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