Monica Gonzalez
Carson,CA
Summary
Hardworking Shift Leader gifted at reviewing team tasks to assure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement.
Dynamic Bilingual Customer Service Representative with 9+ years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
8
8
years of professional experience
Work History
Shift Supervisor
Starbucks
01.2016 - 06.2021
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Enforced company policies and regulations with employees.
Assistant Manager
SUBWAY®Restaurants
02.2013 - 03.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
Torrance High School
Torrance, CA06.2013
Skills
- Daily Cash Management
- Daily Facility Operations
- Revenue Benchmarks
- Performance Tracking and Evaluations
- Safety and Security Enforcement
- Register Preparation
- Active Learning
Languages
Spanish
Native or Bilingual
Timeline
Shift Supervisor
Starbucks
01.2016 - 06.2021
Assistant Manager
SUBWAY®Restaurants
02.2013 - 03.2015
High School Diploma -
Torrance High School
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