Yessenia I. Santana Perez
Kentwood,MI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships.
Overview
3
3
years of professional experience
Work History
Customer Service
Grand Rapids Community College
Grand Rapids, MI
10.2020 - Current
- Provided primary customer support to internal and external customers.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Adapted to new applications and maintained knowledge of current technologies.
- Monitored permission, updated logs and issued passes to maintain security.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Communicated with customers via phone and email to respond to inquiries.
- Responded to inquiries from callers seeking information.
- Assisted coworkers and staff members with special tasks on daily basis.
Cashier Manager
Wingstop
Grand Rapids, MI
07.2019 - 10.2020
- Built positive relationships with customers to increase repeat business.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Quickly and accurately counted drawers at start and end of each shift.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Analyzed data and profit and loss statements to compose store budget.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Aligned inventory processes with demand projections to maximize organizational and budget efficiency.
- Trained team members in successful strategies to meet operational and sales targets.
- Recruited, managed and motivated over 10-member retail team to give every guest positive and memorable experiences
Education
Bachelor of Arts - Marketing
Grand Rapids Community College
Grand Rapids, MI2025
Skills
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Order and Refund Processing
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Verbal and Written Communication
- Bilingual -English and Spanish
- Microsoft Office Suite
Accomplishments
- Currently, a GPA of 3.8 in Grand Rapids Community College and I've been on the GRCC Dean's list for 5 semesters in a row.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service
Grand Rapids Community College
10.2020 - Current
Cashier Manager
Wingstop
07.2019 - 10.2020
Bachelor of Arts - Marketing
Grand Rapids Community College