Yoldani Gonzalez Rosario
Customer Service Professional
Orlando,FL
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, performance and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Acting Store Manager
Starbucks
Orlando, FL
02.2020 - Current
- Acting as role model advocating culture and effective communication nurturing and inspiring everyone while celebrating purpose
- Store operations, steps for excellence, ops standards and improvement
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Approved regular payroll submissions for employees.
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
- Performed investigations on market flows to identify seasonal trends and forecast consumer needs.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Analyzed and interpreted store trends to facilitate planning.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Managed inventory control, cash control and store operational procedures.
Electronics Department Sales Lead
Community Thrift Store
Orlando, FL
09.2019 - 01.2020
- Department supervision, Service management in combination with price adjustments according to budgeting at managers requests.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Utilized highly developed interpersonal and people skills to approach customers and engage in conversations.
- Applied knowledge of electronics products to educate prospects and customers.
Ecom Back Office Agent
CoWorx Staffing Services
Tucson, AZ
05.2019 - 08.2019
- Inbound and outbound call management, customer service and de-escalation. Sales, first call resolution and orders dispute.
Customer Service Manager
Walmart
North Oxford, MA
10.2018 - 04.2019
- Customer service management
- Staff, resources and supervised personnel
- Accounting office, cash management and budget administration
- Decision making upon problem solving, full access to registers and internal software.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Coordinated resolutions for daily customer inquiries while consistently achieving performance targets
Department Supervisor
Community Thrift Store
Orlando, FL
08.2017 - 10.2018
- Department management, customer service and sales
- Receiving, sorting, pricing and dispatching merchandise to sales floor.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
- Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
Manager
Eclipse Stores
Puerto Rico
01.2015 - 08.2017
- Store management
- Sales and inventory supervision
- Accounting and cash management
- Customer care
Student and Chef Assistant
UIPR
Puerto Rico
08.2016 - 06.2017
- Supervised five groups of students working in multiple food service departments, provided customer service, handled warehouse administration and product quality.
Personal Assistant
La Broma
Puerto Rico
01.2014 - 08.2017
- Assisted artists of multiple fields handling stage management for entertainers
- Customer service and sales promotion
- Events coordination and property supervision.
Education
Culinary Arts/Management - Technical
08.2016 - 07.2017
Valedictorian – Recognitions for leadership, teamwork and excellence.
GPA: 4.00
Skills
Team leadership and coaching
Laws and regulatory compliance
Strategic thinker
Staff management, training, mentoring and development
Operations, goals and performance
Customer Relations
Relationship building and management
Maximizing profitability
Decision Making
Self-Motivated
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Acting Store Manager - Starbucks
02.2020 - Current
Electronics Department Sales Lead - Community Thrift Store
09.2019 - 01.2020
Ecom Back Office Agent - CoWorx Staffing Services
05.2019 - 08.2019
Customer Service Manager - Walmart
10.2018 - 04.2019
Department Supervisor - Community Thrift Store
08.2017 - 10.2018
UIPR - Culinary Arts/Management, Technical
08.2016 - 07.2017
Student and Chef Assistant - UIPR
08.2016 - 06.2017
Manager - Eclipse Stores
01.2015 - 08.2017
Personal Assistant - La Broma
01.2014 - 08.2017