Serina Marquez
Fresno,CA
Summary
Experienced customer service manager with a background in cashier supervision and bookkeeping, known for resolving escalations, training new hires, and improving daily operations through accurate reporting, strong communication, and reliable customer retention support.
Overview
7
7
years of professional experience
Work History
Custtomer Service Manager, Cashier, Bookeeper
Hobby Lobby Stores Inc.
Fresno, California
08.2022 - Current
- Supported customer service team operations and daily support workflows.
- Trained staff on company policies, service scripts, and escalation steps.
- Resolved escalated customer complaints through phone, email, and chat.
- Monitored service quality and reviewed cases for policy compliance.
- Collaborated with senior management to design strategies enhancing overall service quality.
- Supervised cashier team during peak hours, ensuring efficient front-end coverage.
- Trained cashiers on register procedures, cash handling, and customer service standards.
- Documented daily financial transactions in accounting software to maintain accurate records. in accounting software and ledgers.
- Reconciled bank statements with general ledger entries.
- Prepared customer invoices and tracked receivables.
- Entered deposits, credit card charges and sales entries to facilitate cash management.
- Ensured accuracy in all accounting entries and records.
Curbside Associate
Applebee's Grill + Bar
Fresno, California
07.2020 - 10.2021
- Delivered friendly guest service following Applebee's hospitality standards.
- Took accurate food and beverage orders using POS system.
- Supported servers with table setup, bussing, and reset tasks.
- Followed Applebee's food safety and sanitation procedures.
Sales Associate
Prefume Shop
Fresno, California
05.2019 - 08.2021
- Demonstrated perfume testers and explained scent notes for premium fragrance collections.
- Assisted customers with fragrance selections using product knowledge and brand guidance.
- Processed sales transactions, returns, and exchanges at point of sale.
- Maintained attractive product displays for fragrance counters and seasonal promotions.
- Restocked merchandise and organized inventory in backroom and sales floor areas.
- Wrapped gifts and prepared purchases for boutique customer presentations.
- Supported team members with opening, closing, and daily shop operations.
Education
Medical Assistant Certificate -
UEI College
3602 N Blackstone Ave02-2027
High School Diploma -
Central East High School
Fresno, CA06-2022
Skills
- Customer support
- Point of sale management
- Payment processing
- Financial analysis
- Sales tracking
- Product knowledge
- Staff onboarding
- Scheduling management
- Customer loyalty
- Problem-solving
- Conflict resolution
- Team building
Timeline
Custtomer Service Manager, Cashier, Bookeeper
Hobby Lobby Stores Inc.
08.2022 - Current
Curbside Associate
Applebee's Grill + Bar
07.2020 - 10.2021
Sales Associate
Prefume Shop
05.2019 - 08.2021
Medical Assistant Certificate -
UEI College
High School Diploma -
Central East High School