Master of Science - Education Sciens
ISPH Jose De La Luz Y Caballero
02.2009 - 06.2013
Yamilka Hernandez Yero
Assistant Manager
Naples,FL
Summary
Empathetic Care Worker with sensitive and compassionate approach to cultivating trusting, stimulating and varied lifestyle for residents. Offers enhanced care with flexible learning approach for patients. Experience in hospital and in-home settings providing guidance and encouragement to patients through physical and emotional support. 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.
Education
Bachelor of Science - Education
ISP Jose De La Luz Y Caballero
Holguin, Cuba03.2009
Education of Individuals in Elementary Special Education Programs
ISP Jose De La Luz Y Caballero
06.2003
Skills
- Customer service
- Active listening
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Complaint resolution
- Customer satisfaction measurement
- Call management
- Order processing
- Quality control
- Customer education
- Store maintenance
- Conflict mediation
- Document control
Languages
English
Spanish
Work History
Window Clerk
Post Office
Naples, FL
02.2022 - 03.2026
- Processed incoming and outgoing mail efficiently, ensuring accurate delivery timelines.
- Place materials orders systematically according to needs such as boxs, labels, stamps orders and others.
- Managed customer inquiries and provided solutions to enhance service experience.
- Operated postal equipment, including sorting machines and scales, to optimize workflow.
- Maintained organized records of transactions and shipments to support operational accuracy.
- Collaborated with team members to streamline daily operations and boost productivity.
- Ensured compliance with postal regulations while handling sensitive materials securely.
- Maintained a clean and organized work area, contributing to an overall positive environment for both employees and customers.
- Provided support to other postal staff when needed, fostering a collaborative team atmosphere.
- Assisted customers with postage purchases, maintaining a high level of product knowledge to provide accurate information.
- Enhanced customer satisfaction by providing efficient and friendly service at the window counter.
- Promoted customer loyalty by offering personalized assistance with their mailing needs based on individual preferences.
- Exceeded performance expectations regularly, leading to positive feedback from supervisors and peers.
- Consistently met performance standards for window clerk duties, contributing to the smooth operation of the postal facility.
- Assisted customers by answering questions and fulfilling requests.
- Assisted customer by locating items, processing payments, and carrying out heavy purchases.
- Processed credit, debit and cash transactions correctly to obtain full payment of customer purchases.
- Processed returns and handled exchanges quickly to provide positive store experiences.
- Performed cash, card, and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Assistent Manager
Travel Agency
Naples, FL
01.2020 - 02.2021
- Assisted in daily operations, ensuring adherence to company policies and procedures.
- Coordinated training sessions for new employees, enhancing team productivity and knowledge retention.
- Implemented inventory management processes, improving stock accuracy and reducing discrepancies.
- Analyzed sales data to support strategic decision-making and optimize product offerings.
- Facilitated team meetings to address performance issues and promote collaborative problem-solving.
- Developed standard operating procedures, streamlining workflows and enhancing operational efficiency.
- Resolved customer inquiries effectively, maintaining high standards of service quality and satisfaction.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
Cashier
Greeting Card Outlets Gift Shop
Naples, FL
04.2019 - 01.2021
- Processed customer transactions efficiently and accurately.
- Assisted with maintaining cleanliness and organization of the checkout area.
- Transfer money by Wester Union and Intermex.
- Working whit fax machine and copy machine.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Operated cash register and handled various payment methods confidently.
- Supported inventory management by restocking shelves and monitoring product availability.
- Adapted to new point-of-sale systems with minimal supervision for improved productivity.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Learned product offerings quickly to enhance customer recommendations and sales support.