Malena Pacheco
Tampa,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Service Desk
USF
05.2023 - Current
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Hostess
Roccos Tacos
10.2022 - 02.2023
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Completed daily side work and opening and closing duties without fail.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Input orders accurately into POS terminal, split bills and accepted payments.
Twin Peaks Girl (Server)
Twin Peaks
05.2022 - 09.2022
- Provide great service, take orders, maintain high level of appearance and beauty standards, upsell food items, extensive knowledge of food and drink menus, talking to customers and maintaining conversation
- 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.
- 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.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Education
Marketing
University of South Florida
Tampa, FL12.2024
Skills
- Interactive Communication Skills
- Microsoft Office
- Microsoft Word
- Microsoft Powerpoint
- AutoCAD
- Revit
- Time management
- Basic math
- Customer service
- Microsoft Excel
- Administrative Experience
- OpenTable
Certification
CPR Certification
Food Handler Certification
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Affiliations
Sigma Lambda Gamma National Sorority Inc.
Timeline
IT Service Desk
USF
05.2023 - Current
Hostess
Roccos Tacos
10.2022 - 02.2023
Twin Peaks Girl (Server)
Twin Peaks
05.2022 - 09.2022
Marketing
University of South Florida
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