Siomara Fontanez
Springfield,MA
Summary
Very reliable with outstanding customer service skills and relationship-building strengths. Dedicated to welcoming customers and providing comprehensive service. In-depth understanding of sales strategy and merchandising techniques. Motivated to boost sales and customer loyalty through individualized service. Resourceful individual skillful in learning customer needs, directing to desirable merchandise and upselling to meet sales quotas. Committed to strengthening customer experiences with positivity and professionalism when answering requests and processing sales or orders. Reliable employee seeking a Customer Service position. Offering excellent communication and good judgment. Motivated customer service representative with engaging personality and flexible approach. Upbeat, friendly and anticipating customer needs to facilitate enjoyable dining experiences.
Overview
17
17
years of professional experience
Work History
Waitress Trainee
Acapulcos Mexican Family Restaurant & Cantina
Enfield, CT
09.2016 - Current
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Checked identification for minimum age for sale of alcoholic beverages.
- Increased sales significantly by upselling higher-end products to customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Answered customers' questions, recommended items and recorded order information.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Waitress
Denny's Enfield
Enfield, CT
03.2012 - 11.2018
- Consistently provided professional, friendly and engaging service.
- Assisted guests with making menu choices in an informative and helpful fashion.
- Skillfully promoted items on beverage lists and restaurant specials.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
- Displayed enthusiasm and knowledge about the restaurant's menu and products.
- Appropriately suggested additional items to customers to increase restaurant sales.
- Set dining tables according to type of event and service standards.
- Answered questions about menu selections and made recommendations when requested.
- Addressed diner complaints with kitchen staff and served replacement menu items promptly.
- Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.
- Regularly checked on guests to ensure satisfaction with each food course and beverages.
- Routinely cleaned work areas, glassware and silverware throughout each shift.
- Immediately reported accidents, injuries or unsafe work conditions to manager.
- Developed and maintained positive working relationships with others to reach business goals.
- Guided guests through menus while demonstrating thorough knowledge of food, beverages and ingredients.
- Inventoried and restocked items throughout day.
- Effectively used items in stock to decrease waste.
- Correctly calculated charges, issued bills and collected payments.
- Proactively prepared for large parties and reservations, anticipating planning and staffing needs.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Greeted new customers, discussed specials and took drink orders.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Stayed up-to-date on menu changes to help customers make food choices.
Key Holder
Payless Shoe Source
West Springfi, MA
04.2011 - 07.2012
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Computed accurate sales prices for purchase transactions.
- Conducted weekly walk throughs with the General Manager to discuss all interior visual displays including store window presentation.
- Worked as a team member performing cashier duties, product assistance and cleaning while providing excellent customer service.
- Assisted customers in person and via telephone.
- Trained new employees by providing knowledge of specific store tasks and policies.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Maintained cleanliness and presentation of stock room and production floor.
- Assisted customers with store and product complaints.
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
Crew Trainer
McDonald's Enfield
Enfield, CT
08.2008 - 01.2012
- Up-sold additional menu items, beverages and desserts to increase restaurant profits.
- Promptly and empathetically handled guest concerns and complaints.
- Took necessary steps to meet customer needs and effectively resolve food or service issues.
- Demonstrated integrity and honesty while interacting with guests, team members and managers.
- Recorded customer orders and repeated them back in a clear and understandable manner.
- Operated drive-through window and sales register quickly and efficiently.
- Promptly reported complaints to a member of the management team.
- Greeted customers and provided excellent customer service.
- Correctly received orders, processed payments and responded appropriately to guest concerns.
- Pleasantly and courteously interacted with customers.
- Served fresh, hot food with a smile in a timely manner.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Communicated clearly and positively with co-workers and management.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Resolved guest complaints promptly and professionally.
- Served orders to customers at windows, counters and tables.
- Prepared all food orders within a 2-3 minute time frame unless it required a longer cook time.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Assembled food orders while maintaining appropriate portion control.
- Operated large-volume cooking equipment such as grills, deep-fat fryers and griddles.
- Accurately measured ingredients required for specific food items.
- Verified that prepared food met all standards for quality and quantity.
- Prepared and served beverages such as coffee, tea and fountain drinks.
- Quickly and efficiently processed payments and made accurate change.
- Frequently washed and sanitized hands, food areas and food preparation tools.
- Performed general maintenance duties, including mopping floors, washing dishes, wiping counter tops and emptying grease traps.
- Maintained a neat, well groomed appearance including impeccable personal hygiene, hair restraint and minimal jewelry that met company standards.
- Performed all position responsibilities accurately and in a timely manner.
- Worked well with teammates and openly invited coaching from the management team.
- Taught new team members correct procedures for all areas of operations.
- Trained other employees in customer service, food safety and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
Education
High School Diploma - General Studies
Enrico Fermi High School
Enfield, CT06.2010
No Degree - General Studies
Springfield Technical Community College
Springfield, MANo Degree - General Studies
Asnuntuk Community College
Enfield, CTNo Degree - General Studies
Capital Community College
Hartford, CTSkills
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Interpretation and Translation Services
- Answering Customer Questions and Concerns
- Patient and Empathetic
Languages
Spanish
Timeline
Waitress Trainee
Acapulcos Mexican Family Restaurant & Cantina
09.2016 - Current
Waitress
Denny's Enfield
03.2012 - 11.2018
Key Holder
Payless Shoe Source
04.2011 - 07.2012
Crew Trainer
McDonald's Enfield
08.2008 - 01.2012
High School Diploma - General Studies
Enrico Fermi High School
No Degree - General Studies
Springfield Technical Community College
No Degree - General Studies
Asnuntuk Community College
No Degree - General Studies
Capital Community College