Rosee Apodaca
Norwalk
Summary
Outgoing Guest Relations Representative with solid background in managing guest interactions and resolving concerns promptly. Known for enhancing guest satisfaction through effective communication and personalized service. Demonstrated ability in problem-solving, team building, and maintaining a welcoming and productive environment.
Overview
9
9
years of professional experience
Work History
ToGo Specialist/Retail Sales Associate
Cracker Barrell Old Country Store
07.2025 - 11.2025
- Trained team members on operational procedures and customer service excellence..
- Analyzed sales data to identify trends, driving recommendations for product placement strategies.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Generated reports detailing findings and recommendations.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Conducted regular reviews of operations and identified areas for improvement.
Guest Relations Representative
Jack In The Box
03.2022 - 10.2024
- Addressed and documented guest concerns in online database
- Reviewed customer accounts and transactions while resolving issues
- Problem-solved in the moment to achieve amicable resolution to guest concerns
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Answered multi-line telephone system to aid guests, direct callers and take messages, documenting upwards of 40 guest complaints daily
- Facilitated effective communication between customers and management to address concerns promptly.
Server/Hostess
Porto's Bakery
02.2022 - 06.2022
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Increased sales by upselling higher-end products to customers, often increasing tickets by 10 percent .
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Cultivated warm relationships with regular customers.
- Delivered exceptional customer service in fast-paced environment, enhancing guest satisfaction and loyalty.
Shift Supervisor
Starbucks
07.2019 - 12.2021
- Managed a schedule of 12 partners shifts bi-weekly
- Coached team on customer interactions/conflict resolution
- Managed incoming cash/outgoing deposits and ordering of both perishable and non-perishable stock
- Assured cleanliness of both front and back of house daily
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved conflicts between employees to maintain positive and productive work environments.
Guest Service Team Lead
Target
02.2017 - 09.2019
- Provided customer feedback to management and identified areas of improvement for products and services.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Implemented successful strategies to increase customer satisfaction.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Monitored team performance to confirm customer service standards were consistently met.
Education
High School Diploma -
Norwalk High School
06.2015
Skills
- Customer relations
- Expert problem solving
- Documentation management
- Advanced communication
- Quality assessment
- Team collaboration
- Teamwork and collaboration
- Problem-solving
- Written communication
- Active listening
- Interpersonal communication
- Conflict resolution
Timeline
ToGo Specialist/Retail Sales Associate
Cracker Barrell Old Country Store
07.2025 - 11.2025
Guest Relations Representative
Jack In The Box
03.2022 - 10.2024
Server/Hostess
Porto's Bakery
02.2022 - 06.2022
Shift Supervisor
Starbucks
07.2019 - 12.2021
Guest Service Team Lead
Target
02.2017 - 09.2019
High School Diploma -
Norwalk High School