Nicole Infante
Capitol Heights
Summary
Experienced bilingual customer service representative with 10 plus years in service industry. Skillfully delivers high-quality service and promote customer loyalty. Dedicated to team and business success.
Overview
13
13
years of professional experience
Work History
Catering Server
Windows
01.2012 - Current
- Assisted in event setup and teardown, ensuring a smooth transition between functions.
- Provided friendly, courteous service to create memorable moments for guests.
- Presented food and beverages on buffet tables and drink stations in line with formality and specifications of each event.
- Enhanced guest experience by providing exceptional service during catered events.
- Demonstrated flexibility in adapting to last-minute changes in menu items, guest count, or event timeline to maintain a high level of service quality.
- Loaded and unloaded tableware, catering supplies and meals to and from catering vehicles to comply with catering logistics.
- Maintained a clean and organized work environment, ensuring compliance with health and safety regulations.
- Received positive feedback from clients regarding attention to detail, promptness, and overall professionalism during catered events.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Collaborated with kitchen staff to ensure accurate and timely delivery of menu items.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Utilized proper food handling techniques to establish safety and quality of food served.
- Maintained tidy and organized dining room, kitchen and serving stations to comply with cleanliness standards.
- Supported the creation of memorable experiences for guests by delivering exceptional tableside service at weddings, corporate events, and private parties.
Remote Customer Service Representative
Alorica
03.2022 - 01.2023
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.26
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Developed strong working relationships with key customers, ensuring their specific needs were met consistently while maintaining a high level of professional service.
- Provided excellent customer service by greeting patrons warmly, answering questions, and addressing any concerns promptly.0
- Reached out to customers to offer assistance with account and service issues, as well as propose newproduct .choices.
Banker
Wells Fargo
01.2014 - 06.2019
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers in navigating online banking platforms, increasing their comfort level with digital transactions.
- Improved customer satisfaction by providing personalized banking solutions and effectively addressing client concerns.
- Developed customized financial plans tailored specifically to each client''s unique short-term and long-term goals.
- Maintained compliance in all transactions, adhering to bank policies and regulatory requirements.
- Educated clients on credit-building strategies, enabling them to improve their financial profiles.
- Streamlined account opening processes for increased efficiency and reduced wait times for clients.
- Built strong relationships with clients, resulting in increased loyalty and retention rates.
- Handled cash transactions accurately, maintaining proper security measures to prevent theft or fraud incidents.
- Resolved complex account issues through diligent research and prompt communication with clients.
- Led training sessions for new hires, ensuring a thorough understanding of bank procedures and excellent customer service skills.
- Collaborated with team members to achieve branch targets while maintaining high levels of customer service.
- Exceeded sales goals with proactive cross-selling of bank products and services to meet client needs.
- Supported management in implementing new sales initiatives that resulted in increased revenue generation for the branch.
Data Entry Clerk
Courtyard by Marriott
01.2014 - 03.2017
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
Assistant Store Manager
Cafe Rio
02.2012 - 01.2014
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions. fo
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.0
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.6
- Monitored daily cash transactions, ensuring accuracy in all financial reporting procsses.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
- Monitored restaurant operations and adjusted schedules to meet peak customer demand.
- Improved staff morale through effective communication skills and motivational techniques, resulting in enhanced teamwork and productivity.
Education
Bachelor of Science - Clinical Child Psychology
George Mason University
Fairfax, VA05-2022
Associate of Science - Business Administration
NOVA Community College
Annandale, VA04-2021
Skills
- Stress tolerance
- Guest service
- Strong communication skills
- Cleaning and sanitizing
- Equipment management
- Cleaning skills
- Order taking
- Food safety
- Exceptional customer service
- Event setup and breakdown
- Food presentation
- Sanitation standards
- Bartending
- Guest relations
- Service call scheduling
- Services troubleshooting
- Remote desktop services and support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Remote Customer Service Representative
Alorica
03.2022 - 01.2023
Banker
Wells Fargo
01.2014 - 06.2019
Data Entry Clerk
Courtyard by Marriott
01.2014 - 03.2017
Assistant Store Manager
Cafe Rio
02.2012 - 01.2014
Catering Server
Windows
01.2012 - Current
Bachelor of Science - Clinical Child Psychology
George Mason University
Associate of Science - Business Administration
NOVA Community College
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