Sophia Urena
Yonkers,NY
Summary
Dynamic and detail-oriented professional with extensive experience in customer service at H&M. Proven ability to enhance guest experiences through effective communication and organization. Skilled in cash-handling accuracy and training new team members, consistently recognized for reliability and teamwork in fast-paced environments. Committed to delivering exceptional service and fostering diverse clientele loyalty with patience and problem-solving.
Overview
4
4
years of professional experience
Work History
Sales Associate
H&M
Yonkers, USA
04.2024 - Current
- Maintained organization and efficiency during merchandise handling on truck shifts.
- Replenished products continuously to ensure a diverse and fully stocked sales floor.
- Addressed customer complaints promptly by providing effective solutions.
- Ensured cleanliness across the sales floor through diligent garment care.
- Adapted to layout changes while remaining knowledgeable about merchandise and trends.
- Handled customer returns and exchanges professionally and promptly.
- Participated in inventory counts and restocked shelves as needed.
- Answered incoming telephone calls to provide store, products and services information.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Processed transactions swiftly while delivering attentive and friendly service.
- Educated customers on current promotions and loyalty programs.
Guest Experience Host
Madame Tussauds
New York, USA
06.2023 - 04.2024
- Delivered accurate information to guests about museum and attractions during tours.
- Facilitated communication with guests, overcoming language barriers with patience.
- Mastered four hosting areas in the commercial position to enhance guest experiences.
- Provided consistent bar services in Food & Beverage areas.
- Guided guests in hands-on sculpting activities for creative souvenir experiences.
- Reported suspicious behaviors to management, reducing theft and product shrinkage.
- Executed effective selling and upselling strategies to maximize revenue.
- Maintained professionalism and efficiency during peak service periods.
- Engaged in team activities and events to better form a bond within the work environment.
- Resolved any guest complaints or issues promptly and professionally.
Seasonal Retail Associate
Burlington
Yonkers, USA
10.2022 - 01.2023
- Rang up customers efficiently while ensuring attentiveness and friendliness.
- Organized and sorted items accurately in a fast-paced environment.
- Communicated effectively with team members, providing assistance as needed.
- Recognized by supervisors for reliability in training staff across various departments.
- Proficiently opened and closed the store, ensuring thorough cleaning to maintain cleanliness.
Cups Team Member
Cups
Yonkers, USA
12.2021 - 05.2022
- Welcomed customers warmly and professionally while assisting with service requirements.
- Managed store independently during designated shifts, ensuring smooth operations.
- Handled cash deposits accurately during opening and closing shifts as keyholder.
- Provided nutrition and allergy information to address customer inquiries and concerns.
- Trained new staff on proper procedures and customer service standards.
- Engaged with customers to promote loyalty programs and special offers.
- Signed off on truck shipments and organized stock for efficient inventory management.
- Maintained cleanliness of heavy machinery and dishes to prevent contamination.
- Adapted to teamwork dynamics while thriving in fast-paced environments.
Education
High School Diploma -
The Cinema School
Bronx06.2021
Skills
- Customer Service
- Host/Hostess Experience
- Food and Beverage Service
- Bartending Service
- Retail Service
- Creativeness
- Communication
- Organization
- Teamwork
- Interactiveness
- Garment Caring
- Cash-handling accuracy
- Detail-orientated
- Training and development
Languages
Spanish
Professional
References
References available upon request.
Timeline
Sales Associate
H&M
04.2024 - Current
Guest Experience Host
Madame Tussauds
06.2023 - 04.2024
Seasonal Retail Associate
Burlington
10.2022 - 01.2023
Cups Team Member
Cups
12.2021 - 05.2022
High School Diploma -
The Cinema School