Monika Santiago Soto
Baltimore
Summary
Dynamic professional with a proven track record in customer service and effective multitasking, honed at companies like Maiwand Grill. Excelled in high-stress situations, demonstrating patience, empathy, and exceptional phone etiquette. Skilled in fostering positive environments and enhancing customer experiences, leading to increased loyalty and reduced discrepancies.
Overview
9
9
years of professional experience
Work History
Hostess
Maiwand Grill
07.2022 - Current
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Ride Operator
Six Flags Fiesta Texas
05.2021 - 06.2022
- Followed safety procedures for operating and loading and unloading passengers from amusement park rides.
- Adapted quickly to new ride assignments, learning proper operation techniques efficiently to minimize downtime between shifts.
- Enhanced rider experience by enforcing safety procedures and providing clear instructions.
- Collaborated with team members to maintain a clean, organized, and safe ride area for guests.
Team Leader
Riverstreet Sweets
09.2021 - 05.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Customer Service Representative
Target
11.2020 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Assistant Manager
Scoop Du Jour
06.2016 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
No Degree - EMS
Baltimore City Community College
Baltimore, MDHigh School Diploma -
Riverhead High School
Riverhead, NY06-2020
Skills
- Customer service
- Effective multitasking
- Patience and empathy
- Phone etiquette
- Detail-oriented
Languages
Spanish
Native or Bilingual
Timeline
Hostess
Maiwand Grill
07.2022 - Current
Team Leader
Riverstreet Sweets
09.2021 - 05.2022
Ride Operator
Six Flags Fiesta Texas
05.2021 - 06.2022
Customer Service Representative
Target
11.2020 - 09.2021
Assistant Manager
Scoop Du Jour
06.2016 - 09.2020
No Degree - EMS
Baltimore City Community College
High School Diploma -
Riverhead High School
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