Sophia Sanchez
Albuquerque,NM
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Guest Service and Vending
Sandia Peak Tramway
08.2021 - 07.2022
- Answer calls in a timely and friendly manor, verify customers, handle order issues, manage orders, and other internal extensions, transfer to correct department, place orders, modify orders, look up orders, provide follow up times
- Stock vending and vending supplies
- Inform of order needs to shift lead
- Fix and handle any vending issues and/or refunds.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Interviewer I
NORC at The University of Chicago
02.2020 - 07.2020
- Read preferred script for calls made by computer
- Answer questions about what the company offers and what I am doing
- Handle sensitive personal information, manage that information into the computer system
- Follow company rules with break time and allowed amenities
- Follow location rules with identification access and company training.
- Conducted interviews with participants to assess eligibility.
- Adapted interview style to suit needs of position and candidate.
Cook/Hostess/Server
Luigi's Italian Restaurant
07.2019 - 12.2019
- Answer phones for orders take-out and delivery, answer questions, seat customers in a timely manner
- Inform serving staff of sections
- Keep buffet clean and full informing cooks of low items
- Handle payment methods, order issues and other concerns
- Cook order for dine in, take-out, and delivery
- Manage kitchen by keeping it clean and stock as needed
- Learn recipes for items on menu and substitutions, keep dishes to order and stock buffet as needed
- Take customer food and drink orders, abide by government laws with alcohol
- Clean designated sections at end of night with owner desired procedures.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
Dishwasher/ Prep Cook
Sixty Six Acres
02.2019 - 07.2019
- Wash and store cooking utensils, pots, pans, drinkware, silverware, and machines
- Keep sinks and dishwasher keep and functional with reports of any abnormal behavior
- Clean and stock bathrooms and sinks within the facility
- Manage storage for cleaning supplies and orders of needed cleaning items
- Assist cooks in back of house preparing needed items for line and later shifts
- Learn recipes and calculate measurement adjustments.
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
- Cleared, washed and stacked all plates, dining utensils, and trays quickly and without breaking.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
- Assisted with kitchen prep work to help operations run smoothly and meet customer needs.
CAREGIVER
HOME INSTEAD SENIOR CARE
03.2018 - 05.2019
- Help with assistance of mobility while around house or out of house, hygiene care of all forms, household chores, transportation to and from house, companionship with clients, food preparation for day or week, other miscellaneous tasks asked to do
- Written notation of tasks done for the shift with client, management of client log book for the office when needed to be turned in for more pages or quick assessment of client
- Assistance with dressing and pet care as well as ambulation
- Am qualified to use gait belts, hospital beds, shower seats, Hoyer
- Qualified to work with clients that have dementia, incontinence, sight issues, speech issues, hearing issues, wheelchairs, walkers, canes, dentures, CPAP, Parkinson's and braces for limbs
- Am able to lift 50 pounds with valid driver's license and care insurance.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Crew Member
Domino's Pizza
11.2018 - 02.2019
- Answer phones to process orders and payments
- Handle instore customer orders, concerns, questions, and complaints
- Prepare and make orders as desired with quality check and timely manner
- Follow company procedures while upholding location appearance
- On-call when short staffed and stay longer if needed for production time and labor numbers.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
Clerical Assistant
Central New Mexico Community College
03.2018 - 07.2018
- Typical duties are entering data into a computer, filing records, sending, and receiving emails, answering telephone calls, and relaying messages, distributing supplies, managing office hours with professors in during term.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Interacted with customers by phone, email, or in-person to provide information.
- Responded to inquiries from callers seeking information.
SENIOR SANDWHICH ARTIST
SUBWAY
12.2017 - 03.2018
- Great customers as they enter the store, smile with each transaction, make orders to customers liking, follow guidelines and procedures, manage money safely from register and safe, manage prep for food and bread, make online orders and gather signatures, open and close store, make fresh brew tea, sweep, mop and keep general store areas clean and keep Owner/ Managers informed of every situation or issue.
- Kept workplace clean and organized in line with restaurant policies.
- Greeted guests, promoted specials, and took orders.
- Prepared and presented food in compliance with health and safety guidelines.
CUSTOMER CARE
LOWE'S HOME IMPROVEMENT
05.2017 - 07.2017
- Answer calls in a friendly and timely manner, gather basic customer information, address concern(s) and/or complaints, make requested changes, document entire call conversation and resolution, request receipt document, give discounts, direct calls to correct department, deescalate callers, contact customers local store, contact dispatch for delivery information, contact distributors directly for shipment/order information, have store higher ups call back if requested or required, learn and memorize company slogan and call opening, place orders online or manually and properly handle member payment method
- Have had several callers ask to speak with a manager or supervisor to state that I was very professional and helped with the issue in a very helpful manner, also stating that my customer service is what will make them buy from the company again, making the call a pleasant experience.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
CREW MEMBER
SONIC
01.2017 - 02.2017
- Take stall and drive thru orders, make ordered drinks, make ordered ice cream, manage money holder, manage carhop trays, carhop, make brewed coffee and lemonade, clean spills and areas, restock all areas, document food on floor, manage machine temperatures, handle customer complaints, open and close when needed, manage carhops swiped orders
- Learned all needed skill sets in less than two weeks, as well as learned all responsibilities and duties of an Assistant Manager.
- Took orders, prepared meals, and collected payments.
CUSTOMER SERVICE REPRESENTATIVE
PHILLIPS
09.2016 - 11.2016
- Answer calls in a friendly and timely manner, gather basic customer information, address concern(s) and/or complaints, make requested changes, document entire call conversation and resolution, troubleshoot product, request warranty replacement, request receipt document, give discounts, direct calls to correct department, deescalate callers, learn and memorize company slogan and call opening, place orders online and properly manage customer payment method
- Have had several caller ask to speak with a manager or supervisor to state that I was very professional and helped with the issue in a very helpful manner, also stating that my customer service is what will make them buy from the company again.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
RECEPTIONIST
ALBUQUERUQE FENCE CO.
01.2015 - 09.2016
- Answer calls in a friendly and professional manner
- Direct and take messages to correct office employee, give estimates for gate part prices and possible gate installations
- Manage office calendar with important dates for jobs with customer contact information
- Have correct documentation for office individuals that corresponded with what was needed from them as well as signatures required.
- Confirmed appointments, communicated with clients, and updated client records.
CANVASSER
ENVIORNMENT NEW MEXICO
02.2016 - 02.2016
- Memorize campaign headline issues, memorize campaign script, manage new and previous member accounts, manage member and nonmember donations, hand out flyers, provide alternate areas to donate, make member requested changes, handle designated canvass area, contact canvass leader at all times, keep in contact with fellow canvassers.
- Conducted regular surveys and canvassing activities to identify potential customers for products and services.
Education
Associate of Arts - Psychology
Central New Mexico Community College
Albuquerque, NM11.2024
High School Diploma -
Valley High School
Albuquerque, NM03.2016
Skills
- Customer Service
- Cash Handling
- Guest Relations
- Telephone Etiquette
- Guest Services
- Training and Mentoring
- Inbound and Outbound Calls
- Basic Housekeeping
- Supply Restocking
- Stage Management
- Stage Assistance
- Prop Management
Skills
1 year 3 months' experience dual monitor, 1 year 6 months' experience via over phone, in person at company and in person personal, 3 years receptionist duties with an added 3 months with most recent job, 2 years call center experience, 2-year Stage Manager for High School Theater and Stage Craft group, President of high school art club, Teacher sit in for high school Stage Craft class
Education
05/13/16, Valley High, High School Diploma, Current, CNM Main, Psychology, Degree in progress
Timeline
Guest Service and Vending
Sandia Peak Tramway
08.2021 - 07.2022
Interviewer I
NORC at The University of Chicago
02.2020 - 07.2020
Cook/Hostess/Server
Luigi's Italian Restaurant
07.2019 - 12.2019
Dishwasher/ Prep Cook
Sixty Six Acres
02.2019 - 07.2019
Crew Member
Domino's Pizza
11.2018 - 02.2019
CAREGIVER
HOME INSTEAD SENIOR CARE
03.2018 - 05.2019
Clerical Assistant
Central New Mexico Community College
03.2018 - 07.2018
SENIOR SANDWHICH ARTIST
SUBWAY
12.2017 - 03.2018
CUSTOMER CARE
LOWE'S HOME IMPROVEMENT
05.2017 - 07.2017
CREW MEMBER
SONIC
01.2017 - 02.2017
CUSTOMER SERVICE REPRESENTATIVE
PHILLIPS
09.2016 - 11.2016
CANVASSER
ENVIORNMENT NEW MEXICO
02.2016 - 02.2016
RECEPTIONIST
ALBUQUERUQE FENCE CO.
01.2015 - 09.2016
Associate of Arts - Psychology
Central New Mexico Community College
High School Diploma -
Valley High School
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