Fransheska Rivera
Carolina
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments. Motivated to maintain customer satisfaction and contribute to company success.
Overview
6
6
years of professional experience
Work History
Pool Server
Sheraton Convention Center
06.2023 - Current
- Welcomed guests on arrival, displaying professional and friendly approach.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Addressed customer complaints quickly and professionally to avoid negative reviews and loss of business.
- Established rapport with regular customers, fostering loyalty through personalized service experiences.
- Served meals to customers according to established guidelines.
- Supported management by completing daily side work tasks such as restocking supplies and cleaning duties.
- Practiced good time management to deliver customers' prepared orders quickly and accurately.
- Increased sales significantly by upselling higher-end products to customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Demonstrated strong multitasking skills by managing several tables at once while maintaining high standards of service quality.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Assisted in training new pool servers, sharing best practices for efficient service and guest relations.
Assistant Manager
907 Night Club
12.2021 - 12.2022
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Maintained a clean, safe, and organized environment to enhance the customer experience.
- Solicited customer feedback to identify and improve on areas of weakness.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
Team Trainer / Customer Service Cashier
Universal Studios
01.2018 - 04.2019
- Maintained current knowledge of all team position requirements.
- Trained other employees in customer service, food safety, and performance requirements.
- Provided coaching and mentoring to employees.
- Conducted individual assessment sessions with employees to better understand their strengths and weaknesses, enabling tailored development plans.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Worked with floor team and managers to meet wide range of customer needs.
- Upsold additional products and services to customers, increasing revenue.
- Stocked, tagged and displayed merchandise as required.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Business Administration And Management
Universidad Del Este
Carolina, Puerto Rico06.2015
High School Diploma -
C.E.D.E.A
San Juan, Puerto Rico05.2010
Skills
- Enthusiastic
- Time Management
- Attention To Detail
- Adaptability
- Leadership
- Reliability
Accomplishments
- Pass GREEN the 2024 Brand Standard Audit at the Sheraton Resort & Casino.
- Was mentioned 80 times through 2023-2024 in Trip Advisor and Guest Survey Service Satisfaction
Languages
English
Proficient
C2
Spanish
Proficient
C2
Timeline
Pool Server
Sheraton Convention Center
06.2023 - Current
Assistant Manager
907 Night Club
12.2021 - 12.2022
Team Trainer / Customer Service Cashier
Universal Studios
01.2018 - 04.2019
Business Administration And Management
Universidad Del Este
High School Diploma -
C.E.D.E.A
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