YOHANNA POLANCO
Lynn,MA
Summary
Innovative Restaurant Manager with more than 5 years of food preparation and service experience. Motivates team members to meet challenging customer demands in fast-paced environments. Never sacrifices quality, safety or cost control measures vital to sustainable business operations. Flexible hard worker ready to learn and contribute to team success.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
Frontier Airlines
Boston, MA
03.2020 - 09.2024
- Delivered outstanding service by interacting with customers, answering customer inquiries, and handling customer complaints.
- Assisted customers with ticket purchases, trip planning, pricing, and scheduling.
- Checked luggage and directed passengers to concourses and piers.
- Searched for and located available seats, cabins, and flights for passengers.
- I greeted crew members, flight attendants, and passengers.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Provided clients with assistance in preparing required travel documents and forms.
- Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.
Customer Service Representative
Avianca Airlines
Boston, MA
03.2018 - 11.2019
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Greeted passengers and provided boarding instructions.
- Collected baggage charges and accepted baggage for check-in.
- Managed gate, ramp and cabin services for each flight.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Oversaw employee work schedules and delegated daily assignments.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Provided clients with assistance in preparing required travel documents and forms.
- Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.
Restaurant Manager
Wendy's
Peabody, MA
02.2015 - 03.2018
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Performed opening and closing procedures each day.
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
- Resolved problems or concerns to satisfaction of involved parties.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
Education
High School Diploma -
Alejandrina
Calle Esfuerzo Pantoja06-2018
Skills
- Customer service best practices
- Restaurant operations management
- Proven sales record
- Employee recruitment expertise
- Bilingual in [Spanish]
- Influencing and persuasive
- Labor and food cost control
- Supervisory skills
- Travel sales
- Customer reservations
- Team building
- Time management
- Fluent in Spanish
Timeline
Customer Service Supervisor
Frontier Airlines
03.2020 - 09.2024
Customer Service Representative
Avianca Airlines
03.2018 - 11.2019
Restaurant Manager
Wendy's
02.2015 - 03.2018
High School Diploma -
Alejandrina
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