Oyanka Calero
Houston
Summary
Accomplished customer service professional with a proven track record of success and extensive experience in the call center industry. Skilled in team building, training, and process optimization to enhance performance and customer satisfaction. Adept at fostering strong relationships through exceptional communication and problem-solving. Proficient in process optimization, quality assurance, and delivering results with speed and efficiency. Known for a collaborative and energetic approach, establishing rapport with clients and cultivating long-term partnerships. Excels at working both independently and within teams to meet organizational goals. Passionate about creating positive customer experiences and contributing to company growth.
Overview
6
6
years of professional experience
Work History
General Manager
Kangas indoor Playcenter
07.2023 - 01.2025
- Monitored financial performance by setting budgets, controlling expenses, and overseeing daily cash reconciliation to ensure accurate reporting and financial stability.
- Supervised staff performance and productivity, maintaining adherence to company standards while fostering a positive work environment through recognition and teamwork.
- Developed and implemented strategies to maximize key product sales, driving revenue growth and addressing customer concerns to build strong relationships.
- Ensured operational efficiency by promoting open communication, supporting team collaboration, and aligning efforts with organizational goals.
Restaurant Manager
Tostada Regia
07.2022 - 06.2023
- Supervised front-of-house and back-of-house operations, ensuring compliance with food safety standards, company policies, and regulations.
- Trained and onboarded staff, managed schedules, optimized labor costs, and fostered a positive work environment through team-building and performance development.
- Oversaw inventory management, coordinated with suppliers, and ensured timely stock replenishment while maintaining accurate cash handling procedures and POS system functionality.
- Gathered customer feedback to implement operational improvements, enhancing the overall dining experience and customer satisfaction.
Tier 2 Technical Support Specialist
Toast
09.2021 - 06.2022
- Enhanced internal resources by integrating insights on emerging technologies and tools, improving team efficiency and customer support delivery.
- Trained junior technicians to enhance their expertise and readiness to handle complex issues independently.
- Partnered with engineering teams to address critical product issues, leveraging customer feedback to improve system performance and achieve a 95% resolution rate for Level 2 support tickets.
- Stayed current with software and hardware advancements, aligning expertise with company products to independently resolve complex technical challenges.
Senior Matter Expert SME
Toast
03.2021 - 09.2021
- Proactively mitigated risks to retain active accounts, ensuring customer satisfaction and fostering long-term business relationships.
- Onboarded and trained junior team members, providing live call support and guidance to maintain high service standards.
- Collaborated with cross-functional teams to streamline operations, driving productivity while managing multiple projects with strong organizational skills.
- Quickly adapted to new tools and processes, mastering complex systems and consistently meeting deadlines to align with business goals.
Customer Service Representative
Apple
05.2019 - 02.2021
- Provided exceptional customer support daily, efficiently navigating systems, maintaining detailed records, and fostering a positive, customer-focused attitude.
- Resolved disputes and de-escalated tense situations with professionalism, restoring customer confidence while exceeding quality and performance benchmarks.
- Executed technical troubleshooting for iOS devices, collaborating with Tier 2 teams to escalate software issues to engineering, ensuring timely resolutions.
- Conducted soft sales by sharing key updates on hardware and software releases, educating customers on optimal device usage, and enhancing customer experience.
Education
English as a second Language Program -
Murray State University
Murray, KY01-2018
High school graduate -
Juan XVIII Institute Carazo
01.2017
Skills
- Language Proficiency: English: Fluent/Professional Spanish: Fluent/Native
- Active listening
- Critical thinking
- Problem resolution
- Relationship building
- Computer proficiency
- Multitasking and organization
- Reliability and punctuality
Timeline
General Manager
Kangas indoor Playcenter
07.2023 - 01.2025
Restaurant Manager
Tostada Regia
07.2022 - 06.2023
Tier 2 Technical Support Specialist
Toast
09.2021 - 06.2022
Senior Matter Expert SME
Toast
03.2021 - 09.2021
Customer Service Representative
Apple
05.2019 - 02.2021
English as a second Language Program -
Murray State University
High school graduate -
Juan XVIII Institute Carazo
Similar Profiles
Lindsey SeyneiLindsey Seynei
Student at Blue Springs School District/ Kangas PlaycenterStudent at Blue Springs School District/ Kangas Playcenter
Elijah StephensElijah Stephens
Assistant General Manager at Kanga's Indoor PlaycenterAssistant General Manager at Kanga's Indoor Playcenter
Shuyu ZhangShuyu Zhang
Receiptionist at Croc's PlaycenterReceiptionist at Croc's Playcenter