Nicoly Miyuki Mercado
MIAMI,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
VIP Manager/Pool Server
Mondrian South Beach Hotel
07.2018 - 07.2024
- Product Services/ Expertise, a deep understanding of the company's offerings is paramount to provide accurate and tailored information to clients.
- CRM Mastery, Proficiency in Customer Relationship Management tools is crucial for managing customer interactions, tracking purchase history, and personalizing communications.
- Data Analytics, The ability to analyze sales data enables identifying trends, customizing offers, and making strategic decisions.
- Negotiation Acumen ,Strong negotiation skills are vital for closing deals and ensuring customer satisfaction.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Arranged food, utensils and condiments on trays to serve meals with necessary items.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Increased sales significantly by upselling higher-end products to customers.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Bottle Service Waitress
KIKI ON THE RIVER
12.2021 - 10.2022
- Increased sales significantly by upselling higher-end products to customers.
- Presented menus to patrons, answered questions about menu items and made recommendations to promote customer satisfaction.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Checked guests' identification before serving alcoholic beverages.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Lead Banquet
Surfcomber Hotel
03.2018 - 12.2018
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Worked with banquet manager to coordinate event set up and schedule.
- Assisted customers in selecting menu items, answering questions and providing general information.
- Set up banquet tables and chairs based on event requirements.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Increased sales significantly by upselling higher-end products to customers.
Education
Associate of Arts -
Miami Dade College
Miami, FL01.2018
GED -
UNISA
Brazil11.2010
Skills
- Operational Efficiency
- Process Improvement
- Performance Analysis
- Brand Awareness
- Staff Management
- Upselling Skills
- Adaptable and Flexible
Certification
- 786 Bartending, Inc Training - March 2018
- Alcohol Safety Training 2023-2022-2021
- Food Handler Certificate 2021
Portuguese, English , Spanish
I am a native Portuguese speaker, fluent in English for over 10 years. I have also been studying Spanish for 2 years.
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Professional Working
Timeline
Bottle Service Waitress
KIKI ON THE RIVER
12.2021 - 10.2022
VIP Manager/Pool Server
Mondrian South Beach Hotel
07.2018 - 07.2024
Lead Banquet
Surfcomber Hotel
03.2018 - 12.2018
Associate of Arts -
Miami Dade College
GED -
UNISA
- 786 Bartending, Inc Training - March 2018
- Alcohol Safety Training 2023-2022-2021
- Food Handler Certificate 2021
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