Rosee Apodaca
Columbia,TN
Summary
Outgoing Guest Relations Representative with solid background in managing guest interactions and resolving concerns promptly. Known for enhancing guest satisfaction through effective communication and personalized service. Demonstrated ability in problem-solving and maintaining welcoming environment.
Overview
8
8
years of professional experience
Work History
Guest Relations Representative
Jack In The Box
03.2022 - Current
- ,Addressed and documented guest concerns in online database
- Review customer accounts and transactions while resolving issues
- Communicated with customers through email or chat, over social media
- Problem-solved in the moment to achieve amicable resolution to guest concerns
- Coordinated with other departments to address guest concerns
- Process refunds for guest mobile orders related to order accuracy and availability
- Maintained accurate and up-to-date records of guest information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Typed up professional business correspondence, reports and other documents.
- Handled customer complaints to satisfy and retain guests.
- Answered multi-line telephone system to aid guests, direct callers and take messages, documenting upwards of 40 guest complaints daily
Server/Hostess
Porto's Bakery
02.2022 - 06.2022
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Answered customers' questions, recommended items, and recorded order information.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Increased sales significantly by upselling higher-end products to customers, often increasing tickets by 10 percent .
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Cultivated warm relationships with regular customers.
Shift Supervisor
Starbucks
07.2019 - 12.2021
- Managed a schedule of 12 partners shifts bi-weekly
- Coached team on customer interactions/conflict resolution
- Managed incoming cash/outgoing deposits daily
- Managed ordering of both perishable and non-perishable stock
- Assured cleanliness of both front and back of house daily
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Responded to and resolved customer questions and concerns.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Developed and implemented new processes and procedures to streamline operations.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved conflicts between employees to maintain positive and productive work environments.
Guest Service Attendant
Target
02.2017 - 09.2019
- Managed a front end team of 8-10 cashiers daily
- Provided customer feedback to management and identified areas of improvement for products and services.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Implemented successful strategies to increase customer satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Maintained up-to-date knowledge of products and services offered.
- Monitored team performance to confirm customer service standards were consistently met.
Education
High School Diploma -
Norwalk High School
Norwalk, CA06.2015
Skills
- Monetary Transactions
- Administrative Duties
- Customer Support
- Creative Solutions
- Inventory Management
- Recordkeeping Compliance
- Judgment and Decision-Making
- Works Well with Others
- Complex Problem-Solving
- Ability to Multitask
- Strong empathy
- Exceptional communication
Timeline
Guest Relations Representative
Jack In The Box
03.2022 - Current
Server/Hostess
Porto's Bakery
02.2022 - 06.2022
Shift Supervisor
Starbucks
07.2019 - 12.2021
Guest Service Attendant
Target
02.2017 - 09.2019
High School Diploma -
Norwalk High School
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