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
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
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
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
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
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
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
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