Summary
Overview
Work History
Education
Skills
Extracurricular Activities
Training
Timeline
Generic

Kyana Orellana

Daly City,CA

Summary

Highly motivated and people-centric professional with extensive knowledge in creating a world-class customer experience. Strategic thinker incorporating a collaborative work style and willingness to try new things that drive results in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Recreation Leader

City of Brisbane Parks and Recreation
05.2019 - Current
  • Oversee care and safety of children ages 3 through 16
  • Rotational preschool teacher
  • Create marketing advertisements, social media videos, and flyers for city events, posted on Instagram and Facebook
  • Oversee the Leaders in Training Program for teens ages 11-16
  • Create programs, activities, and games for camp, preschool, and after-school care
  • Orchestrate festivals, carnivals, concerts, and parades for over 400 guests.
  • Develop positive and productive relationships with kids, parents and staff.

Customer Service/Service Experience Representative

Nordstrom
01.2019 - 05.2019
  • Assisted customers with returns and online orders to create a seamless and friendly experience
  • Followed well-defined cash handling procedures which reduced risk of cash loss
  • Prevented fraudulent activity store-wide by streamlining policies and procedures
  • Handled escalated calls professionally, defusing tense situations while providing optimal resolutions for clients involved.
  • 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.

Men's and Kid's Department Sales Associate and Customer Service/Service Experience Representative

Nordstrom Rack
10.2017 - 01.2019
  • Verified, recorded, and transacted all incoming online product returns in a practical and efficient manner
  • Resolved customer issues and answered questions to ensure a positive customer experience
  • Developed comprehensive knowledge of multiple product lines within assigned department for more effective selling techniques.
  • Conducted regular price audits to ensure consistent pricing across all products within department.
  • Provided attentive service to customers, fostering strong relationships and promoting return business.
  • Utilized product knowledge to upsell items when appropriate, boosting overall department revenue.
  • Contributed to storewide sales goals by consistently meeting or exceeding individual targets as a Department Sales Associate.
  • Consistently received praise from management for going above-and-beyond in assisting customers, leading to a reputation as a top-performing associate.

Sales Associate, Cashier Lead

Shoe Palace
11.2016 - 06.2017
  • Excelled in sales, top seller from January to June
  • Implemented product placement to create an enjoyable shopping experience
  • Operated cash register, managed financial transactions, and balanced drawers.

Education

Bachelor of Science - Marketing

San Francisco State University
San Francisco, CA
08.2021

Skills

  • Sales
  • Customer Service
  • Organization
  • Problem Solving
  • Communication
  • Detail-Oriented
  • Relationship Building
  • Time Management
  • Team Leadership
  • Social Media
  • Event Planning
  • Collaboration
  • Creativity
  • Calm and Professional Under Pressure

Extracurricular Activities

  • Member, musical director, social media manager, and treasurer of an all-women band, Agua Pura (2021-2023)
  • Performed at Carnaval San Francisco (2012, 2013, 2014, 2015, 2017, 2022)
  • Trumpet Coach for El Camino High School (2015-Present)

Training

  • Bloodborne Pathogens, 2023
  • Heat Illness Prevention, 2023
  • CPR Certified, 2022
  • First Aid Certified, 2022
  • Certified Mandated Reporter, 2020

Timeline

Recreation Leader

City of Brisbane Parks and Recreation
05.2019 - Current

Customer Service/Service Experience Representative

Nordstrom
01.2019 - 05.2019

Men's and Kid's Department Sales Associate and Customer Service/Service Experience Representative

Nordstrom Rack
10.2017 - 01.2019

Sales Associate, Cashier Lead

Shoe Palace
11.2016 - 06.2017

Bachelor of Science - Marketing

San Francisco State University

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Kyana Orellana