Paola Serrano
Globe Life And Accident Insurance Company
Norwalk
1
Language
1
Certification
11
years of professional experience
Customer-focused professional with over 11 years of experience in food service, retail customer service, and custodial operations. Upholds high standards of cleanliness and safety while delivering outstanding customer experiences. Strong teamwork, time management, and attention to detail drive efficient daily operations and enhance customer satisfaction.
Work History
Life Insurance Agent
8 Months- Advised clients on life insurance options aligned with needs, budget, and long-term financial goals.
- Presented policy features, benefits, and exclusions clearly to support informed decisions.
- Cultivated referral-based lead sources and performed structured lead follow-up to generate qualified prospects.
- Reviewed and organized application materials and supporting documentation to ensure readiness for underwriting review and approval.
- Coordinated with underwriting and service teams to resolve issues and expedite submissions.
- Managed client follow-up to support policy retention, renewals, and service requests.
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Leveraged industry knowledge to educate potential clients on the importance of life insurance, resulting in increased policy awareness and sales conversions.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Custodian/Food and Beverage Server
2 Years 5 Months- Executed detailed sweeping of designated walkways and common areas, removing debris to support clean, safe park pathways.
- Managed waste disposal processes by ensuring timely emptying of trash and recycling bins and transporting waste to backstage disposal area, contributing to a clean environment for guests.
- Cleaned and disinfected guest and cast member restroom surfaces and replenished supplies to maintain required hygiene standards.
- Performed heavy cleaning and area restoration immediately following parades and outdoor shows.
- Maintained cleanliness of exterior surfaces by regularly inspecting and cleaning them. Ensured adherence to quality standards to enhance guest satisfaction. Ensured compliance with state regulations.
- Fulfilled shift coverage requirements by working night, weekend, and holiday schedules.
- Streamlined inventory management by implementing efficient stock rotation practices, minimizing waste and ensuring optimal supply levels.
- Collaborated with kitchen staff to optimize meal presentation and portion control for improved service efficiency.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Greeted customers at counter to fulfill requests and answer questions.
- Cleaned and sanitized dishes and utensils, maintaining adequate supplies for customer demands and supporting uninterrupted service.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Handled spills, accidents and other cleaning emergencies to maintain cleanliness standards throughout assigned shift.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
General Manager
2 Years 3 Months- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Oversaw the ordering, receiving, and inspection of goods from suppliers.
- Tracked cash receipts and deposits, enhancing accuracy and reducing discrepancies.
- Delivered direct, hands-on assistance to customers while tracking preferences and purchasing habits to inform ongoing support.
- Recruiting, hiring, and training staff and leads.
- Kept track of cash receipts and deposits, which resulted in increased accuracy and fewer discrepancies.
- Smooth budget execution supported employee reviews, training schedules, and contract negotiations. Strong administrative coordination kept review, training, and contract workflows on track. Reliable process support contributed to organized budget and personnel operations.
- Directed store operations, ensuring consistent guest experience and service standards.
- Managed labor scheduling, staffing needs, and daily workflow to support efficiency.
Retail Associate
1 Year 8 Months- Assisted customers in completing purchases, locating items, and enrolling in reward programs in order to increase customer loyalty, satisfaction, and sales.
- Promoted customer loyalty and consistent sales by providing friendly service and knowledgeable assistance.
- Assisted customers in locating and selecting merchandise in any store department.
- Assisted customers with purchases, locating items, and enrolling in reward programs to enhance loyalty and satisfaction.
- Fostered customer loyalty and drove sales through friendly service and knowledgeable assistance.
- Guided customers in signing up for store loyalty programs and detailed benefits to encourage participation.
- Counted cash in register drawer at shift start and end to ensure accuracy.
- Kept an eye on customers for signs of security issues and reported them to management.
- Delivered personalized customer service across sales floor, fitting rooms, and checkout areas.
- Processed transactions accurately using POS systems and handled returns, exchanges, and price adjustments.
Cashier/Customer Service /sales associate
2 Years 10 Months- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Resolved customer complaints and addressed issues, ensuring satisfaction for all parties involved.
- Made special arrangements for guests to ensure their complete satisfaction. Make sure all storage areas are tidy and all products are stored appropriately. Provide excellent customer service in order to ensure customer satisfaction.
- Arranged special accommodations for guests, maintained tidy storage areas, and organized products to enhance customer service and satisfaction.
- Restocked and organized merchandise in front lanes.
- Restocked merchandise in front lanes to maintain product availability.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Team Lead /Retail Sales Associate
2 Years 1 Month- Greeted customers and helped with product questions, selections, and purchases.
- Implemented software tools to streamline communication and project tracking within the team.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Fostered teamwork and open communication, promoting employee recognition initiatives to create a positive work environment.
- Operated various stations to ensure adequate coverage during shifts. to provide optimal coverage and meet production goals.
- Ensured timely project completion and adherence to high-quality standards, enhancing customer satisfaction.
- Welcomed customers to the store and provided assistance with product inquiries. and helped with product questions, selections, and purchases.
- Led team in implementing process improvements, enhancing workflow efficiency across departments.
- Supervised sales floor operations, ensuring brand standards, visual merchandising, and customer service consistency.
- Trained associates on POS procedures, fitting room recovery, and register accuracy.
Education
GED
Skills
Excellent customer service
Risk assessment
Sales presentation
Client needs assessment
Point of sale knowledge
Inventory management
Regulatory compliance
Time-sensitive task management
Team workflow efficiency improvement
High-volume problem solving
Policy analysis
Point of sale systems
Client consultation
Building relationships
Client account management
Certification
- Servesafe
- Rbs
Languages
Spanish
Full Professional
Timeline
Life Insurance Agent
Globe Life And Accident Insurance Company
02.2026 - CurrentRead More
Custodian/Food and Beverage Server
Disneyland Resort Hotels
04.2024 - 09.2026Read More
General Manager
Jamba
01.2022 - 04.2024Read More
Retail Associate
Macy's
05.2020 - 01.2022Read More
Cashier/Customer Service /sales associate
Knott's Berry Farm
02.2018 - 12.2020Read More
Team Lead /Retail Sales Associate
Forever 21
01.2016 - 02.2018Read More
John Glenn High School
GED
Read More