General Support Representative at ID.me (2021-07 – Present)
- Maintain high levels of customer satisfaction with proactive follow-ups and clear communication.
- Verify member identification and follow verification procedures according to NIST compliance standards.
- Answer customer inquiries promptly and professionally, resolving 95% of customer issues on the first call for Veteran Affairs.
- Respond to member inquiries via Zendesk and escalate tickets to Jira when applicable.
- Provide a translation for Spanish-speaking Zendesk tickets and Zoom calls.
- Schedule Zoom calls to confirm that the member is the account holder for IAL2/LOA3.
- Effectively and routinely balanced multiple customers through multiple chat sessions at one time.
- Assist with documentation verification for the shop ID.me marketplace.
Amusement Department Manager at Round1 (2020-07 – 2021-08)
- Interviewed, hired, trained, mentored, and evaluated associates.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Completed a weekly and monthly inventory of games, redemption stock, and crane stock, then submitted it to HQ.
- Planned, created, tested, and deployed games in Japanese cranes to meet and exceed customer expectations.
- Supervised and directed all merchandise and shipment processing.
- Organized promotional events and interacted with the community to increase sales volume.
Assistant General Manager at Torrid (2019-07 – 2020-02)
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Performed all bookkeeping functions, including payroll processing, invoice transmittal, calculated metric daily and weekly sales records, prepared bank deposits, and cash reconciliation.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Implemented loss prevention tactics to deter theft while maintaining a welcoming environment for all customers.
- Rotated merchandise and displays to feature new products and promotions.
Administrative Assistant/Quality Control (Contractor) at Department of Justice (COPS) (2017-12 – 2019-03)
- Completed Quality Control of monthly progress reports from Police forces all over the United States and territories.
- Move files records to a digital format in the ARMA File system.
- Updated police district information, such as addresses, phone numbers, names, security clearances, and safeguards.
- Scheduled meetings and recorded and transcribed minutes of those meetings.
- Distributed weekly company updates in a mass email.
- Ordered office supplies & kitchen supplies, and invoicing of all supplies.
Administrative Assistant (Internship for School) at Don Beyer Volvo (2017-09 – 2017-11)
- Created reports on sales, inventory, and purchases using Excel & SharePoint.
- Revised contact information on employees for the Human Resources Department using Excel.
- Verified correspondence and ensured background and reference checks were completed.
- Prepared new employee files with I-9 forms and other confidential information.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Answered the phone and performed clerical duties to assist the human resources department.
Lead Hostess Position (Full-time) at Jackson 20 at Kimpton Hotel Monaco (2016-02 – 2017-07)
- Managed special events coordination, ensuring seamless execution from initial inquiry through event completion.
- Coordinated schedules and seating plans for eight servers and 100 tables.
- Oversaw booking (OpenTable) with up to 200 reservations per shift.
- Collaborated with servers, kitchen, and staff to manage waitlist and ensure high performance.
- Exceeded guests' expectations by accommodating small children, disabled, or food allergies.
- Answered multi-line phone systems to schedule reservations and process room service orders.
Assistant General Manager (Full-time) at Robeks (2014-09 – 2016-01)
- 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.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Set up new campaigns and align existing ones during events and new product launches to maximize the number of leads generated.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Monitored food inventory and supplies to prevent waste.
Sales Associate/Assistant Manager (Full-time) at Crumbs Bakery (2012-08 – 2014-08)
- Promoted to Assistant Manager.
- Supported the general manager in all logistic operational tasks, such as the procedures for obtaining licenses and permissions, and administrative and general services processes.
- Performed all bookkeeping functions, including payroll processing, check control, invoice transmittal (paying the bills), daily and weekly sales records, prepared bank deposits, and cash reconciliation.
- Processed special orders using forms in Microsoft Word & Excel
- Arranged bakery displays to showcase baked goods, cakes, and cupcakes to drive product sales.
- Maintained cleanliness and hygiene in the bakery premises.
