Phoenix Cisneros
Mooresville,NC
Summary
Positive, empathetic, and solutions-oriented customer service advocate with ten years of experience in client-facing roles. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.
Overview
13
13
years of professional experience
Work History
Quality Control Inspector
Cardinal FG
06.2014 - 04.2023
- Provides effective supervision to work force within framework of company policies to obtain efficient and uninterrupted operations
- Excellent attention to detail and follows instructions precisely
- Demonstrates ability to meet production standards on specific assignments within required time
- Maintain and update all routines, schedules and reports with relevant plant operating data
- Generate, receive, and respond to calls pertaining to various managers/persons through 2-way radio, phone and handheld transceiver
- Inspected quality of products, taking note of functionality, appearance and other specifications
- Provided feedback to managers/production team regarding product quality
- Developed and implemented inspection processes to define criteria and quality control measures
- Sampled products to verify compliance with standards
- Recorded inspection and test results on data sheets
- Operated and maintained testing equipment
- Trained other workers in all factory departments
- Collaborated with production staff to establish and meet quality standards
- Performed root cause analysis to identify and resolve defects, improving quality standards
- Performed visual inspections and non-destructive tests where appropriate
- Monitored product quality at all stages of production process
- Followed standard operating procedures for inspections and tests
Delivery Coordinator/ Lead
Outback Steakhouse
02.2017 - 03.2018
- Managed team of 12+ Customer Service Representatives and ensured that all key metrics of performance are met and exceeded
- Inspected merchandise for damage and accuracy against order documents.
- Obtained product specifications along with delivery address, date and contact information.
- Managed team workload distribution and structure to ensure consistent good performance
- Ability to maintain cordial relationships with food preparation staff and management
- Trained new employees and assisted with employee onboarding
- Oversaw daily departmental operations and provided support to drivers, food runners and cashiers
- Handled escalated customer calls and guide/assist agents to take calls in premium queue and use of customer service tools
- Submitted receipts and money received from deliveries at end of each shift
- Obtained profound knowledge of all food and beverage products of company
- Provided feedback on employee and/or team performance to supervisor and/or manager
- Planned weekly employee work schedule based on employee availability and company need.
- Scheduled deliveries, monitored progress and communicated updates to customers
- Tracked delivery information, mileage, and fuel use while on shift
- Prepared delivery loads for shipment by overseeing teams, checking containers and coordinating pickups
Barista and Cafe Server
Starbucks
01.2012 - 01.2014
- Multiple locations in California and Mooresville, Greeted guests in friendly manner and informed them about daily coffee and food specials
- Made and served brand-specific café beverages with focus on speed, quality and consistency
- Monitored supply levels at counter and maintained customer areas to meet typical demands
- Controlled line and crowd with quick, efficient service with 100% accuracy
- Trained new team members with positive reinforcement and respectful, encouraging coaching
- Maintained regular and consistent attendance and punctuality.
- Maintained cleanliness by wiping down tables and counters, restocking condiment bar, emptying trash receptacles and mopping and sweeping floors.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales
- Delivered excellent customer service and prompt food and beverage delivery
- Used POS system to accurately enter orders and process payments
- Learned special recipe items and seasonal offerings to best meet customer needs
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs
Customer Service/Cafe Barista
Barnes and Noble
01.2010 - 01.2012
- Managed daily customer calls; answer customer questions, clarify product offerings, and work to resolve account issues
- Promptly responded to inquiries and requests from prospective customers.
- Served as positive, proactive, and empathetic sounding board for customers; acknowledge complaints and address concerns with managers to deliver solutions; deescalated issues as needed.
- Processed up to 70 daily transactions; assisted with costumer concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Packaged bagels, muffins and other food items for customer purchase.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
Education
Some College (No Degree) - Music Performance
Citrus College
Azusa, CASome College (No Degree) - Music and General Education
Mt. San Antonio College
Walnut, CAHigh School Diploma -
Claremont High School
Claremont, CA06.2007
Skills
- Office Applications - 8 years
- Customer Service - 10 years
- Scheduling - 1 year
- Phones - 10 years
- Cash Handling - 10 years
- Training - 10 years
- Quality Control Analysis - 4 years
- Quality Assurance Procedures - 4 years
- Sampling Procedures - 4years
- Mentorship and Training - 10 years
- Strong Written and Verbal - 10 years
- Operation Monitoring - 4years
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Delivery Coordinator/ Lead
Outback Steakhouse
02.2017 - 03.2018
Quality Control Inspector
Cardinal FG
06.2014 - 04.2023
Barista and Cafe Server
Starbucks
01.2012 - 01.2014
Customer Service/Cafe Barista
Barnes and Noble
01.2010 - 01.2012
Some College (No Degree) - Music Performance
Citrus College
Some College (No Degree) - Music and General Education
Mt. San Antonio College
High School Diploma -
Claremont High School
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