Layla Pena
Lawrenceville,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer, production, and organizational goals. Also, a dynamic retail professional with a proven track record at Goodwill, excelling in client support and cash management. Recognized for enhancing customer loyalty through effective problem resolution and building strong relationships. Detail-oriented and results-driven, consistently achieving sales targets while maintaining high standards in store operations and teamwork.
Overview
4
4
years of professional experience
Work History
Retail Sales Associate
Goodwill
08.2023 - 09.2025
- Greeted and Assisted customers in selecting products based on needs and preferences, as well as providing product information and resolve inquiries.
- Maintained clean and organized sales floor to enhance shopping experience.
- Operated point-of-sale systems for accurate transactions and customer service.
- Supported inventory management by restocking shelves and conducting counts.
- Collaborated with team members to achieve daily sales goals and targets.
- Learned company policies and procedures to ensure compliance in operations.
- Participated in training sessions to enhance product knowledge and sales techniques.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Trained new employees in sales techniques and store procedures, improving team effectiveness.
- Implemented feedback from customer surveys to enhance shopping experience.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Selected to be the Safety Ambassador, attend safety monthly meetings, and represent our store in the Lawrenceville district.
Picker Packer
Alcon Through TRC Staffing
08.2022 - 01.2023
- Operated hand-held scanners to accurately track inventory and shipments.
- Assembled and packed orders with attention to detail and efficiency.
- Maintained cleanliness and organization of work area to meet safety standards.
- Collaborated with team members to streamline packing processes for improved workflow.
- Conducted quality checks on products before shipment to ensure accuracy and compliance.
- Trained new staff on operational procedures and effective packing techniques.
- Assisted in inventory management by conducting regular stock counts and reporting discrepancies.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Consistently met daily quotas while maintaining high-quality standards in product handling during the picking process.
- Demonstrated ability to multitask while maintaining attention to detail, resulting in more accurate order fulfillment rates over time.
- Demonstrated adaptability during peak season periods by quickly adjusting to increased workloads and demands.
- Maintained timely updates on workload progress through effective communication with supervisors.
- Streamlined warehouse operations through efficient organization of products and inventory management.
- Facilitated smooth workflow between departments by communicating effectively with coworkers and supervisors on order statuses or changes.
- Followed orders precisely for correct items, sizes and quantities.
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
- Safely and securely loaded items to prevent damage during transport.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Recorded daily activities for inventory control.
- Pre-assembled containers to be easily selected by packing associates.
- Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
Server
Taco Mac Restaurant
05.2021 - 06.2022
- Provided exceptional customer service ensuring satisfaction and repeat business.
- Managed food and beverage orders efficiently, maintaining accuracy and speed during peak hours.
- Assisted in training new staff on menu items and service protocols to enhance team performance to provide guidance on restaurant standards and best practices.
- Collaborated with kitchen staff to streamline order preparation and delivery processes.
- Implemented cleanliness standards across dining areas, contributing to positive guest experiences.
- Resolved customer complaints promptly, fostering a welcoming atmosphere for patrons.
- Maintained knowledge of menu changes, promotions, and specials to effectively upsell items.
- Coordinated with management to optimize floor plans for special events, improving service flow.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Processed orders and sent to kitchen employees for preparation.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Checked guests' identification before serving alcoholic beverages.
- Inspected dishes and utensils for cleanliness.
Education
High School Diploma -
Central Gwinnett High School
Lawrenceville, GA05-2017
Skills
- Client support
- Cross-functional teamwork
- Effective problem resolution
- Teamwork and collaboration
- Prioritization and scheduling
- Cash management
- Consistent reliability
- Retail sales
- Daily store readiness and security
- Transaction processing expertise
- Building professional connections
- Stock management and logistics
- Store operations proficiency
- Professional phone communication
- Point of sale system management
- Skilled in conflict mediation
- Clear verbal and written communication
- Risk management in retail
- Proficient in bilingual communication
- Detail-oriented approach
- Interpersonal relationship management
- Results-oriented
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Retail Sales Associate
Goodwill
08.2023 - 09.2025
Picker Packer
Alcon Through TRC Staffing
08.2022 - 01.2023
Server
Taco Mac Restaurant
05.2021 - 06.2022
High School Diploma -
Central Gwinnett High School