Rosangel Polanco
New York
Summary
Dynamic and adaptable professional with proven expertise in operations management, customer service, and hospitality. Skilled in leading large-scale operations, optimizing workflows, and resolving challenges with efficiency and empathy. Recently licensed as a bartender, bringing strong mixology skills, exceptional guest engagement, and the ability to thrive in fast-paced service environments. Recognized for building high-trust teams, delivering memorable customer experiences, and maintaining precision under pressure.
Overview
4
4
years of professional experience
1
1
Certification
2
2
Languages
Work History
Bartender
Mama Tacos
03.2025 - Current
- Serve cocktails and beverages in a high-volume bar setting, providing exceptional service and drink recommendations.
- Handle bar setup, breakdown, and restocking to ensure smooth operations.
- Process transactions and manage tabs with accuracy and accountability.
- Maintain knowledge of drink recipes, promotions, and safe alcohol practices.
Operational Site Lead
NYC Health & Hospital
08.2023 - 03.2025
- Led shelter operations for over 2,000 guests, resolving escalations and disputes with compassion and empathy, resulting in a 30% boost in operational efficiency.
- Managed a diverse team across all vendors; provided training, coaching, and performance feedback to ensure accountability and high engagement.
- Utilized daily reports to identify service gaps and proactively improve processes, supporting better guest outcomes.
- Worked closely with upper leadership to ensure all guest were safe and being placed in the appropriate location for their personal needs.
Supervisor
Favorite Healthcare Staffing
04.2023 - 08.2023
- Supervised all intake, room assignments, and service logistics, regularly stepping in to manage workload distribution and support the team during high volume.
- Resolved all guest issues with clarity and discretion, ensuring adherence to guidelines while maintaining compassion.
- Delivered timely, detailed responses in Salesforce, maintaining data accuracy and supporting transparency across departments.
- Mentored team members, created workflows, and helped shape onboarding content to support performance consistency.
Customer Service Representative
Ferrari Express
07.2022 - 04.2023
- Coordinated luxury item shipment deliveries and secure pick-ups at stores, ensuring on-time delivery of high-value items to high-end clients such as Louis Vuitton, Gucci and Rolex.
- Created and managed reports on inventory and shipments, ensuring accuracy in tracking and billing, directly contributing to the smooth operations of luxury goods delivery.
- Build relationships with clients through proactive communication and meticulous coordination, enhancing client satisfaction.
- Attended jewelry trade shows all around the world to ensure all clients were getting their goods delivery as quickly and safe as possible.
Customer Service Representative
Hudson Technologies
06.2021 - 07.2022
- Managed a high volume of incoming refrigerant shipments, ensuring on-time delivery and accuracy in processing orders, optimizing the logistics workflow.
- Collaborated with cross-functional teams to analyze and create weekly shipment reports, identifying trends and minimizing late shipments by 15%.
- Streamlined the purchase order and invoicing process, reducing billing discrepancies and ensuring seamless operations.
- Built and maintained strong relationships with clients, achieving customer satisfaction through effective communication and timely issue resolution.
- Leveraged data and reporting tools to track shipment performance and provide actionable insights, supporting improvements in inventory management and supply chain operations.
Education
Bachelor of Arts - Sociology
University At Albany
01.2020
Skills
- Microsoft Office
- Adobe Photoshop
- Salesforce
- Photography
- Google workspace
- Beverage preparation
- Payment processing
- Cocktail service
- Multitasking Abilities
- Time management
- Responsible alcohol service
Certification
New York State Bartending License – June 2025
Timeline
Bartender
Mama Tacos
03.2025 - Current
Operational Site Lead
NYC Health & Hospital
08.2023 - 03.2025
Supervisor
Favorite Healthcare Staffing
04.2023 - 08.2023
Customer Service Representative
Ferrari Express
07.2022 - 04.2023
Customer Service Representative
Hudson Technologies
06.2021 - 07.2022
Bachelor of Arts - Sociology
University At Albany
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