Catalina Ventura
Puerto Vallarta
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
14
14
years of professional experience
Work History
Operations Manager, Customer Experience
Mexico Family Fun
03.2014 - Current
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Implemented strategies for continuous improvement in customer experience metrics.
- Enhanced employee engagement through the development of performance management systems and recognition programs.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
Cashier
Malibu
05.2010 - 05.2011
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
No Degree -
Oak Ridge High School
Oak Ridge, TennesseeSkills
- Staff Development
- Technical proficiency
- Effective communication
- Active listening
- Quality assurance
- Problem solving
- Organizational skills
- Team leadership
- Attention to detail
- Decision making
- Time management
- Critical thinking
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
Timeline
Operations Manager, Customer Experience
Mexico Family Fun
03.2014 - Current
Cashier
Malibu
05.2010 - 05.2011
No Degree -
Oak Ridge High School
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