Veronica Sierra
Tampa,Florida
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Efficient at problem solving and understanding the needs of the guest, utilizing resources and guaranteeing customer satisfaction. Adept at taking leadership of teams and meeting organizational objectives.
Overview
6
6
years of professional experience
Work History
Collections Specialist I
JP Morgan Chase
03.2024 - Current
- Negotiated with clients to create mutually agreeable payment plans.
- Used probing skills to investigate customer situation and navigate solutions.
- Part of department initiative to implement long term payment program solutions for Collections Specialist I team.
- Maintained 100% CSAT score year to date.
- Consistently abided by quality and regulatory compliance.
- Consistently exceeded monthly score card metrics and objectives.
- Manage multiple technologies (First Support, Adobe, Excel, etc) while working in a fast paced environment
- Boosted overall collection efforts by building strong relationships with clients that created trust and open communication lines.
Guest Service Manager
The Fresh Market
11.2022 - 02.2024
- Recruited, interviewed, and hired employees through iCIMS.
- Reviewed nightly audit to ensure all accounting is correct.
- Monitored all staff training and course work.
- Oversaw operations of all departments when opening and closing the store.
- Utilized Kronos to create weekly schedule for employees.
- Managed and promoted store loyalty program and actively communicated with team members to advocate and recruit members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained customer service score above company goal of 82% by establishing positive relationships with guests and utilizing problem solving resources.
- Monitored curbside pickup scores and ensured quality and efficiency goals are met.
Assistant Guest Service Manager
The Fresh Market
05.2021 - 11.2022
- Contacted our financial institution biweekly to place change orders.
- Created nightly cash deposits.
- Reviewed daily paperwork and verified all documentation was present.
- Used weekly paperwork and scorecards to provide team member coaching.
- Completed Daily Cash report to send out to corporate office.
- Monitored registers and created efficient guest checkout experience.
- Answered customer inquiries and created solutions to meet customer needs.
Cashier
The Fresh Market
12.2020 - 04.2021
- Operated cash register to record transactions accurately and efficiently.
- Assisted customers with returns, refunds and resolving transaction issues.
- Addressed customer needs and made product recommendations to increase sales.
- Checked BOH inventory to supply guest requests
- Maintained and cleaned front end department
- Assisted in training of new employees on handling different forms of customer payments, customer service, and additional cashier tasks.
- Helped customers complete purchases and locate items.
Cashier
Chipotle Mexican Grill
09.2019 - 03.2020
- Maintained healthy customer relations and effectively resolved customer concerns
- Assisted on orders placed via delivery services (i.e UberEats, Postmates, Doordash)
- Oversaw nightly sanitation of the entire restaurant
- Assisted in inventory checks and placing orders for restaurant essentials
- Assisted in restocking food and kitchen essentials to designated areas.
Team Member
JOANN Fabrics and Crafts
06.2018 - 05.2019
- Processed and organized online orders and deliveries to customers/businesses.
- Performed cash, card and check transactions to complete customer purchases.
- Provided knowledgeable information regarding store products and project concerns.
- Assisted customers in finding requested products.
- Helped promote store rewards program and app.
- Processed refunds and exchanges.
Education
Continuing Student - Mass Communications
University of South Florida
2026
Skills
- Bilingual (Spanish and English)
- Proficient in MS Office
- Customer Relationship Management
- Customer Service Team Leadership
- Ability to Multitask and Work in Demanding Environments
- Data Entry Efficiency
Timeline
Collections Specialist I
JP Morgan Chase
03.2024 - Current
Guest Service Manager
The Fresh Market
11.2022 - 02.2024
Assistant Guest Service Manager
The Fresh Market
05.2021 - 11.2022
Cashier
The Fresh Market
12.2020 - 04.2021
Cashier
Chipotle Mexican Grill
09.2019 - 03.2020
Team Member
JOANN Fabrics and Crafts
06.2018 - 05.2019
Continuing Student - Mass Communications
University of South Florida
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