Serena Pena
Lansing,United States
Summary
Dynamic and professional, with extensive experience in custodial services and customer satisfaction, notably at Bull Janitorial. Proven ability to maintain high cleanliness standards while fostering positive relationships. Skilled in problem-solving and safety compliance, ensuring a safe and welcoming environment. Committed to enhancing workplace experiences through effective communication and teamwork.
Overview
9
9
years of professional experience
Work History
General Cleaner
Bull Janitorial
Lansing, United States
06.2024 - Current
- Performed general cleaning duties such as sweeping, mopping, dusting, and vacuuming
- Ensured proper disposal of trash and waste materials
- Cleaned and sanitized restrooms, including toilets, sinks, mirrors, and floors
- Stocked and replenished restroom supplies such as toilet paper, soap, and paper towels
- Washed mirrors to maintain a clean appearance
- Swept walkways to remove debris or litter
- Reported any maintenance issues or repairs needed in the facility to maintenance promptly
- Worked independently without direct supervision while maintaining high-quality work standards
- Informed supervisor of needed materials to ensure shelves were stocked with supplies.
- Maintained friendly and professional relationships with building staff.
Detail Cleaner
Clean Team USA
Michigan, United States
07.2021 - 09.2023
- Company Overview: Commercial office cleaning.
- Maintained a high standard of cleanliness throughout the building.
- Cleaned kitchens, bathrooms, carpet stains, as well as trash removal.
- Polished stainless steel surfaces.
- Cleaned cubicles and maintained organization.
- Conducted rounds on designated floors to ensure thorough cleaning.
- Assisted with cleaning up after events.
- Kept open communication with coworkers and other staff.
- Maintained compliance with all safety and security protocols in the workplace
- Identified and reported maintenance issues, such as faulty equipment or building repairs, to ensure a safe and functioning work environment.
Sales Associate
Michaels Craft Store
Michigan, United States
02.2021 - 09.2022
- Greeted customers and maintained a friendly attitude
- Assisted customers in finding the items they need
- Used POS system to facilitate purchases and returns
- Informed customers of sales and rewards programs
- Maintained cleanliness and organization of the front end
- Stocked shelves and returned unwanted or returned items to sales floor
- Answered phones and escalated customer complaints
- Provided excellent customer service through effective communication and problem-solving skills, ensuring customer satisfaction and loyalty.
- Provided excellent customer service to ensure customer satisfaction and repeat business
- Demonstrated product knowledge and recommending suitable items based on customer needs and preferences
Jewelry Sales Associate
T J Maxx
Lansing, United States
05.2019 - 08.2020
- Assisted customers at the jewelry counter, as well as helping customers find specific makeup and beauty products and accessories.
- Performed general merchandising and organizing of makeup, beauty, and haircare displays.
- Used POS to process customer purchases and returns, keeping customers informed of sales and rewards.
- Answered phones, cleaned, and performed general upkeep of the workstation.
- Provided recommendations and guidance to customers on the latest jewelry trends and styles, as well as offering advice on selecting the perfect piece based on their preferences and budget.
- Collaborated with the visual merchandising team to create eye-catching displays.
- Maintained knowledge of current jewelry market trends, including popular designers, materials, and styles, to provide customers with up-to-date information and recommendations.
Manager
Pita Pit
East Lansing, United States
10.2017 - 04.2019
- Managed customer service operations in a fast-paced food and beverage establishment
- Greeted customers with a smile and positive attitude, ensuring a welcoming atmosphere
- Took customer orders and communicated with enthusiasm to the team Ensuring accurate entry of orders into the system
- Provided information on daily specials and discount deals to every customer
- Worked as a team to assemble orders efficiently
- Maintained cleanliness and organization of the counter area
- Conducted general cleaning tasks such as sweeping, mopping, and deep cleaning the grill
- Responded promptly and politely to customer requests and complaints
- Counted down cash register and distributed daily tips at the end of the night
- Implemented efficient customer service processes to improve customer satisfaction and increase repeat business.
Barista
BIGGBY COFFEE
East Lansing, United States
11.2016 - 08.2017
- Greeted customers with a smile and providing excellent customer service
- Used POS system to take customer orders and prepare a variety of classic coffee beverages and specialty drinks efficiently
- Responded to customer questions and complaints in a polite manner
- Took phone calls and assisted customers with inquiries
- Ground and bagged coffee, and sold fresh coffee beans
- Assisted with minor preparation and serving of bakery items
- Recommended menu items to customers based on their needs and preferences
- Maintained a clean workstation and performed general store cleaning tasks
- Created a welcoming and friendly atmosphere for customers, ensuring they have a positive experience while visiting the coffee shop.
- Assisted in training new baristas on company policies, procedures, and standards
- Mastered latte art to create visually appealing coffee beverages that will delight customers and enhance their overall experience at the coffee shop.
- Maintained a high level of product knowledge and staying up to date on new coffee blends and trends.
Education
GED -
MyGED
Lansing, MISkills
- Custodial Services
- Customer Satisfaction
- Customer Service
- Point of Sale (POS) Systems
- Communication Skills
- Problem-Solving Skills
- Visual Merchandising
- Beverages
- Food Preparation
- Food Services
- Leadership
- Retail Sales
- Time Management
- Training/Teaching
- Safety Compliance
- Safety/Work Safety
- Housekeeping/Cleaning
- Telephone Skills
- Team Player
- Customer Service Management
- Order Processing
- Process Improvement
- POS Merchandising
- Loading/Unloading
- Inventory management
- Safety compliance
- Proper sanitation
- Disinfection practices
- Polishing surfaces
Affiliations
I paint, draw, and sew, and sometimes sell my work locally. I enjoy bicycling, walking, and yoga.
Languages
English
Proficient
C2
References
References available upon request.
Timeline
General Cleaner
Bull Janitorial
06.2024 - Current
Detail Cleaner
Clean Team USA
07.2021 - 09.2023
Sales Associate
Michaels Craft Store
02.2021 - 09.2022
Jewelry Sales Associate
T J Maxx
05.2019 - 08.2020
Manager
Pita Pit
10.2017 - 04.2019
Barista
BIGGBY COFFEE
11.2016 - 08.2017
GED -
MyGED