Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sonia Ramirez

Edinburg

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Maximus
11.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in first call resolution.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for services.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Addressed customer inquiries to ensure satisfaction and faster positive service experience.
  • Met customer call guidelines for service levels, handle time and productivity.

Deli Clerk

Sprouts Market
02.2023 - 10.2023
  • Greeted customers at counter to fulfill requests and answer questions.
  • Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
  • Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
  • Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
  • Enhanced product presentation by arranging visually appealing displays and regularly rotating items to ensure freshness.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Ensured optimal product quality with regular temperature checks on refrigeration units and promptly reporting any issues.
  • Exceeded customer expectations by going above and beyond to accommodate unique requests or last-minute changes to orders.
  • Monitored inventory levels to order new supplies and maintain consistent stock.
  • Reduced food waste by closely monitoring inventory levels and proactively adjusting orders based on sales trends.
  • Demonstrated versatility in handling various responsibilities such as cashier duties or stocking shelves during peak hours or staff shortages.

Manager

492 BBQ
01.2020 - 01.2023
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Improved marketing to attract new customers and promote business.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.

Server Trainer

Saltgrass Steakhouse
01.2012 - 12.2019
  • Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
  • Trained new team members on restaurant procedures, menu items, and performance strategies.
  • Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
  • Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
  • Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
  • Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
  • Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
  • Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
  • Actively participated in team meetings to discuss strategies for increasing efficiency and improving customer experiences.
  • Instructed servers on proper techniques for taking orders, serving food and providing customer service.
  • Coached servers on proper food handling techniques to maintain compliance with health department regulations and uphold food safety standards.
  • Collaborated with kitchen staff to ensure timely delivery of meals, maintaining a high level of guest satisfaction.
  • Taught servers to memorize menu ingredients and provide information on preparation methods.
  • Implemented upselling techniques, boosting overall revenue for the restaurant.
  • Evaluated server performance regularly to identify areas for improvement and set attainable goals for development.
  • Conducted pre-shift meetings to review daily specials, menu changes, or operational updates with serving staff prior to opening hours.
  • Assisted management in creating a new menu, resulting in increased sales and customer satisfaction.

Education

High School Diploma -

Tokay High
Lodi, CA
06-2012

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Relationship building
  • Problem resolution
  • Customer relations
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Product knowledge
  • Appointment scheduling
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Quality control
  • Dispute resolution
  • Sales expertise
  • Research

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Representative

Maximus
11.2023 - Current

Deli Clerk

Sprouts Market
02.2023 - 10.2023

Manager

492 BBQ
01.2020 - 01.2023

Server Trainer

Saltgrass Steakhouse
01.2012 - 12.2019

High School Diploma -

Tokay High

Similar Profiles

CREATE PROFILE