Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marissa Castro

Perry,GA

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Inktel Contact Center Solutions
Perry, GA
11.2024 - Current
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Developed positive relationships with customers through friendly interactions.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Strengthened customer retention by offering discount options.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted available products and services to customers during service, account management and order calls.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed strong customer relationships to encourage repeat business.
  • Resolved customer complaints promptly and efficiently.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Barista/Cashier

Dunkin
Perry, GA
12.2023 - 06.2024
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Cleaned and sanitized service or seating areas, complying to health protocols and food safety standards.
  • Sliced fruits, vegetables and meats for use in food service.
  • Described menu items to customers and suggested appealing products.
  • Developed creative recipes for signature coffees or blended drinks unique to the cafe.
  • Coordinated with suppliers to ensure timely delivery of fresh coffee beans and other supplies.
  • Implemented promotional activities, including in-store events, to increase customer engagement and sales.
  • Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
  • Trained new baristas on company policies and procedures regarding food handling safety standards.
  • Assisted customers with menu selection, offering recommendations based on personal preferences and dietary restrictions.
  • Input orders into point of sale system and handled customer payments.
  • Washed and cleaned coffee maker, french press and espresso machine to remove mineral and hard water deposits.
  • Managed cash register and processed transactions with accuracy and integrity.
  • Implemented feedback from customers to improve service quality and menu offerings.
  • Utilized coffee maker, espresso machine and French press to prepare coffee.
  • Checked temperatures of freezers, refrigerators or heating equipment to verify proper functioning.
  • Collected payments and provided accurate change.
  • Placed orders with suppliers for delivery of products required for daily operations.
  • Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
  • Utilized POS system to receive and process customer payments.
  • Demonstrated techniques on using multiple beverage machines with new team members.
  • Addressed and resolved customer concerns to maintain brand loyalty.
  • Developed and maintained relationships with regular customers, recognizing preferences and anticipating needs.
  • Prepared and served coffee, espresso drinks, blended coffees and teas.
  • Recommended pastries and sandwiches to pair with customers' beverages.
  • Maintained a clean and organized work environment, including cleaning coffee machines, countertops, and seating areas.
  • Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
  • Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
  • Labeled containers of milk for use in coffee drinks according to expiration dates.
  • Assisted in the preparation of baked goods including muffins, cookies, scones, cakes.

Associate

Walmart
Oklahoma City, OK
12.2022 - 05.2023
  • Pulled items from stock using lift equipment and added to shelves or bins.
  • Compared merchandise invoices to items actually received.
  • Assessed floor displays to restock merchandise.
  • Identified and quickly handled spill clean-up.
  • Organized shelves, racks and bins to ensure product availability.
  • Kept work areas clean, neat and organized for optimal productivity and worker safety.
  • Stocked pallets throughout shift to keep warehouse clean, maintained and organized.
  • Packed and unpacked items, checking breakables before stocking on shelves.
  • Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
  • Assisted customers with product, promotion and policy information.
  • Removed product from boxes and placed on shelves according to merchandising guidelines.
  • Stocked shelves, racks, and bins with new or transferred merchandise.
  • Demonstrated great teamwork skills with staff members involved in production and transport.
  • Observed strict safety measures while stocking shelves to prevent falls and mishaps.
  • Provided excellent customer service when assisting customers in finding desired items or answering questions about products or services offered.
  • Operated forklift and pallet jack to transport heavy loads.
  • Assisted customers with locating items, retrieving merchandise from stockroom shelves and providing information on products.
  • Stocked shelves with merchandise to ensure availability of products for customers.

Amazon Fulfillment Associate

Amazon
Las Vegas, NV
01.2022 - 11.2022
  • Loaded items onto pallets or into containers for shipment.
  • Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
  • Picked up heavy objects using proper lifting techniques to avoid personal injuries.
  • Reviewed packing slips and other documentation to properly box requested items for shipment.
  • Completed shipping paperwork, attached appropriate labels and scanned barcodes for tracking.
  • Utilized warehouse management software to update stock levels and locate items.
  • Operated warehouse equipment, including pallet jacks and forklifts, to move stock efficiently.
  • Picked orders from inventory with high accuracy, ensuring timely preparation for shipment.
  • Placed products on conveyors for final wrapping and shipment.
  • Loaded and unloaded delivery trucks, managing space effectively to maximize capacity.
  • Scanned and labeled packages, ensuring accurate tracking and delivery information.
  • Unloaded incoming freight with a manual pallet jack or dock leveler.
  • Accepted, processed and quickly filled orders.
  • Filled orders according to defined standards using standard picking system.
  • Followed proper packaging requirements depending on order size and type.
  • Assisted in sorting incoming shipments, verifying products against purchase orders.

Shift Leader

Scooter's Coffee
Oklahoma City, OK
02.2021 - 09.2021
  • Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions.
  • Verified that cash drawers contained correct amounts of money during opening and closing shifts.
  • Assessed company operations for compliance with safety standards.
  • Resolved customer complaints promptly and professionally.
  • Handled emergency situations with composure and in accordance with company guidelines.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Implemented strategies to take advantage of new opportunities.
  • Determined consumer needs to provide products and services appealing to larger market.
  • Upheld company standards and compliance requirements for operations.
  • Delegated tasks to employees and monitored activities and task completion.
  • Managed daily workflow and scheduled staff for adequate coverage.

Education

GED -

Central Georgia Technical College
11.2016

Skills

  • Hospitality
  • Experience with Children
  • Infant Care
  • Sales
  • Customer Service
  • Restaurant Experience
  • Coffee Experience
  • Cash Handling
  • Housekeeping
  • Warehouse Experience
  • Cashiering
  • Negotiation
  • Childcare
  • Heavy Lifting
  • Cash Register
  • Toddler Care
  • Retail Sales
  • Packaging
  • Communication Skills
  • Cleaning
  • Organizational Skills
  • Sales Experience
  • Barista Experience
  • Arts and Entertainment
  • Time Management
  • Merchandising
  • Early Childhood Education
  • Calm demeanor
  • Call management
  • Payment processing
  • Account updating
  • Complaint resolution
  • Conflict resolution
  • Call center operations

Certification

Driver's License, 03/01/20, 09/30/27

Timeline

Customer Service Representative

Inktel Contact Center Solutions
11.2024 - Current

Barista/Cashier

Dunkin
12.2023 - 06.2024

Associate

Walmart
12.2022 - 05.2023

Amazon Fulfillment Associate

Amazon
01.2022 - 11.2022

Shift Leader

Scooter's Coffee
02.2021 - 09.2021

Driver's License, 03/01/20, 09/30/27

GED -

Central Georgia Technical College

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Marissa Castro