Summary
Overview
Work History
Education
Skills
Certification
Timeline
Manager

Marilena Alvarado

Pingree Grove

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Manager

Dunkin Donuts
11.2024 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

Airport Customer Service Agent

American Airlines
03.2022 - 09.2024
  • Promotes and sells air travel to the traveling public or freight forwarder
  • Provides assistance with passenger check-in and cargo acceptance
  • Carefully documenting each reservation in efforts to keep itinerary up to date with current information
  • Greeted customers
  • Handled reservations
  • Resolved customer issues
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
  • Assisted customers with special needs, offering personalized support throughout their travel experience.
  • Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.

Bartender

Chingon BBQ
11.2021 - 04.2022
  • Handle Card and cash transactions
  • Serve food and beverages
  • Take carry out orders
  • Deliver positive customer service
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.

Mortgage Loan Coordinator

Mutual of Omaha Mortgage
03.2020 - 05.2021


  • Customer Service Experience
  • Worked on FHA, VA, Conventional, and VA IRRL loans
  • Directed phone calls to correct loan officers
  • Stayed in touch with borrowers as needed for documents and customer service
  • Order Appraisal, Flood Docs, Title, HOI, VOE, Payoff, and VOM
  • Improved customer satisfaction rates with timely and accurate loan application updates.
  • Contributed to a positive work environment by maintaining open lines of communication with colleagues and management staff.

Bartender

Pub 72
01.2020 - 04.2020
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.

Loan Opener

Lifestone Mortgage Corporation
04.2019 - 01.2020
  • Greet guest upon arrival
  • Stayed current on relevant industry trends and regulatory changes, ensuring up-to-date knowledge was applied in daily tasks.
  • Identified potential red flags in applications, proactively addressing issues to minimize delays in processing.

Receptionist

General RV Center
11.2018 - 04.2019
  • Directing phone calls
  • Checking in new units, trade ins, transfers
  • Coordinating seminar lunches
  • Helped in service with warranty parts
  • Typed up work orders
  • Deliver positive customer service towards our guests

Server

Olive Garden
09.2018 - 10.2018
  • Food serving
  • Bussing
  • Cash handling

Receptionist

Bob Rohrman Ford
06.2018 - 07.2018
  • Cashiering
  • Directing phone calls
  • Running messages
  • Taking in and filing paperwork

Hostess

Moretti's Restaurant
05.2018 - 06.2018
  • Directing customers to tables
  • Running food
  • Setting tables
  • Taking carry out orders

Hostess/Food Runner

Burnt Toast
12.2017 - 04.2018
  • Taking payments
  • Running drinks
  • Running and gathering food

Sales Associate

Bath & Body Works
11.2016 - 01.2018
  • Stocking shelves
  • Inventory
  • Cashiering
  • Helping customers through store

Server

Rookies Sports Bar and Grill
02.2017 - 08.2017
  • Serving food and drinks
  • Taking payments
  • Positive attitude
  • Going over menu options with customers
  • Delivering excellent service

Education

Diploma - Diploma

Hoffman Estates High School
Hoffman Estates, IL
06.2016

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Staff training and development
  • Staff management
  • Task delegation
  • Documentation and reporting
  • Shift scheduling
  • Encompass

Certification

Food Handler Certification

Timeline

Manager

Dunkin Donuts
11.2024 - Current

Airport Customer Service Agent

American Airlines
03.2022 - 09.2024

Bartender

Chingon BBQ
11.2021 - 04.2022

Mortgage Loan Coordinator

Mutual of Omaha Mortgage
03.2020 - 05.2021

Bartender

Pub 72
01.2020 - 04.2020

Loan Opener

Lifestone Mortgage Corporation
04.2019 - 01.2020

Receptionist

General RV Center
11.2018 - 04.2019

Server

Olive Garden
09.2018 - 10.2018

Receptionist

Bob Rohrman Ford
06.2018 - 07.2018

Hostess

Moretti's Restaurant
05.2018 - 06.2018

Hostess/Food Runner

Burnt Toast
12.2017 - 04.2018

Server

Rookies Sports Bar and Grill
02.2017 - 08.2017

Sales Associate

Bath & Body Works
11.2016 - 01.2018

Diploma - Diploma

Hoffman Estates High School

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Marilena Alvarado