Nyleve Otero
Orlando, FL,FL
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detail-oriented Assistant Manager offers more than 3-year progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Flexible Customer Service Representative offering 2 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
7
7
years of professional experience
Work History
Call Center Representative
Shotvet
Orlando, FL
06.2022 - 04.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Scheduled and confirmed appointments.
- Communicated schedule changes effectively throughout the organization when necessary.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Strengthened customer retention by offering discount options.
- Supported sales team members to drive growth and development.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Prepared weekly progress reports on sales activities and results achieved.
- Called lead lists resulting from various marketing campaigns to achieve sales.
- Maintained an organized database of contacts and client information.
- Resolved customer complaints in a timely manner while maintaining a professional attitude.
Personal Shopper
Walmart
Orlando, FL
12.2020 - 04.2022
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
- Satisfied customers with quick, accurate service under tight deadlines.
- Completed pickup and shopping orders for customers within local area.
- Maintained a high level of customer service while ensuring customer satisfaction.
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly.
- Secured and stored items until customer pickup.
- Scanned items when pulling from shelves to update system stock information.
- Assisted teammates with daily tasks during peak periods.
- Developed relationships with loyal shoppers by providing personalized shopping experiences.
- Assisted customers in selecting items that met their individual needs and preferences.
- Greeted customers and answered product or service questions.
- Listened to customer needs to identify and recommend best products and services.
- Shopped at customer's chosen store, verified replacement items, selected freshest fruit, produce and meat and delivered groceries on-time to exact location specified.
- Responded promptly to customer inquiries via phone calls or emails.
- Suggested comparable products to replace out-of-stock items.
- Followed proper procedures when accepting returns or exchanging items for customers.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Stocked shelves with newly received merchandise according to established guidelines.
- Tracked customer feedback through surveys or other methods in order to improve services offered.
Assistant Manager
SUBWAY®Restaurants
Orlando, FL
02.2020 - 11.2020
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Communicated regularly with customers to gain insights into their needs.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained up-to-date knowledge of company products and services.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Delegated daily tasks to team members to optimize group productivity.
- Ensured compliance with safety regulations and company policies.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Created and managed budgets for travel, training and teambuilding activities.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Directed and led employees, supervising activities to drive productivity and efficiency.
Line Worker and Cashier
Chipotle
Orlando, FL
10.2019 - 01.2020
- Cleaned up work area at end of shift to maintain a safe working environment for other employees.
- Worked closely with other members of the team to meet deadlines and goals set by management.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Set up workstations with needed ingredients, utensils and cooking equipment.
- Communicated effectively with other staff members regarding orders and menu changes.
- Followed proper food handling methods and maintained correct temperature of food products.
- Cleaned food preparation areas, cooking surfaces, and utensils.
- Kept stations stocked and ready for use to maximize productivity.
- Followed health and safety standards to ensure safe working environment for employees and customers alike.
- Restocked food items throughout shift to prepare necessary ingredients for cooking and timely service.
- Plated dishes according to restaurant presentation standards before delivering them to customers.
- Ensured that all dishes were prepared according to recipe specifications.
- Portioned food onto plates, added garnishes and sauces and handed off to wait staff for serving.
Cashier
Chick Fill A
Orlando, FL
07.2019 - 10.2019
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Worked closely with front-end staff to assist customers.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Processed sales transactions to prevent long customer wait times.
- Learned roles of other departments to provide coverage and keep store operational.
- Followed company security procedures for handling large sums of money.
- Counted and balanced cashier drawers.
- Processed customer payments quickly and returned exact change and receipts.
- Answered customers' questions and provided information on store procedures or policies.
Team Leader
Universal Studios
Orlando, FL
11.2015 - 06.2019
- Reviewed work orders, allocated resources, assigned tasks, and established priorities for completion of jobs.
- Maintained clear and safe workspace areas to meet OSHA standards.
- Monitored and evaluated the performance of personnel in the maintenance department, providing guidance and coaching when necessary.
- Inspected facilities to determine problems and schedule necessary maintenance.
- Ensured that safety regulations were followed by employees while performing maintenance tasks.
- Oversaw team in completing job tasks quickly and accurately with appropriate use of instruments and tools.
- Monitored inventory and ordered needed supplies to meet demand for repairs.
- Inspected machines and equipment for conformance with operational standards.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Maintained daily inventory to facilitate successful material distribution.
- Created training materials and conducted group trainings on new processes or procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Implemented changes in response to changing business needs or customer demands.
Education
Certification - Medical Billing And Coding
Valencia College
Orlando, FL08-2024
High School Diploma -
Wekiva High School
Apopka, FL05-2013
Skills
- Call Control
- Sales Closing
- Customer Relationship Management
- Complaint Resolution
- Customer Service
- Customer Support
- Call Center Customer Service
- Appointment Scheduling
- Call Center Operations
- Resolving Issues
- Problem-Solving Skills
- Customer Communications
- Training Experience
- Answering Questions
- Payment Processing
- Cash Handling
- ID Verification
- Ordering and Stocking
- Money Handling
- Cleaning and Sanitizing
- Coaching
- Shift Scheduling
- Problem-Solving
- Leadership
- Work Planning and Prioritization
- Recruiting and Interviewing
- Employee Scheduling
- Employee Performance Evaluations
- Policy Enforcement
- Team Motivation
Languages
Spanish
Native/ Bilingual
Timeline
Call Center Representative
Shotvet
06.2022 - 04.2023
Personal Shopper
Walmart
12.2020 - 04.2022
Assistant Manager
SUBWAY®Restaurants
02.2020 - 11.2020
Line Worker and Cashier
Chipotle
10.2019 - 01.2020
Cashier
Chick Fill A
07.2019 - 10.2019
Team Leader
Universal Studios
11.2015 - 06.2019
Certification - Medical Billing And Coding
Valencia College
High School Diploma -
Wekiva High School
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