PAULINE SANTOS
Invermere,Canada
Summary
Driven leader with strong problem-solving and customer service skills. Dynamic professional with demonstrated success in developing and executing innovative marketing strategies to boost sales, while maintaining operational efficiency. Skilled in budget management to reduce costs and maximize profits. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bank of Montreal, BMO
07.2024 - Current
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
Coffee Experience Ambassador
Kicking Horse Café
08.2023 - Current
- Create an exceptional experience for our guests through connection and coffee
- Craft high quality coffee beverages (and sometimes tea)
- Use our brand-new POS, to make sure guests have all they need including Café meals, merch, and coffee, of course
- Foster of a positive, energetic, and dare we say, fun, work environment
- Taste testing is included in this gig, you will learn all things coffee, develop your barista skills, and go forth to make the best lattes this town has ever seen
Food Service Supervisor
Dairy Queen Invermere
05.2021 - 06.2024
- Supervise, coordinate and schedule the activities of staff who prepare, portion, and serve food
- Participate in assisting to establish methods to meet work schedules; maintain records of stock, repairs, sales and wastages
- Train staff in job duties and sanitation and safety procedures
- Ensure that food and service meet quality control standards
- Participate in the selection of Food Service Staff and Assist in the development of Policies, Procedures and Budgets
- Maintain Company and Corporate adherence to standards, Procedures and Programs
- Assists in ensuring optimal employee coverage at all times and fills in as required for various areas during busy periods to maintain optimal customer service levels
- Assigned in ordering of Buns
- Assigned in Ensuring Promotional Materials posted are updated
- Assigned in making and Decorating Ice cream Cakes
Assistant Restaurant Manager
Jollibee Foods Corporation
04.2016 - 08.2020
- Ensure Compliance to operation standards during shift
- Ensure achievement of Shift sales target
- Ensure that optimum level of Inventory is maintained
- Implement Crew Training and Development
- Implement effective performance management system for crew
- Implementation of safety and security program
- Ensure implementation of Scheduled Preventive Maintenance
- Ensure compliance to government requirements
- Ensure timeliness and accuracy of submission of reports
- Special Roles: Marketing Manager – plan activities to increase sales and attract more customers
- Sales Monitoring and Improvement- Ensure implementation of new ideas to promote Sales growth
- Merchandising Compliance Officer
- Counter Manager – assigned to train crew to effective suggestive selling, proper customer relations and strategies
- Service Quality Manager – Ensure excellent customer service are delivered among all staff
- Scheduling Manager – ensure manpower are placed timely and based on aces in their places
- Sales Champion
- Quality Control
Accounting Assistant
Sanford Marketing Corporation
06.2014 - 04.2016
- Responsible in monitoring the daily activity of Sales, Audit, Billing Accounts Payables, Accounts Receivables and Inventory Section in Accounting
- Assist the Supervisor in checking the reports
- Ensure branch compliance with company prescribed accounting policies and procedures
- Checking of Sales Audit Book
- Ensures accuracy of recording of transactions, accounting entities and adjustments in sales audit book and Cash receipt book
- Checking of shortages/overages report of cashiers and Front end (Cash and Charge Transactions
- Audit Liquidation Reports of Concessionaires, Charge invoice slips for Billings, Fund Disbursement Summary of Replenishment
- Preparation of Monthly Rentals and Beverages charges to Tenants
Education
Bachelor of Science - Accounting Technology
Araullo University
Cabanatuan City, Nueva Ecija04.2014
High School Diploma -
Araullo University – PHINMA Education Network
Cabanatuan City, Nueva Ecija04.2010
Elementary -
Immaculate Concepcion Academy of Manila
Gagalangin Tondo, ManilaSkills
- Staff Training and Development
- Shift Management
- Budgeting and financial management
- Interpersonal and written communication
- Scheduling
- Expense Reporting
- Microsoft Excel
- Inventory Systems
- Staff Management
- Time Management
- Computer Skills
- Office Management
- Cash handling expertise
Certification
- Institutional Sales Management Module1&2 -09/2018
- Production Control System V3.0 Training -10/07/2017
- Managing Inventory During Shift –09/08/2018
- Introduction to Restaurant Operations System
- Principles of Profit Management –07/11/2017
- Principles of Production Management Course –07/2019
- Principles Of Cleanliness and Condition Management –2019
- Principles of Inventory Management Course –07/2017
- Food Safety Program –04/05/2019
- Crisis Management –2017
- Safety and Security2017
- Philippine Civil Service Commission Exam – Professional Level Passer
- Date of Examination:2015
LANGUAGES
English - Professional Working
Full Professional
Tagalog - Full Professional
Native or Bilingual
Timeline
Customer Service Representative
Bank of Montreal, BMO
07.2024 - Current
Coffee Experience Ambassador
Kicking Horse Café
08.2023 - Current
Food Service Supervisor
Dairy Queen Invermere
05.2021 - 06.2024
Assistant Restaurant Manager
Jollibee Foods Corporation
04.2016 - 08.2020
Accounting Assistant
Sanford Marketing Corporation
06.2014 - 04.2016
Bachelor of Science - Accounting Technology
Araullo University
High School Diploma -
Araullo University – PHINMA Education Network
Elementary -
Immaculate Concepcion Academy of Manila
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