Maritza Gonzalez
Lima,Dillon
Summary
Friendly Head Cashier dedicated to increasing team performance and improving customer satisfaction. Successful track record in challenging, dynamic environments. Gifted manager and leader with strong communication, interpersonal and planning abilities. Quality-driven Cashier Team Lead with background training new cashiers and guiding employees. Patient and professional when leading others and improving staff skills. Expert at offering positive feedback and constructive criticism for upbeat atmosphere, smooth operations and ideal customer experiences. Results-focused Clerk who thrives in fast-paced, deadline-driven environments. Committed to accuracy and efficiency as achieved through hard work and attention to detail.
Overview
13
13
years of professional experience
Work History
Cashier Team Lead
McDonald's
07.2023 - Current
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Quickly and accurately counted drawers at start and end of each shift.
- Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
- Collaborated with management to develop strategies for improving the overall shopping experience.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Facilitated and logged store opening, closing, and shift changes.
Shift Manager
Noodles & Company
07.2020 - Current
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Promoted a positive work environment through open communication and constructive feedback.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Tracked receipts, employee hours, and inventory movements.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Managed staff hiring, training and supervision.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Oversaw loading and unloading of packages in warehouse.
Quality Analyst Engineer
BBVA
07.2016 - 05.2023
- Collaborated with cross-functional teams to ensure seamless integration of new features and functionality.
- Ensured compliance with industry standards and regulatory requirements through meticulous attention to detail during testing activities.
- Boosted overall software performance by identifying and addressing critical bottlenecks during the development lifecycle.
- Enhanced efficiency of the QA process through automation, reducing time spent on manual tests.
- Improved product quality by implementing rigorous testing procedures and analyzing results.
- Developed custom test scripts for complex scenarios, improving the accuracy of automated testing efforts.
- Conducted root cause analysis of recurring issues, leading to long-term solutions and preventing future occurrences.
- Promoted a proactive approach to defect prevention by conducting risk assessments early in the development lifecycle, mitigating potential issues before they materialized.
- Collaborated closely with developers to resolve bugs promptly, accelerating time-to-market for new products.
- Established effective communication channels between QA and development teams, enabling faster resolution of reported issues.
- Supported quality team members during corrective action updates.
- Facilitated process improvements to successfully decrease errors.
- Escalated concerns about project and process quality, referring discovered issues to engineering manager for correction.
- Developed action plan for company certification using ISO 9000 standard knowledge.
- Created detailed reports on engineering activities and findings.
- Executed operational audits and assessed company operations, compliance and other associated risks.
- Documented and developed engineering procedures and processes.
- Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
- Verified construction documentation to meet client requirements and vision.
- Monitored and evaluated engineering performance to recommend improvements.
- Developed comprehensive engineering documents for all projects.
- Conducted research to identify and evaluate new technologies and concepts.
- Analyzed and interpreted data to identify trends and recommend improvements.
Help Desk Manager
GMD
12.2010 - 06.2016
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Managed help desk consisting of 20 employees and conducted performance evaluations.
- Researched product and issue resolution tactics to address customer concerns.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Managed a team of technicians, ensuring high-quality service and timely problem resolution.
- Conducted regular reviews of technician performance, identifying strengths and areas requiring further development or coaching.
- Leveraged automation tools to streamline routine tasks, freeing up staff resources to focus on higher-priority concerns and customer service excellence.
Education
Bachelor of Science - Communications Systems Technology
USIL
Lima, PE03.2015
Technical Degree - Computer Systems Analysis
TECSUP
LIMA, PE12.2006
Skills
- Customer Service
- Team Leadership
- Cash Handling
- Positive Attitude
- Punctual and Reliable
- Flexible Schedule
- Team Management
- Store Opening and Closing
- Cashier training
- Adaptability and Dependability
Languages
English
Professional Working
Italian
Elementary
Spanish
Native or Bilingual
Timeline
Cashier Team Lead
McDonald's
07.2023 - Current
Shift Manager
Noodles & Company
07.2020 - Current
Quality Analyst Engineer
BBVA
07.2016 - 05.2023
Help Desk Manager
GMD
12.2010 - 06.2016
Bachelor of Science - Communications Systems Technology
USIL
Technical Degree - Computer Systems Analysis
TECSUP