Yenci Majano
Ogden,UT
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Prime Pest Control
05.2019 - 09.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Waitress Supervisor
La Cabanita
01.2015 - 06.2017
- Greeted new customers, discussed specials, and took drink orders.
- Monitored dining rooms for seating availability as well as service, safety, and well-being of guests.
- Supervised server staff and simultaneously served personal section of tables.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Managed food resources, memorized orders, and coordinated customer service.
- Bussed and reset tables to keep dining room and work areas clean.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization, and provide easy access during busy peak service times.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Supervised food presentation and plating to enhance visual appeal.
- Monitored food preparation, production, and plating for quality control.
- Monitored food inventory and supplies to prevent waste.
Education
High School Diploma -
Ben Lomond High School
Ogden, UT05.2017
Skills
- Account Management
- Technical Support
- Schedule Coordination
- Training and Mentoring
- Workflow Management
- Call Monitoring
- Call Center Operations
- Handling Escalations
- Sales Promotion
- Complaint Resolution
- One Call Resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Manager
Prime Pest Control
05.2019 - 09.2023
Waitress Supervisor
La Cabanita
01.2015 - 06.2017
High School Diploma -
Ben Lomond High School
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