Geraldin Navarro Martinez
Tuaranga ,Bay Of Plenty
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
5
5
years of professional experience
Work History
Food and Beverage Attendant
Jet Park Hotel
Waikato, Hamilton
04.2024 - Current
- Reconciled daily transactions, balanced tills, and deposited the restaurant's earnings at reception.
- Communicated effectively with kitchen staff regarding customer orders.
- Oversaw inventory in the buffet, and reported replacement needs to kitchen management.
- Prepared mixed drinks according to established recipes while adhering to responsible alcohol service guidelines.
- Replenished stocking stations with cutlery, condiments, and napkins.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Maintained a presence throughout meals to assist guests with additional food and beverage requests.
- Performed opening and closing duties, such as setting up tables and chairs, checking equipment functionality, and counting cash in till drawers.
- Resolved guest complaints to maintain complete customer satisfaction.
- Maintained a positive attitude toward colleagues and customers at all times.
- Ensured compliance with health and safety regulations within the restaurant.
- Promptly addressed customer issues in a professional manner.
Casual Support Worker
Private Employer
Waikato , Hamilton
04.2023 - 01.2025
- Supported clients in developing independent living skills, including cooking and cleaning.
- Assisted clients with daily living activities, such as bathing, dressing, and grooming.
- Provided emotional support and companionship to enhance clients' well-being.
- Participated in professional development and training sessions to improve the quality of care provided.
- Supported clients with mobility needs, including wheelchair use, and transfers.
- Implemented and developed tailored care plans, incorporating needs assessments and evaluations of psychosocial functioning.
- Encouraged service users to make decisions about their own lives, where appropriate.
- Carried out household tasks, including cleaning and laundry, to ensure a safe and clean living environment.
- Offered guidance and support to clients' families, providing advice and resources.
- Assisted in the development of social skills through group activities and one-to-one interactions.
Vivint Call Center Representative
Teleperformance Colombia
Huila, Neiva
03.2022 - 11.2022
- Provided accurate information about products and services while upselling additional products when appropriate.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Contacted customers regarding potential service upgrades, new services, and account changes.
- Built effective working relationships with team members across multiple departments.
- Updated customer accounts, addresses, and contact details within call management databases.
- Consistently met or exceeded targets for call speed and accuracy.
- Engaged in conversations with customers to understand their needs, resolve issues, and answer product-related questions.
- Adjusted bills and issued refunds to resolve customers' service or billing complaints.
- Handled escalated customer service concerns to ensure customer satisfaction, and maintain long-term business relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting appropriate solutions, and resolving issues promptly.
- Navigated computer systems to review information and respond accurately to callers.
Front of House Staff Member
Cock & Bull
Waikato, Hamilton
04.2021 - 12.2021
- Welcomed and thanked guests to show appreciation for their custom.
- Maintained high standards of customer service during busy work shifts and fast-paced operations.
- Replenished condiments and other dining supplies as required throughout the shift.
- Filled soft drink cups and served hot tea and coffee to patrons.
- Worked collaboratively with the team to ensure timely service of items.
- Assisted guests with special needs or accommodations, fostering an inclusive environment.
- Explained menu items, took orders, and served food courses according to instructions.
- Helped set up for events and special occasions to ensure a seamless experience.
- Managed reservations and seating arrangements efficiently.
- Ensured compliance with health and safety regulations in the front-of-house area.
Customer Service Representative
Mad Mex
Waikato, Hamilton
12.2019 - 04.2021
- Completed day-to-day duties accurately and efficiently.
- Provided support and guidance to colleagues to foster a collaborative work environment.
- Delivered excellent service and attention to customers both face-to-face and over the phone.
- Promoted high customer satisfaction by resolving issues with knowledgeable and friendly service.
- Followed safe food handling practices to prevent the spread of germs.
- Carried out additional tasks, such as restocking condiments and cleaning refrigerators.
- Ensured compliance with local health regulations during food preparation processes.
- Built brand loyalty and achieved customer satisfaction by working effectively with other food service team members.
- Modified menu items in the POS system to customise orders as requested.
- Trained new employees on job responsibilities and the safe operation of kitchen equipment.
Education
High School Diploma -
Hamilton Girl's High School
HamiltonCertificate In University Preperation
University of Waikato
Hamilton, NZ06-2023
Bachelor of Arts - Counselling
Wintec
Hamilton, NZSkills
- Guest services
- Reliability and punctuality
- Phone orders
- Adaptability under pressure
- Complaint resolution
- Customer service
Affiliations
- Fustal
- Dance
- Hiking and small walks
Accomplishments
- Employee of the Month Jet Park, June 2024
- French language award level 1
- Excellence endorsement level 2 Spanish
- Merit Endorsement level 3 Spanish
- Certificate in Health Wintec
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Food and Beverage Attendant
Jet Park Hotel
04.2024 - Current
Casual Support Worker
Private Employer
04.2023 - 01.2025
Vivint Call Center Representative
Teleperformance Colombia
03.2022 - 11.2022
Front of House Staff Member
Cock & Bull
04.2021 - 12.2021
Customer Service Representative
Mad Mex
12.2019 - 04.2021
High School Diploma -
Hamilton Girl's High School
Certificate In University Preperation
University of Waikato
Bachelor of Arts - Counselling
Wintec
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