Shirley Pineda
West Allis,WI
Summary
Customer Service Specialist
Overview
10
10
years of professional experience
Work History
Server
Botanas Restaurant
Milwaukee, WI
06.2024 - 11.2024
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Customer Service Specialist
Holiday Inn
Miami Beach, USA
03.2022 - 02.2023
- Manage online, phone and in-person room reservations
- Welcome guests, check them in, distribute room keys and explain the hotel's amenities
- Take payment from customers
- Respond to guests' issues and complaints in a friendly way
- Collect the hours for each employer in the front desk and matched with the schedule for the payroll
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
- Assist customers with the planning of special events such as weddings and business conferences
- Arrange specialized services for VIP customers
Server
Burdo
Miami, FL
05.2022 - 11.2022
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Contributed to team success by assisting fellow servers during peak hours, ensuring smooth operations.
- Greeted new customers, discussed specials, and took drink orders.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Handled customer complaints professionally, resolving issues promptly to maintain positive relationships.
- Boosted overall sales by confidently recommending daily specials and upselling menu items.
- Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports.
Host and Server
Mistura Cartagena
Cartagena, Colombia
07.2019 - 11.2021
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
Airport Customer Service Agent
JetBlue
Cartagena, Colombia
03.2018 - 10.2018
- Serve, guide, and direct passenger to each point of contactor the airport according to the procedure in order to ensure safe operation, with quality and on time
- Create and implement strategies for the development of responsibilities of employees
- Resolution of conflict of interests between the customer and the employee
- Find and establish business relationships with potential service providers
- Perform inventory and timely request for work ítems
- Management of the organization's social network, webpage and updates
Airport Customer Service Agent
Spirit Airlines
Cartagena, Colombia
06.2016 - 03.2018
- Serve, guide, and direct passenger to each point of contactor the airport according to the procedure in order to ensure safe operation, with quality and on time
- Provide and strengthening a service process dynamic customer you that allow the Organization continued improvements in direct and positive way about services indicators and results of operation
- Creating solutions to setbacks-controllable and non-controllable
Administrative/Accounting Assistant
Hemocaribe SAS
Cartagena, Colombia
05.2015 - 06.2016
- Reconcile invoices and identify discrepancies
- Create and update expense reports
- Process reimbursement forms
- Prepare bank deposits
- Check and reconcile the bank report with our bank account
- Enter financial transactions into internal databases
- Check spreadsheets for accuracy
- Maintain digital and physical financial records
- Prepare the payroll and deposit the payment for all the employee
- Create budgets for the different sucursal and for the employees travel
- Prepare the taxes reports for the government request
Education
Bachelor of Business Administration - Business management
Fundación universitaria Colombo internacional
09.2018
Skills
- Effective Written and Verbal Communication
- Special Requests
- Carrier Relations
- Customer Service and Assistance
- Cash Register Operations
- Good Communication Skills
- Process Optimization
- Complex Transactions
- Problem Resolution
- Credit Card Applications
- Calm and Professional Under Pressure
- Order and Refund Processing
- Customer Information Databases
- Account Reconciliation
- Accounting Support
- Expense Account Management
- Microsoft Excel
- Reporting Analysis
- Month-End Reports
- GL Reconciliation
- File and Database Management
- Audit Support
Work Authorization
Authorized to work in the US for any employer
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Server
Botanas Restaurant
06.2024 - 11.2024
Server
Burdo
05.2022 - 11.2022
Customer Service Specialist
Holiday Inn
03.2022 - 02.2023
Host and Server
Mistura Cartagena
07.2019 - 11.2021
Airport Customer Service Agent
JetBlue
03.2018 - 10.2018
Airport Customer Service Agent
Spirit Airlines
06.2016 - 03.2018
Administrative/Accounting Assistant
Hemocaribe SAS
05.2015 - 06.2016
Bachelor of Business Administration - Business management
Fundación universitaria Colombo internacional