Maylis Concepcion
New York,NY
Summary
Dynamic customer service professional with extensive experience, recognized for enhancing customer satisfaction and loyalty. Proven ability in employee training and team leadership, fostering a positive work environment. Bilingual in Spanish, skilled in cash handling and conflict resolution, consistently exceeding performance metrics in high-pressure settings.
Overview
9
9
years of professional experience
Work History
Shift Lead Supervisor
Starbucks
07.2019 - 08.2024
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Promoted a positive work environment through open communication and effective conflict resolution strategies.
- Conducted regular inventory checks, maintaining optimal stock levels to meet customer demand without excess waste or surplus.
- Maintained open lines of communication with customers fostering loyalty through proactive engagement efforts.
- Trained and mentored new employees, ensuring a smooth onboarding process and seamless integration into the team.
- Enhanced customer satisfaction with exceptional service .
- Managed daily cash transactions accurately, reducing discrepancies in financial reports while adhering to strict security protocols.
- Monitored employee performance, providing constructive feedback and coaching as needed to support professional growth and skill development.
- Improved team efficiency by implementing effective scheduling and task delegation.
- Ensured compliance with company policies, safety regulations, and industry best practices.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Coordinated cross-functional teams during peak hours or special events to ensure adequate staffing coverage throughout all areas of operation.
- Completed cash and credit card transactions accurately using POS software.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Customer Service Representative
Chick-fil-A
02.2018 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Service Representative
Domino's Pizza
03.2015 - 01.2017
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
Education
High School Diploma -
The Heritage School
New York, NY06.2016
Skills
- Customer service focus
- Workplace safety
- Employee training
- Staff motivation
- Decision-making capacity
- Staff training and development
- Strong verbal and written communication
- Team leadership
- Cash handling
- Customer service management
- Bilingual (Spanish)
- Proficient in Microsoft word and PowerPoint
- Works well in high pressure settings
Timeline
Shift Lead Supervisor
Starbucks
07.2019 - 08.2024
Customer Service Representative
Chick-fil-A
02.2018 - 06.2019
Customer Service Representative
Domino's Pizza
03.2015 - 01.2017
High School Diploma -
The Heritage School
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