Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yesinia Castellanos

Hammond,IN

Summary

Dynamic customer service professional with a proven track record at Noodles & Company, excelling in problem-solving and team motivation. Adept at cash management and enhancing team performance, I foster positive relationships and drive customer satisfaction through effective complaint resolution and strategic workforce development. Committed to workplace safety and operational excellence.

Experienced Shift Manager highly effective at keeping operations running smoothly and customers satisfied with high-quality, efficient service. Talent for proactively solving problems and keeping team members on task.

Overview

14
14
years of professional experience

Work History

Utility Clerk

Meijer
08.2011 - 10.2011
  • Assisted in the development of company policies to enhance efficiency, safety, and overall performance in the workplace.
  • Assisted with retrieving shopping carts, returning back to store.
  • Responsible for cleaning other areas of a work site.


Customer Service Representative

McDonald's Restaurant
07.2014 - 10.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Exhibited high energy and professionalism when dealing with customers and staff.

Cashier/Line Worker and Server

Old Country Buffet
03.2016 - 05.2018
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Worked with floor team and managers to meet wide range of customer needs.

Guest Service Representative

Motel 6 Hotel
01.2018 - 11.2020
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Assisted in emergency situations as required while adhering strictly to safety protocols.
  • Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
  • Streamlined check-in and check-out processes for increased efficiency and guest convenience.
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
  • Fostered positive atmosphere, greeting guests warmly upon arrival.

Shift Manager

Noodles & Company
11.2020 - Current
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Excelled in every store position and regularly backed up front-line staff.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
  • Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
  • Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
  • Boosted customer satisfaction by implementing customer feedback system to address and resolve concerns promptly.
  • Negotiated with suppliers for better pricing, directly impacting profitability by reducing operational costs.
  • Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.

Education

No Degree -

East Chicago Central High Scool
East Chicago, IN

Skills

  • Cash management
  • Decision-making
  • Customer service dedication
  • Workforce development
  • Workplace safety
  • Efficient currency handling
  • Team motivation strategies
  • Proficient in managing opening and closing tasks
  • Timely and trustworthy
  • Resolving customer complaints
  • Effective relationship management
  • Team performance enhancement
  • Coordinating team responsibilities
  • Guiding professional development
  • Customer service
  • Problem-solving

Timeline

Shift Manager

Noodles & Company
11.2020 - Current

Guest Service Representative

Motel 6 Hotel
01.2018 - 11.2020

Cashier/Line Worker and Server

Old Country Buffet
03.2016 - 05.2018

Customer Service Representative

McDonald's Restaurant
07.2014 - 10.2014

Utility Clerk

Meijer
08.2011 - 10.2011

No Degree -

East Chicago Central High Scool

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