Neliani Rocha
Worcester
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
19
19
years of professional experience
Work History
Front of House Team Member
Life Garden Cafe
10.2022 - 06.2023
- Established welcoming atmosphere by greeting each guest warmly.
- Maintained tidy and organized work area to preserve aesthetics and support cleanliness and quality standards.
- Helped guests at tables when in need of assistance.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Managed very high number of customers with increase of sales and tips.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Assisted servers with delivering food, filling beverages, and retrieving items for guests.
- Collaborated with housekeeping and maintenance to address need of guests, increasing customer satisfaction.
- Registered guest information on database to maintain accuracy and tracking information.
- Verified ID and payment preference of guests to make transactions faster and more flexible.
- Submitted incident and activity reports to alert management and address urgent situations, practicing safety and security measures.
- Greeted customers and answered inquiries regarding menu items and specials.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
- Processed customer payments and balanced cash drawers.
- Demonstrated knowledge of menu items and corresponding ingredients.
- Defined problems to make decisions and moved forward to support quick resolution.
- Defined problem to identify, prioritize and select alternatives.
Secretary
Northside Painting Contractors
03.2014 - 11.2019
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Booked airfare, hotel, and ground transportation to coordinate office travel.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Managed average of 30 to 40 calls per day.
Front Counter Cashier
Happy Cleaners Dry Cleaner
06.2011 - 02.2019
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Greeted customers and responded to requests for information.
- Maintained organized and orderly front end and removed carts, baskets, and debris.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated register system to process new purchases, item returns, and merchandise exchanges.
- Provided each customer with detailed receipts for proof of purchase and to avoid discrepancies.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
Front Counter Crew Member
Deluxe Dry Cleaners
01.2009 - 06.2011
- Provided amazing customer service by greeting customers and quickly fulfilling orders and requests.
- Assisted guests with product knowledge and promotional information upon request.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Managed multiple tasks in high-volume environment.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Front Counter Crew Member
Happy Cleaners Dry Cleaner
05.2005 - 01.2009
- Provided amazing customer service by greeting customers and quickly fulfilling orders and requests.
- Assisted guests with product knowledge and promotional information upon request.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Front Counter
The Bistro Café
07.2004 - 05.2006
- Delivered prompt service to prioritize customer needs.
- Provided friendly, attentive service throughout peak times for responsive customer care.
- Processed cash, credit and debit transactions accurately, limiting discrepancies.
Education
Completed -
South High School Community
Worcester, MA06.2004
Skills
- Multilingual (English, Portuguese and Spanish)
- Guest Relations
- Phone Inquiries
- Maintaining Clean Work Areas
- Guest Interaction
- Customer Needs Assessments
- People Skills
- Organized
Timeline
Front of House Team Member
Life Garden Cafe
10.2022 - 06.2023
Secretary
Northside Painting Contractors
03.2014 - 11.2019
Front Counter Cashier
Happy Cleaners Dry Cleaner
06.2011 - 02.2019
Front Counter Crew Member
Deluxe Dry Cleaners
01.2009 - 06.2011
Front Counter Crew Member
Happy Cleaners Dry Cleaner
05.2005 - 01.2009
Front Counter
The Bistro Café
07.2004 - 05.2006
Completed -
South High School Community
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