Kassandra Vela
Laredo,Texas
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Experienced customer service representative with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs. Seasoned Customer Associate with 12 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
12
12
years of professional experience
Work History
Level 2 Security Guard
Deployed Resources
07.2024 - Current
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Completed full building and grounds patrols to spot and investigate concerns.
- Checked and verified photo identification prior to granting facility access.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Supplies direction, leadership, instruction, and guidance to a team of people in order to accomplish a specific goal or set of related goals.
Server
Texas Roadhouse Restaurant
08.2023 - 11.2024
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Inspected dishes and utensils for cleanliness.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Processed orders and sent to kitchen employees for preparation.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Server
RMH Franchise
01.2023 - 08.2023
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Customer Service Representative
Connexus Resource Group
12.2022 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Server
Olive Garden
12.2012 - 12.2022
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Licensed Telesales Agent
Concentrix
08.2016 - 02.2017
- Built relationships with customers using strong persuasion and active listening skills.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Answered calls, took messages, and transferred calls to correct individuals.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Completed daily cold calling and outreach to build sales pipeline.
- Recorded and updated customer information in online systems.
- Followed up with customers to solicit further sales.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Recorded contact information of customers and potential customers in internal database.
- Completed daily and weekly sales reporting using assigned tools.
- Informed current and prospective customers of promotions and new or upgraded products.
- Asked pertinent questions to understand customer requirements.
- Qualified leads and set up customer appointments for outside sales team.
- Conducted database research to identify potential leads and determine contact information.
- Educated customers on product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Utilized sales techniques to build customer interest and close sales.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
Education
Certified Medical Administrative Assistant - Medical Administration
Laredo Community College
Laredo, TX12.2022
High School Diploma -
Wahiawa Community School
Wahiawa, HI12.2012
Skills
- High-Volume Dining
- Menu Memorization
- Wine Pairings
- Wine Service
- Cash Handling
- Dining Customer Service
- Check Payment Processing
- Order Accuracy
- Quality Control
- Food Preparation and Safety
- Dish Preparation
- Assist Customers
- Sales Expertise
- Order Supplies
- Price Memorization
- Train Employees
- Special Dietary Requirements
- Guest Relations Management
- Food Sales and Promotion
- Dining Area Maintenance
- Seating Assignment Preparation
- Process Payments
- Suggestive Selling
- Stocking and Replenishing
- To-Go Order Preparation
- Bill Computation
- Table Setting Arrangements
- Food and Beverage Pairings
- Age Verification
- Food Safety Oversight
- Pos Operation
- Control of Expenses
- Wine and Liquor Service
- Hospitality Service Expertise
- Ordering Procedures
- Plates Presentation
- High-Energy and Stamina
- Menu Item Recommendation
- Active Listening
- Negotiation
- Persuasion
- Troubleshooting
- Speaking
- Monitoring
- Systems Analysis
- Technology Design
- Course Suggestions
- Complex Problem-Solving
- Management of Personnel Resources
- Learning Strategies
- Natural Leadership
- Performance Improvement
- Sales Techniques
- Service Prioritization
- Report Creation
- Customer Relations
- Report Preparation
- Account Management
- Microsoft PowerPoint
- Credit Card Payment Processing
- Microsoft Excel
- Retail Sales Customer Service
- Microsoft Word
- Order Fulfillment
- Senior Leadership Support
- System Implementation
- Closing Sales
- Sales and Upselling
- Delivery Scheduling
- Schedule Mastery
- Medical Terminology Knowledge
- First-Tier Technical Support
- Surveillance
- Customer service
- Patrol
- Attention to detail
- Critical thinking
- Conflict resolution
- Incident reports
- Security management
- Access control
- Emergency situations
- Leadership
Languages
Spanish
Native or Bilingual
Timeline
Level 2 Security Guard
Deployed Resources
07.2024 - Current
Server
Texas Roadhouse Restaurant
08.2023 - 11.2024
Server
RMH Franchise
01.2023 - 08.2023
Customer Service Representative
Connexus Resource Group
12.2022 - 08.2023
Licensed Telesales Agent
Concentrix
08.2016 - 02.2017
Server
Olive Garden
12.2012 - 12.2022
Certified Medical Administrative Assistant - Medical Administration
Laredo Community College
High School Diploma -
Wahiawa Community School
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