources
13180 Paul J Doherty Pkwy, Fort Myers
10.2023 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Hostess
LALA
2324 Central Ave, St. Petersburg
07.2023 - 08.2023
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Seated patrons based on guest preferences and seating availability.
- Backed up servers by checking on tables and retrieving items for guests.
Customer Service Representative
Alta Resources
13180 Paul J Doherty Pkwy, Fort Myers
10.2022 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Barista
Dunkin
8291 Dani Dr, Fort Myers
07.2021 - 08.2022
- Maintained a clean and organized workspace for optimal productivity and safety.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
Substitute Teacher
New Life Assembly Academy
5146 Leonard Blvd S, Lehigh Acres
06.2020 - 12.2020
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
- Supervised lunchroom and recess activities.
- Built relationships with students, parents, and colleagues to promote a positive environment.
- Enforced school and class rules to maintain order in classroom.
- Monitored student behavior and administered discipline as needed.
Education
High School Diploma -
Lehigh Senior High School
901 Gunnery Rd N, Lehigh Acres05-2021
Skills
- Time management
- Friendly and outgoing
- Attention to detail
- Team player
- Conflict mediation
- Multitasking
- Workstation maintenance
- Problem-solving
- Adaptive and creative
- POS systems
- Performance improvement
- Fluent in Spanish
Timeline
Barista
Starbucks
11.2024 - 03.2025
Customer Service Representative
Alta Resources
10.2023 - 05.2024
Hostess
LALA
07.2023 - 08.2023
Customer Service Representative
Alta Resources
10.2022 - 05.2023
Barista
Dunkin
07.2021 - 08.2022
Substitute Teacher
New Life Assembly Academy
06.2020 - 12.2020
High School Diploma -
Lehigh Senior High School