Marysol Hernandez
Belle Glade,FL
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account management representative
Xfinity
2017.10 - Current
- Customer service problem-solving and relationship building by communicating effectively with customers
- Exceeding daily sales and promotional goals
- Managing feedback programs to provide direction for company improvement
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Recommended products to customers, thoroughly explaining details.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Cashier/Customer Service
TOWNSTAR HOLDINGS LLC
2015.08 - 2016.04
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Runner
Smashburger
2015.04 - 2015.07
- Maintained speed of service for food orders while minimizing errors and complaints.
- Delivered correct food items to tables according to order documentation.
- Cleared tables immediately after guests left in preparation for next party.
- Garnished dishes and quickly delivered items to customers, minimizing wait times.
- Trained and mentored newly hired employees to explain process flow and safety procedures.
- Answered questions from restaurant patrons regarding menu items.
- Organized and replenished supplies at food stations to optimize team performance.
- Assisted servers with table settings and beverage refills to support high-volume shifts.
- Sanitized tables and followed proper cleaning methods to avoid food borne illnesses.
- Cultivated warm relationships with regular customers.
- Maintained kitchen productivity, guaranteeing timely preparation and serving of dishes in alignment with customer specifications.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Enhanced dining room operations by removing empty dishes, glassware and silverware to shorten bussing times.
Manager
SUBWAY®Restaurants
2010.06 - 2015.03
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained and supervised staff.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Led and directed team members on effective methods, operations and procedures.
- Correctly calculated inventory and ordered appropriate supplies.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Purchased adequate quantities of food, beverages, equipment and supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Education
diploma - criminal justice
Glades Central High School
2012
Skills
- Effective Customer Communication
- Organizational Systems
- Channel Marketing
- Filing Systems
- Product Management
- Job Assignments
- Team Management
- Service Quality
Additional Information
- Authorized to work in the US for any employer
Certification
- First Aid/CPR Certified
Timeline
Account management representative
Xfinity
2017.10 - Current
Cashier/Customer Service
TOWNSTAR HOLDINGS LLC
2015.08 - 2016.04
Runner
Smashburger
2015.04 - 2015.07
Manager
SUBWAY®Restaurants
2010.06 - 2015.03
diploma - criminal justice
Glades Central High School