Nicole Polanco
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager
Route 46 Chrysler Jeep Dodge
08.2021 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created customer support strategies to increase customer retention.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Actively dealt with CSI ( Customer Satisfaction Index) and ensured that our store hit our top goal
- Ran our Wrap Report everyday
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Managed all of my receptionists
- Created all schedules
- Provided exceptional customer service through transparent communication about repair timelines, costs, and expectations throughout the entire process.
- Enhanced shop efficiency by streamlining repair processes and allocating tasks effectively.
- Maximized use of available space by reorganizing the shop layout for increased productivity.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Bartender & Server
Applebees Doherty Enterprise
03.2021 - 08.2021
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Take payments and orders via POS
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed strict recipes and drink measurements to minimize product used.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
Stylist & Nail Artist
Nails By Rossy
07.2020 - 01.2021
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Processed payments, entering sales in register for prompt customer service.
- Used acrylics, gels and glitters to create custom nail art designs for clients.
- Prepared nail beds and cuticles, shaped nails and applied polish.
- Responded to customer requests and concerns about gel application and nail art designs.
- Oversaw schedule to manage appointments of new and existing clients.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Utilized specialized tools and techniques to restore natural nails and create unique nail art.
- Kept tidy and organized area to comply with cleanliness standards.
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Designed creative nail art designs and patterns.
Receptionist & Assistant
Belleza Salon And Spa
03.2019 - 12.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Assisted hairdressers with cutting, coloring, and styling hair to maintain salon workflow efficiency.
- Prepared clients for hair cuts and styles with soothing shampoo work.
- Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
- Assisted hair stylists with colorwork by applying base colors and toners.
- Checked in with clients to confirm comfort throughout appointments and services.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Offered professional cuts, color services and extensions to salon customers.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Styled hair, makeup and nails for customers for special events and occasions.
Cashier/Cook Supervisor
Tony's Pizzeria
11.2017 - 03.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Tasted, smelled, and pierced food with fork to verify sufficient cooking.
Assistant Decorator
Aureliza Events
01.2013 - 11.2016
- Maintained knowledge of constantly changing interior design trends and products.
- Helped bringing in tables, chairs and decorations needed
- Meeting with the people who want to have an event
Education
BBA - Psychology & Minor in Sociology
Montclair State University
Montclair, NJ01-2024
High School Diploma -
Passaic County Technical Institute
06.2019
Skills
- Scheduling and Coordinating
- Customer Complaints Escalation
- Customer and Client Relations
- Front Desk & Restaurant Experience
- Bilingual ( Spanish & English)
- Train Employees
- Social Media Platforms
- Customer Satisfaction
- Improvement Plans
- Team leadership
- Customer service
- Time management
- Decision-making
- Project planning
- Workforce management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Certification
- Certified in Bilingual Interpreter by the State
Timeline
Manager
Route 46 Chrysler Jeep Dodge
08.2021 - Current
Bartender & Server
Applebees Doherty Enterprise
03.2021 - 08.2021
Stylist & Nail Artist
Nails By Rossy
07.2020 - 01.2021
Receptionist & Assistant
Belleza Salon And Spa
03.2019 - 12.2019
Cashier/Cook Supervisor
Tony's Pizzeria
11.2017 - 03.2018
Assistant Decorator
Aureliza Events
01.2013 - 11.2016
High School Diploma -
Passaic County Technical Institute
BBA - Psychology & Minor in Sociology
Montclair State University
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