KEYRA FERNANDA ORELLANA HILLMAN
BODDEN TOWN,CAYMAN ISLAND, BODDEN TOWN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in F&B, Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Front end Associate
Country Mart
04.2022 - 12.2023
- Greeting and assisting customers, Operating the cash register and handling transactions: POS Systems, cash pan balancing, Bank deposits, Vendor Payments, Vendor Orders, Keeping the front end of the store clean and organized, Answering customer inquiries and providing information about products, Stocking and restocking shelves, Assisting with customer returns and exchanges, Communicating effectively with other team members and management, Following company policies and procedures for customer service and sales.
Nanny
Katrina Watler
02.2021 - 04.2022
- Enhanced children''s emotional well-being by providing attentive care and nurturing relationships.
- Promoted intellectual development through reading, storytelling, and engaging educational activities.
Event Coordinator Atlantis Bar & Grill
Devans Bennett
05.2020 - 01.2021
- Enhanced customer satisfaction by providing timely and accurate food and beverage service.
- Maintained a clean and organized dining area, ensuring a positive guest experience.
- Collaborated with kitchen staff for seamless communication of special orders or dietary restrictions.
- Streamlined order processing, quickly entering orders into the Point-Of-Sale system to minimize wait times.
- Managed multiple tables simultaneously without sacrificing attention to detail or customer satisfaction levels.
- Reduced waste by closely monitoring inventory levels and promptly communicating supply needs to management.
- Handled cash transactions accurately, efficiently reconciling daily sales reports at the end of each shift.
- Conducted thorough menu knowledge assessments, confidently answering questions about ingredients, preparation methods, and allergens.
- Prepared dining areas for service by setting tables with proper utensils, glassware, and linens according to established standards.
- Resolved customer complaints diplomatically while maintaining composure under pressure situations in the restaurant environment.
- Contributed to team success by proactively assisting colleagues during busy periods without compromising individual responsibilities or performance metrics.
- Adhered to strict health code guidelines through diligent personal hygiene practices and routine sanitation of workspaces throughout shifts.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Enhanced attendee experience by meticulously planning and executing event logistics.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
Call center agent
Caribbean Call Center
01.2019 - 01.2020
- Handling inbound and outbound calls from patients, healthcare providers, and other stakeholders, Providing information about healthcare services, medical procedures, and insurance coverage, Assisting patients with scheduling appointments, obtaining referrals, and coordinating care, Conducting patient assessments and triaging urgent medical needs, Documenting and updating patient information in electronic health records (EHR) systems, Adhering to healthcare privacy and security regulations, such as HIPAA, Collaborating with healthcare professionals to ensure accurate and timely communication, Resolving patient inquiries, complaints, and issues with empathy and professionalism, Following up with patients to ensure continuity of care and satisfaction, Participating in ongoing training and education to stay informed about healthcare industry changes and best practices
cashier
Brown’s Esso Gas Station/ on the Run
06.2017 - 07.2018
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Education
Human Resources Manager - Human Resources Management
CEUTEC
Honduras 01.2021
Diploma Bachelor of Science & Humanities - Bachelor's
INNOVATEC / CEUTEC
Honduras 01.2020
Skills
- Customer Service
- Basic Math
- Payment Processing
- Cash Handling
- Merchandise Restocking
- Inventory Support
- Store Cleaning
- Cash Handling Expertise
- Problem-Solving
- Professional Appearance
- Relationship Building
- Upselling Strategies
- POS Systems
- Point of Sale
- Flexible Schedule
- Complaint Handling
- Guest Satisfaction
- Guest Relations
- Food Handling Safety
- Safe Food Handling
- Sales Strategy
- Special Event Coordination
- Beverage expertise
- Customer service excellence
- Time management
- Suggestive Selling
- Benefits Administration
- Employee Relations
- Communication Management
- Human Resources Administration
- HR Policies
- Administrative Support
- Effective Planning
- Report Generation
- New Hire Orientation
- Recruitment Management
- Maintaining Files
- Office Administration
- Computer Literacy
- Payroll Administration
- Human Resources Support
- Monitoring
- High Social Awareness
- Scheduling
- Microsoft Office and Docusign
- Mail Handling
- Labor Law Knowledge
- Decision Making
- Conflict Resolution
Personal Information
- Immigration Status: Special Work Permit RERC in process
- Date of Birth: 02/24/97
- Nationality: Honduran
- Marital Status: Married
References
- Dunia Ebanks, +13459160384
- Samantha Erskine, +13459253006
- Katrina Watler, +13453216766
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Front end Associate
Country Mart
04.2022 - 12.2023
Nanny
Katrina Watler
02.2021 - 04.2022
Event Coordinator Atlantis Bar & Grill
Devans Bennett
05.2020 - 01.2021
Call center agent
Caribbean Call Center
01.2019 - 01.2020
cashier
Brown’s Esso Gas Station/ on the Run
06.2017 - 07.2018
Human Resources Manager - Human Resources Management
CEUTEC
Diploma Bachelor of Science & Humanities - Bachelor's
INNOVATEC / CEUTEC
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