Onica Hernandez
Sacramento,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
Dispatcher/Customer Service Representative
Becks Furniture
04.2021 - Current
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 3 fleet vehicles.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Generated reports to track deliveries and maintain proper records and documentation.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Monitored and tracked dispatch communication systems.
- Assisted in resolving customer complaints and grievances.
- Scheduled deliveries and pickups according to customer needs.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Managed customer accounts and invoicing.
Food Service Worker
Five Guys Burger And Fries
11.2020 - 04.2021
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Developed and maintained positive relationships with customers to enhance service.
- Greeted customers at counter to fulfill requests and answer questions.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Learned other teammates' work tasks to train as backup.
- Set up and broke down food service lines quickly to maintain service flow.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
- Utilized POS system to receive and process food and beverage orders.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Demonstrated knowledge of menu items and corresponding ingredients.
Retail Sales Associate
CHAMPS
06.2020 - 01.2022
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Answered questions about store policies and addressed customer concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Managed cash register after end of shift to balance and record accurate transactions.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
Crew Member
Kentucky Fried Chicken
10.2019 - 06.2020
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Trained new team members on procedures, customer service, and sales techniques.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Prepared products following restaurant, health, and safety standards and procedures.
- Became familiar with products to answer questions and make suggestions.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
Education
High School Diploma -
Rio Americano High School
Sacramento, CA06.2020
Skills
- Work Order Management
- Data Entry
- Route Navigation
- Dispatch Coordination
- Customer Relationship Management
- Critical Thinking
- Problem Solving
- Active Listening
- Computer Proficiency
- Organizational Skills
- Team Coordination
Timeline
Dispatcher/Customer Service Representative
Becks Furniture
04.2021 - Current
Food Service Worker
Five Guys Burger And Fries
11.2020 - 04.2021
Retail Sales Associate
CHAMPS
06.2020 - 01.2022
Crew Member
Kentucky Fried Chicken
10.2019 - 06.2020
High School Diploma -
Rio Americano High School
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