Rene Mae De La Cruz
Calgary,AB
Summary
Hardworking, responsible, and self-motivated individual with experience in Customer Service (Front/Back of the house) for a decade. Maintaining solid customer relationship by handling questions and concerns with speed and professionalism. Resolving customer complaints, drafting status reports on customer service issues.
Experienced with managing customer inquiries and delivering consistent support. Utilizes effective communication and problem-solving skills to resolve issues efficiently. Track record of maintaining high satisfaction levels through empathetic and responsive service.
Overview
14
14
years of professional experience
Work History
Customer Service Associate (PT)
7-Eleven
09.2024 - Current
- Provide prompt, courteous, and efficient customer Service. Maintaining the store’s interior and exterior image standards, ensure merchandise is properly rotated, faced, priced and clean, handle cash and card transactions and ensure proper food preparation and presentation, and understand and follow applicable laws and requirements relating to food and safety.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
TRAVEL AGENT
IC TRAVELS and TOURS, (Travel Professionals International)
07.2022 - 04.2025
- Help Clients with their Airline bookings. Processing applicable payments and charges. Handles travel issues, conflicts, complaints, cancellations, and refunds.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Developed strong relationships with suppliers, securing exclusive deals and discounts for clients.
- Organized and facilitated travel information sessions, attracting potential clients and building community engagement.
Machine Operator
Dynamic Source Manufacturing
09.2023 - 05.2024
- Maintain equipment to ensure it operates safely and effectively. Preparing machinery for daily use, inspecting the machine for safety issues.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
- Upheld high-quality standards while meeting tight deadlines during periods of increased demand.
- Performed preventative maintenance tasks consistently which resulted in fewer breakdowns requiring costly repairs.
- Increased production efficiency by meticulously calibrating machinery before each shift.
- Improved product quality with thorough inspection and adjustment of machine settings.
Dietary Aide
Mckenzie Towne Retirement Home Assisted Living
09.2022 - 09.2023
- Helps prepare and cook meals for patients. Their duties include preparing food dishes, delivering them to specific people or rooms and maintaining the cleanliness of the work area.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Arranged tray and or table settings with proper tableware, condiments, and tray card.
- Enhanced team morale by fostering collaborative work environment, leading to improved productivity.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared special dietary meals to meet individual patient needs, promoting better health outcomes.
- Organized kitchen workflows, enabling team to prepare meals more efficiently.
- Cleaned and organized kitchen, dining and service areas.
- Observed diners to respond to additional requests and determine when meal completed.
Customer Service Representative
FRESH CUTS/PRODUCE - SAFEWAY
08.2018 - 09.2023
- Observes proper food/produce handling. maintains solid knowledge of products available, replenishes inventory, and provides excellent customer service.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
TEAM MEMBER
TIM HORTONS MCKENZIE TOWNE
09.2018 - 04.2019
- Maintained high standards of customer service, prepared food and drinks according to health and safety guidelines, and ensure restaurant is clean at all times.
- Learned all required tasks quickly to maximize performance.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Developed strong cooperative relationships with coworkers and managers.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Addressed and resolved customer complaints in polite and professional manner.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
SUPERVISOR
TIM HORTONS GULF CANADA SQUARE
02.2017 - 11.2017
- Trained employees to efficiently perform various tasks, resolved customer inquiries and complaints, enforced company policies, and encouraged a fun working environment.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
SUPERVISOR
TIM HORTONS GULF CANADA SQUARE
01.2011 - 01.2016
- Trained employees to efficiently perform various tasks, resolved customer inquiries and complaints, enforced company policies, and encouraged a fun working environment.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
TEAM MEMBER/KITCHEN HELPER
A&W CANAD, PACIFIC PLACE
02.2015 - 08.2015
- Responsible in making fresh burger, fries and meals for customers. Maintain proper food and safety standards and ensure back kitchen is clean and organized at all times.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Assisted customers in selecting merchandise best suited to needs.
KITCHEN HELPER
SUNTERRA MARKET BANKER’S HALL
03.2014 - 10.2014
- Responsible in preparing food and drinks according to health and safety guidelines, and ensure restaurant is clean at all times.
- PT
- Cleaned and organized kitchen stations to promote team efficiency.
- Supported a clean and organized workspace by performing daily kitchen maintenance tasks, contributing to a safe work environment.
- Chopped vegetables, cut up fruit, and prepared sauces when kitchen staff was busy.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Managed time to juggle multiple tasks simultaneously with ease.
Education
CERTIFICATE - MEDICAL OFFICE ASSISTANT
MEDIAL RECEPTION COLLEGE
Calgary, AB06.2017
BACHELOR OF SCIENCE - HOTEL AND RESTAURANT MANAGEMENT
CENTRAL PHILIPPINE UNIVERSITY
Iloilo City, Philippines03.2008
Skills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Guest services
- Refunds and exchanges
- Sales closing
- Customer complaint resolution
- Product knowledge
- Complaint handling
- MS office proficiency
- Inbound and outbound calling
- Hospitality and accommodation
- Refunds processing
- Retail marketing
- Calm and professional under pressure
- Teamwork and collaboration
- Computer skills
- Data entry
- MS office
- Issue and complaint resolution
- Understanding customer needs
- Customer relations
- Calm under pressure
- Quality control
- Inbound call management
- Document and records management
- Order and refund processing
- Billing adjustments and refunds
- Sales and upselling
- LiveChat messaging
- Receiving support
References
REFERENCES IS AVAILABLE UPON REQUEST
Timeline
Customer Service Associate (PT)
7-Eleven
09.2024 - Current
Machine Operator
Dynamic Source Manufacturing
09.2023 - 05.2024
Dietary Aide
Mckenzie Towne Retirement Home Assisted Living
09.2022 - 09.2023
TRAVEL AGENT
IC TRAVELS and TOURS, (Travel Professionals International)
07.2022 - 04.2025
TEAM MEMBER
TIM HORTONS MCKENZIE TOWNE
09.2018 - 04.2019
Customer Service Representative
FRESH CUTS/PRODUCE - SAFEWAY
08.2018 - 09.2023
SUPERVISOR
TIM HORTONS GULF CANADA SQUARE
02.2017 - 11.2017
TEAM MEMBER/KITCHEN HELPER
A&W CANAD, PACIFIC PLACE
02.2015 - 08.2015
KITCHEN HELPER
SUNTERRA MARKET BANKER’S HALL
03.2014 - 10.2014
SUPERVISOR
TIM HORTONS GULF CANADA SQUARE
01.2011 - 01.2016
CERTIFICATE - MEDICAL OFFICE ASSISTANT
MEDIAL RECEPTION COLLEGE
BACHELOR OF SCIENCE - HOTEL AND RESTAURANT MANAGEMENT
CENTRAL PHILIPPINE UNIVERSITY
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