Summary
Overview
Work History
Education
Skills
Timeline
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Sherylin Luna

Davenport,FL

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level client care position. Ready to help team achieve company goals.

Overview

6
6
years of professional experience

Work History

Coffee Master

Starbucks
11.2022 - Current
  • Served customers quickly and efficiently and created strategies to prevent delays.
  • Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
  • Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
  • Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
  • Monitored customer feedback to improve barista performance and customer service.
  • Advised customers on whole bean and bulk tea purchases by detailing origin, flavor, and pairing recommendations.
  • Used POS system to accurately enter orders and process payments.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Created superlative coffeehouse experience through customer service, beverage preparation, and presentation, in-store marketing and thorough cleanliness and sanitation of space.

Customer Support Agent

Universal Orlando Resorts
05.2019 - 03.2021
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.

Guest Service Representative

Loews Hotels
01.2018 - 08.2019
  • Resolved guest complaints and discrepancies in prompt and courteous manner.
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Scheduled and confirmed restaurant reservations for guests.
  • Received payments via cash, check, credit cards, vouchers and automatic debits and issued receipts, refunds, credits or change due to customers.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.

2nd Cook

Universal Orlando Resorts
05.2017 - 07.2018
  • Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Followed strict standards for food handling and safety, minimizing risks to customers.

2nd Cook

Walt Disney World Resort
05.2017 - 03.2018
  • Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
  • Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Prepared food items in compliance with recipes and portioning control guidelines.

Education

High School Diploma -

Cypress Creek High School
Orlando, FL
05.2016

Skills

  • Verbal and Written Communication
  • Hospitality and Professionalism
  • POS Terminal Operation
  • Adobe Software
  • Sales Quota Achievement
  • Travel Planning
  • Order Fulfillment
  • Computer Proficiency
  • Customer Support
  • Microsoft
  • Information Inputting
  • Data Reporting

Timeline

Coffee Master

Starbucks
11.2022 - Current

Customer Support Agent

Universal Orlando Resorts
05.2019 - 03.2021

Guest Service Representative

Loews Hotels
01.2018 - 08.2019

2nd Cook

Universal Orlando Resorts
05.2017 - 07.2018

2nd Cook

Walt Disney World Resort
05.2017 - 03.2018

High School Diploma -

Cypress Creek High School
Sherylin Luna