Karina Valdez Chang
Little Elm,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment.
Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers.
Dedicated to effective policy, procedures and service updates. Successful at organizing, assigning and overseeing work with a disciplined management style. Dedicated food service manager with over 10 years of experience overseeing staff and operations at different Restaurants Buussines and Fast Food Chains.
Versatile leader with skills in staff recruitment and leadership, business planning and marketing.
Quick-thinker with logical solutions to wide variety of issues in food service and Retail.
Food Service Manager and Retail Manager adept at optimizing department operations by maximizing efficiency, performance and cost controls.
Strong communicator and strategic planner with excellent conflict management abilities.
Built exceptional rapport with vendors to support consistent and favorable inventory replenishment. Experienced Restaurant Manager successful at overseeing high-volume, over $1.5 million dollar restaurant per year. Versed in planning daily operations.
Skilled at successfully overseeing staffing and inventory management. Highly-motivated employee with desire to take on new challenges.
Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
25
25
years of professional experience
1
1
Certification
Work History
General Manager of Food Service
Rosas Cafe
Fort Worth, TX
01.2005 - 09.2029
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created operational policies and procedures to ensure efficient operations, quality control, and safety standards.
- Coordinated with vendors to ensure proper supply of food items at competitive prices.
- Analyzed sales data to identify opportunities for growth.
- Trained and supervised staff members in all aspects of restaurant operations.
- Monitored daily financial transactions and prepared weekly reports for management review.
- Maintained a safe working environment by conducting regular inspections, enforcing safety regulations, and responding promptly to any hazards or accidents.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Ensured compliance with all local health codes, sanitation regulations, and company policies.
- Established effective communication between kitchen staff and wait staff to provide seamless service experience for guests.
- Scheduled staffing levels according to expected business volume on a daily basis.
- Managed inventory levels ensuring that adequate supplies are available at all times while minimizing waste.
- Implemented cost-saving measures throughout the organization without compromising quality of product or service delivery.
- Reviewed performance evaluations of employees on a regular basis in order to enhance their productivity levels.
- Organized promotional events such as special menus or discounts in order to attract more customers.
- Assessed training needs of personnel regularly and conducted necessary training programs.
- Conducted market research activities in order to stay abreast of industry trends.
- Performed administrative tasks including payroll processing, budgeting activities.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Responded to customer concerns efficiently, accurately and with detailed information.
- Hired and trained new food service personnel to maintain high productivity levels of staff.
- Managed inventory and rotated food products in storage to avoid spoilage and waste.
- Supervised portion control and quantities of preparation to minimize waste.
- Monitored actions of staff and customers to uphold health and safety standards.
- Reviewed daily task list with employees and assigned tasks for completion.
- Investigated and resolved customer complaints concerning food quality and service.
- Trained and mentored up to 60 new employees each quarter.
- Adhered to company food, safety, quality and sanitation policies.
- Reduced food waste by overseeing and planning ingredients, anticipated customers and popularity of items.
- Priced and ordered food products, kitchen equipment and food service supplies.
- Prepared and led food service training programs to teach staff various tasks.
- Performed frequent checks to maintain consistently high quality of food preparation and service.
- Coordinated maintenance and repair of food service equipment.
- Served customers by phone to take orders and answer product or service questions.
- Rotated and replenished products in display cases.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Coached staff on strategies to enhance performance and improve customer relations.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Trained new employees to perform duties.
- Delegated work to staff, setting priorities and goals.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Inspected dining and serving areas for cleanliness and proper setup.
- Explained goals and expectations required of trainees.
Customer Service Specialist Head Cashier
Lowes Home Improvment
Prosper, TX
12.2022 - 09.2023
- Greeted customers and provided excellent customer service.
- Operated cash register, handled payments, and maintained accurate records of transactions.
- Assisted customers with product selection and inquiries.
- Received and processed payment from customers.
- Organized merchandise displays to attract customers.
- Resolved customer complaints in a timely manner.
- Maintained cleanliness of work area and checkout counter.
- Balanced cash drawer at the end of each shift.
- Managed inventory levels by restocking shelves when necessary.
- Provided training to new employees on company policies and procedures.
- Reconciled discrepancies between cash register totals and actual amounts received.
- Processed returns and exchanges in accordance with store policy.
- Ensured compliance with safety regulations while handling money.
- Answered phone calls promptly and professionally.
- Assisted coworkers with tasks as needed.
- Utilized point-of-sale system to process sales transactions accurately.
- Communicated effectively with supervisors regarding any issues or concerns that arose during shifts.
- Upheld company standards for quality assurance throughout all aspects of customer service.
- Participated in team meetings to discuss strategies for improving customer experience.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Informed customers of in-store promotions or pricing specials.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Greeted customers and responded to informational requests.
- Delivered tactful discussions and diplomacy when responding to escalating situations.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Recommended, selected, located and obtained products to meet customer needs.
- Maintained cleanliness and presentation of stock room and production floor.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Collected credit card and cash payments to complete transactions for customer orders.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Answered phone calls to assist customers with questions and orders.
- Maintained work area and kept cash drawer organized.
- Counted and balanced cashier drawers.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Built and maintained productive relationships with employees.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Answered customers' questions and provided information on store procedures or policies.
- Processed customer payments quickly and returned exact change and receipts.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Remained aware of surroundings and secured cash to minimize loss potential.
- Offered customers carry-out service at completion of transaction.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Greeted customers promptly and responded to questions.
- Welcomed customers, offering assistance to help find store items.
- Assisted customers by providing information and resolving complaints.
- Scanned items and checked pricing on cash register for accuracy.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
Front End Manager
Lowes Home Improvment
Frisco, TX
05.2022 - 12.2022
- Resolved technical issues related to the front end development process.
- Monitored web traffic trends and user behavior analytics.
- Ensured cross-browser compatibility for all web applications.
- Evaluated customer feedbacks and identified areas for improvement in product design.
- Developed comprehensive documentation for each stage of the development process.
- Managed release schedules and ensured timely delivery of projects.
- Trained and managed a team of 5 front-end developers.
- Managed customer complaints and rectified issues to complete satisfaction.
- Managed cash flow of store, including cashier operations, bookkeeping and security.
- Reviewed employee performance and determined areas in need of improvement.
- Cultivated strong customer relations and developed effective customer service standards.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Put together schedule for floor staff according to skill sets and coverage needs.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Welcomed large volume of guests and improved overall customer service.
- Helped employees perform at peak productivity with morale-boosting programs and motivational techniques.
- Created and optimized employee schedules for shift coverage.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Collaborated with security staff and law enforcement on shoplifting and vandalism response.
- Oversaw shelf inventory and customer-focused loss prevention strategies.
- Created and directed robust training and mentoring strategies.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Promoted store loyalty program to increase customer engagement and drive consistent sales.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Paint Department Manager
Lowes Home Improvment
Frisco, TX
09.2021 - 05.2022
- Developed and implemented strategies to improve customer satisfaction, increase efficiency, and reduce costs in the Paint Department.
- Monitored inventory levels of paint products to ensure adequate stock was available for customers.
- Trained new employees on product knowledge, safety guidelines, and customer service standards.
- Ensured accuracy of pricing and labeling for all paint products in accordance with company policy.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Maintained accurate records of sales transactions and store receipts.
- Managed the daily operations of the Paint Department, including scheduling staff, assigning tasks, and maintaining a safe work environment.
- Created weekly reports detailing sales performance, inventory levels, and department expenses.
- Reviewed employee performance evaluations and provided feedback when necessary.
- Conducted regular meetings with staff to discuss issues related to the Paint Department such as policies or procedures.
- Analyzed market trends to identify potential opportunities for growth within the department.
- Assisted customers with their painting projects by providing helpful advice or tips.
- Identified areas of improvement within the department and developed action plans accordingly.
- Reviewed vendor invoices for accuracy prior to payment processing.
- Implemented promotional campaigns to drive sales volume in the Paint Department.
- Performed periodic audits of physical inventory counts against system data.
- Investigated discrepancies between actual inventory levels and system records.
- Provided guidance and support to team members regarding their job duties or responsibilities.
- Collaborated with other departments within the organization on cross-functional initiatives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
Customer Service Specialist Head Cashier
Lowes Home Improvment
Frisco, TX
09.2020 - 09.2021
- Greeted customers and provided excellent customer service.
- Operated cash register, handled payments, and maintained accurate records of transactions.
- Assisted customers with product selection and inquiries.
- Received and processed payment from customers.
- Organized merchandise displays to attract customers.
- Resolved customer complaints in a timely manner.
- Maintained cleanliness of work area and checkout counter.
- Balanced cash drawer at the end of each shift.
- Managed inventory levels by restocking shelves when necessary.
- Provided training to new employees on company policies and procedures.
- Reconciled discrepancies between cash register totals and actual amounts received.
- Processed returns and exchanges in accordance with store policy.
- Ensured compliance with safety regulations while handling money.
- Answered phone calls promptly and professionally.
- Assisted coworkers with tasks as needed.
- Communicated effectively with supervisors regarding any issues or concerns that arose during shifts.
- Upheld company standards for quality assurance throughout all aspects of customer service.
- Participated in team meetings to discuss strategies for improving customer experience.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Informed customers of in-store promotions or pricing specials.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Greeted customers and responded to informational requests.
- Delivered tactful discussions and diplomacy when responding to escalating situations.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Recommended, selected, located and obtained products to meet customer needs.
- Maintained cleanliness and presentation of stock room and production floor.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Collected credit card and cash payments to complete transactions for customer orders.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Answered phone calls to assist customers with questions and orders.
- Maintained work area and kept cash drawer organized.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Built and maintained productive relationships with employees.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
Cashier
Lowes Home Improvment
Frisco, TX
09.2020 - 09.2021
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Conducted price checks for special orders or discounts as requested by customers.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Learned roles of other departments to provide coverage and keep store operational.
- Helped with purchases and signed customers up for rewards program.
- Discounted purchases by scanning and redeeming coupons.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Used suggestive selling techniques to promote add-on sales.
- Greeted customers promptly and responded to questions.
Education
BBA - Electrical, Electronics Engineering Technologies
TECSUP
Peru07.2005
Skills
- Customer Service Excellence
- Workflow Optimization
- Front Office Administration
- One Call Resolution
- Call Monitoring
- Service Delivery Optimization
- Training and Mentoring
- Customer Relationship Management (CRM)
- Cash Handling
- Expertise in Sales
- Verbal and Written Communication
- Issue Resolution
- Schedule Management
- Team Building and Leadership
- Personnel Training and Development
- Persuasive
- Customer Relations
- Problem-Solving
- Team Building
- Hiring Procedures
- Team Development
- Cost Controls
- Staff Supervision
- Quality Control
- Operations Management
- Employee Supervision
- Recruitment
- Liquor Law Compliance
- Training and Onboarding
- Catering Services
- Sanitation
- Work Planning and Prioritization
- Cost Estimation
- Scheduling
- Anticipating Problems
- Delegating Assignments and Tasks
- Employee Performance Evaluations
- Workflow Planning
- Profit and Loss
- Reliable and Responsible
- Calm and Pleasant Demeanor
- Safe Food Handling
Languages
English
Full Professional
Spanish
Native/ Bilingual
Certification
- ServSafe
- TABC License - 2009
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Specialist Head Cashier
Lowes Home Improvment
12.2022 - 09.2023
Front End Manager
Lowes Home Improvment
05.2022 - 12.2022
Paint Department Manager
Lowes Home Improvment
09.2021 - 05.2022
Customer Service Specialist Head Cashier
Lowes Home Improvment
09.2020 - 09.2021
Cashier
Lowes Home Improvment
09.2020 - 09.2021
General Manager of Food Service
Rosas Cafe
01.2005 - 09.2029
BBA - Electrical, Electronics Engineering Technologies
TECSUP
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