Serena Tolentino
Corpus Christi,TX
Summary
Customer service expert skilled in effective communication and problem-solving, with a strong background in program support and client relations. Capable of delivering exceptional service while coordinating multiple tasks, creating reports, and facilitating client engagement for improved outcomes.
Overview
10
10
years of professional experience
Work History
CSR RESEA
Workforce Solutions of the Coastal Bend
Corpus Christi, TX
05.2024 - Current
- Delivered exceptional customer service to enhance customer satisfaction.
- Answer and resolve customer issues and concerns.
- Build rapport with customers.
- Guided customers in crafting effective resumes to improve their job prospects.
- Assist customers with interviewing skills.
- Provide customer with knowledge of other programs.
- Schedule customer for meetings.
- Managed multiple responsibilities to ensure smooth operations and timely support.
- Case note important information on customers' profile.
- Utilized Microsoft Office and Excel for daily administrative tasks.
Program Support Specialist
Workforce Solutions of the Coastal Bend
Kingsville, TX
05.2023 - 05.2024
- Reviewed account information to determine eligibility for program plans and guidelines.
- Investigated issues and provided effective solutions to resolve customer concerns.
- Facilitated assistance by addressing inquiries about program services and offerings.
- Responded to in-person and telephone requests for information and assistance.
- Processed payments and refunds, issued receipts and updated accounts.
- Created documents, reports and spreadsheets detailing program information.
- Gathered program data to create comprehensive monthly reports.
- Communicated clearly with program staff and participants through written and digital correspondence.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Proofread and edited documents for accuracy and grammar.
Pet Care Specialist
Barkaritaville Pet Resort
Corpus Christi, TX
11.2019 - 01.2021
- Greet pet parents with a smiling face and positive attitude as well as greeting the pet.
- Delivered exceptional customer service to pet parents, ensuring a welcoming experience.
- Fed, walked, played with, and cleaned up after pets, contributing to their well-being and comfort.
- Check the pet into their cabana or cat condo.
- Weigh and assess the pet.
- Clean up areas of facility that are dirty.
- Collaborated with co-workers to maintain a supportive and efficient team environment.
- Communicate with co-workers via two way radio.
- Generated reports to track progress.
Customer Service Representative
Domino's
Alice, TX
10.2018 - 03.2019
- Managed customer inquiries through phone, chat, and email channels.
- Resolved customer complaints to ensure satisfaction and loyalty.
- Greeted customers, answered phones, provided exceptional customer service, operated cash register, collected payments, and took orders efficiently.
- Processed orders accurately using point-of-sale systems and software.
HOUSEKEEPER
HAMPTON INN
Alice, TX
11.2017 - 04.2018
- Changed bed linens and collected soiled linens for laundering, ensuring guest comfort and hygiene.
- Removed waste from waste bins in common areas to maintain a clean environment.
- Used chemicals and other cleaning equipment in proper, safe, and responsible manner.
- Dusted picture frames and wall hangings to maintain cleanliness and improve aesthetic appeal.
- Moved chairs, desks, and bed to clean behind and underneath.
- Vacuum rugs and carpeted areas such as hallways.
- Organized and stocked the housekeeping cart after each use.
- Engaged with guests to deliver friendly, attentive service, contributing to a positive overall experience.
SANDWICH ARTIST
SUBWAY RESTRAUNT
Alice, TX
12.2016 - 03.2017
- Prepared sandwiches and other menu offerings in a timely manner.
- Explained menu items and dietary options to assist customers in making informed choices.
- Delivered friendly and engaging service to create a welcoming environment for guests.
- Trained team members to prepare sandwiches and other items according to instructions.
- Organized work areas to enhance workflow and support team productivity.
- Cleaned food preparation areas, tools, and equipment.
- Assisted with guest inquiries, take-out orders and restaurant cleanliness.
- Updated daily logs, computer tracking systems and other relevant documentation.
- Kept cases and shelves clean and well stocked.
- Followed checklists for shift start and end to help with smooth transitions.
- Stocked point of purchase areas with recipe cards, product coupons and promotional material.
- Accurately weighed and labeled products for proper inventory management.
- Assisted in cashiering and Point of Sale (POS) system procedures during busy hours.
- Unloaded trailers, received merchandise, verified orders and broke down produce loads.
Education
HIGH SCHOOL DIPLOMA -
HEBBRONVILLE HIGH SCHOOL
Hebbronville, TX05-2011
Skills
- Customer support
- Client Needs Assessment
- Customer Documentation
- Computer efficiency
- Service Coordination
- Analytical skills
- Critical thinking
- Adaptability
- Team-oriented
- Communication skills
- Client relations
- Phone manners
- Customer Service
Timeline
CSR RESEA
Workforce Solutions of the Coastal Bend
05.2024 - Current
Program Support Specialist
Workforce Solutions of the Coastal Bend
05.2023 - 05.2024
Pet Care Specialist
Barkaritaville Pet Resort
11.2019 - 01.2021
Customer Service Representative
Domino's
10.2018 - 03.2019
HOUSEKEEPER
HAMPTON INN
11.2017 - 04.2018
SANDWICH ARTIST
SUBWAY RESTRAUNT
12.2016 - 03.2017
HIGH SCHOOL DIPLOMA -
HEBBRONVILLE HIGH SCHOOL