Vicky E Ponce
Haines City,FL
Summary
Responsible, punctual, reliable Bilingual Business Administration student with excellent communication and interpersonal skills. Always ready to be an effective member of a team by contributing new ideas and creative suggestions, and anticipating and filling needs by facing complex challenges with a calm and positive spirit. Proficiency with MS-Office as well as ability to learn new software programs easily and capably. Customer-focused Retail Sales Associate recognized for high productivity and efficient task completion. Possess specialized skills in customer service, inventory management, and sales techniques. Excel in communication, problem-solving, and adaptability to ensure positive shopping experiences, and meet sales goals. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Accommodations Plus International
Long Island City, USA
11.2024 - 06.2025
- Process client requests received through system.
- Assess customer needs and respond in a timely and professional manner.
- Follow-up on all client requests and transactions to ensure client satisfaction.
- Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or company adversely.
- Negotiate with vendors to achieve the best outcome for the client and company.
- Effectively use phone, email, fax, and Reservation Systems to track and provide solutions.
- Adapt to needs arising from the changing dynamics of schedules and unforeseen situations.
- Learn and maintain knowledge of work methods and systems to provide high level customer service.
Front Desk Agent
Aloft New York LaGuardia Airport
East Elmhurst, USA
08.2023 - 11.2024
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Ensured that all safety regulations were followed according to company standards.
- Answered phones, responded to inquiries, and took messages.
- Processed payments accurately and efficiently.
- Verified accuracy of room rates and other charges during check-in process.
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Managed cash drawer responsibly throughout shift.
- Verified customer credit to establish payment method for accommodations.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Kept records of room availability and guest accounts, manually or using computers.
Retail Sales Associate
UNIQLO Retail Stores
Queens, USA
06.2023 - 08.2023
- Provided product information and answered customer questions.
- Greeted customers upon entering the store and provided assistance.
- Organized displays to attract customers and promote sales.
- Stocked shelves with merchandise according to company standards.
- Demonstrated knowledge of store products and services.
Brand Ambassador
Old Navy
College Point, USA
01.2023 - 04.2023
- Restocked shelves as needed to ensure sufficient inventory levels.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Handled customer complaints in a professional manner.
- Greeted customers and provided exceptional customer service.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Collected payments and provided accurate change.
Hostess/Cashier
Rio Pio Restaurant
Manhattan, USA
02.2021 - 12.2022
- Provided menus to customers and answered questions regarding menu items.
- Demonstrated strong interpersonal skills when interacting with customers.
- Communicated clearly with kitchen staff regarding customer orders.
- Handled cash payments and reconciled daily transactions accurately.
- Provided excellent customer service by addressing customer needs promptly.
- Greeted guests upon arrival and escorted them to their tables.
- Maintained a clean and organized dining area.
- Greeted customers and provided them with menus.
- Verified reservations and wait times with customers.
- Answered phones promptly to record and confirm reservations.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Accepted payments from guests for dine-in and take-out foods.
Education
High school diploma or GED -
Flushing High School
Queens, NY06.2020
Skills
- Bilingual
- Communication skills
- Cash Handling
- Sales
- Phone etiquette
- Front desk agent
- Computer skills
- Host/hostess experience
- Customer service
- Guest services
- Adaptability and flexibility
- Time management
- Organizational skills
- Restaurant experience
- Attention to detail
- Email management
- Customer relationship management (CRM)
Timeline
Customer Support Specialist
Accommodations Plus International
11.2024 - 06.2025
Front Desk Agent
Aloft New York LaGuardia Airport
08.2023 - 11.2024
Retail Sales Associate
UNIQLO Retail Stores
06.2023 - 08.2023
Brand Ambassador
Old Navy
01.2023 - 04.2023
Hostess/Cashier
Rio Pio Restaurant
02.2021 - 12.2022
High school diploma or GED -
Flushing High School
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