LUZ SANTIBANEZ
Golden,CO
Summary
Dynamic and dependable team member with over 5 years of experience in customer service, adept at fostering positive customer relationships and collaborating effectively across departments. Proven expertise in efficiently processing transactions and balancing cash drawers, ensuring accuracy and reliability in all sales activities. Recognized as a Customer-Focused Cashier Team Lead, consistently delivering exceptional guest service while demonstrating a strong work ethic. Equipped with excellent problem-solving abilities and outstanding communication skills, dedicated to addressing customer inquiries and enhancing overall satisfaction.
Overview
26
26
years of professional experience
Work History
Billing Coordinator
Ryder
07.2021 - Current
- Responsible for monitoring the incoming and outgoing traffic of all commercial, private and vendor vehicles to ensure the facility remains secured.
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with customers to resolve disputes.
- Responded to customer concerns and questions on daily basis.
Host/cashier
Monarch Casino Black Hawk
03.2017 - 11.2020
- Operated cash register, collected payments and provided accurate change. Helped customers find specific products, answered questions and offered product advice. Trained new team members in cash register operation, stock procedures and customer service. Worked closely with front-end staff to assist customers and maintain satisfaction levels. Properly verified customer identification for alcohol or tobacco purchases.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Completed daily side work and opening and closing duties without fail.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Backed up servers by checking on tables and retrieving items for guests.
- Seated patrons based on guest preferences and seating availability.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Advised customers about special offerings and menu items to help drive sales.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Delivery Courier
American Expediting
07.2016 - 02.2017
- Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
- Followed company policies and procedures during shift.
- Safely loaded items into delivery vehicle to minimize damage while in transit.
- Drove safely at all times to avoid accidents and harm.
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Verified package information to check for accuracy and completeness.
Waitress
Saratoga Casino Black Hawk
03.2013 - 05.2015
- Educated guests on daily specials and appetizers, entrees, desserts and other menu items. Served plated dinners, buffet-style dinners and passed hors d'oeuvres for parties. Prepared salads, appetizers and set up garnish stations to assist kitchen staff. Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests. Assisted kitchen staff with food counts by determining number of items required for complete service. Maintained accuracy while handling payments, giving change and printing receipts to customers. Arranged place settings with fresh tablecloths, tableware and flowers to beautify table. Stocked server areas with supplies before, during and after shifts to boost performance of serving staff. Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales. Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Inspected dishes and utensils for cleanliness.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
CSR/Dispatcher
Metro Taxi Cab
03.2008 - 05.2011
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Bakery Clerk
Walmart
02.2004 - 07.2005
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- 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.
Associate Tester
EchoStar
09.1999 - 07.2000
- Downloaded software on components using power drill to remove covers for downloading, keeping a clean and safe work area.
- Collaborated with QA team to test software quality through manual and automated testing.
Education
High School Diploma -
East High School
Denver, CO05.2000
Skills
- Interest calculations
- Dispute resolution
- Document review
- Data entry proficiency
- Payments experience
- Attention to detail
- Client relationship management
- Decision-making
- Relationship building
- Team collaboration
- Conflict resolution
- Verbal and written communication
- Customer engagement
Languages
Spanish
Native or Bilingual
Timeline
Billing Coordinator
Ryder
07.2021 - Current
Host/cashier
Monarch Casino Black Hawk
03.2017 - 11.2020
Delivery Courier
American Expediting
07.2016 - 02.2017
Waitress
Saratoga Casino Black Hawk
03.2013 - 05.2015
CSR/Dispatcher
Metro Taxi Cab
03.2008 - 05.2011
Bakery Clerk
Walmart
02.2004 - 07.2005
Associate Tester
EchoStar
09.1999 - 07.2000
High School Diploma -
East High School