Sandro Basulto

- Proficient in CMOS software operations.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• - Took a two-month break for data entry and back-office tasks.
• - Promoted to Supervisor after two months on **January 19, 2015**.
• - Led a team of 15-20 employees, ensuring efficiency and goal achievement.
• - Handled and de-escalated complex customer issues from agents.
• - Monitored agent productivity, managed performance, and optimized floor operations.
• - Oversaw workforce management (WFM) responsibilities.
• - Managed all opening and closing reports with accuracy.

• Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
• Trained and mentored new employees to maximize team performance.
• Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
• Improved overall team performance by effectively delegating tasks and providing clear instructions.
• Kept employees operating productively and working on task to meet business and customer needs.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Coached crew members to optimize performance and motivate toward more efficient work.
• Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
• Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
• Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
• Adhered to company standards and compliance requirements for operations and cleanliness of areas.

• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
• Cultivated warm relationships with regular customers.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Bussed and reset tables to keep dining room and work areas clean.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Maintained clean and organized dining areas to uphold restaurant hygiene standards.

• Supervised team members and oversaw effective and efficient completion of job duties.
• Distributed necessary tasks and duties during each shift.
• Maintained accurate cash handling procedures throughout each shift while managing register transactions efficiently.
• Promoted a culture of teamwork, leading by example with strong work ethic and dedication to company goals.
• Enhanced customer satisfaction by addressing concerns promptly and professionally.