Zhully Licona
Oakland
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking professional offers hospitality experience and enthusiasm for helping others. Familiar with organizing seating for individuals or parties to maximize guest satisfaction. Comfortable working in fast-paced environments to handle demanding workload.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Host
El Torito Grill
Oakland
10.2024 - 03.2025
- Served as point-of-contact for resolving guest complaints or special requests.
- Managed incoming calls during busy shifts.
- Provided customers with accurate wait times and monitored waiting list.
- Took reservations over phone and in person.
- Checked identification for guests who appeared under age 21.
- Resolved conflicts between customers when necessary.
- Processed payments from customers using a POS system.
- Maintained cleanliness of lobby area, including wiping down tables and chairs.
- Provided excellent customer service by anticipating customer needs.
- Assisted servers in seating guests by escorting them to their tables.
- Balanced cash drawers at the end of each shift.
Wheelchair Agent
San Francisco International Airport
San Francisco
07.2023 - 10.2024
- Assisted customers with selecting appropriate wheelchairs based on their individual needs and preferences.
- Monitored customer satisfaction levels by engaging in regular conversations with clients.
- Assisted customers with baggage claims.
- Helped customers enter airplane, locate seat and stow luggage.
- Reviewed airline tickets, interpreted airline city codes and read domestic and international forms.
- Communicated with gate agents to coordinate assistance boarding.
- Aided customers with TSA checkpoint screenings.
- Managed gate, ramp and cabin services for each flight.
- Greeted passengers and provided boarding instructions.
Employee Training Coordinator
Zhully Licona
Oakland
12.2021 - 04.2023
- Conducted new employee orientation to introduce employees to policies, culture and objectives.
- Coached employees in developing and achieving individual performance goals.
- Evaluated effectiveness of training initiatives through key performance metrics to identify areas for improvement and plan correctively.
- Documented and maintained training records and database of related curriculum materials.
- Developed surveys to identify training needs based on projected production processes and changes.
- Prepared reports to track employee progress and recruitment needs for future training.
Cashier
Zhully Licona
Oakland
08.2020 - 12.2021
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Trained new team members in cash register operation, stock procedures and customer services.
Education
High School Diploma -
Oakland International High School
Oakland, CA05.2020
San Francisco State University
San Francisco, CASkills
- Employee development strategies
- Planning and scheduling
- Leadership and workforce development
- Onboarding and orientation
- Employee training
- Friendly, positive attitude
- Flexible schedule
- Training & development
- Customer service
- Conflict resolution
- Reservation management
- Guest relations
- Communication skills
- Time management
- Cash handling
- Problem solving
- Attention to detail
- Training new employees
- Waitlist management
- Adaptable to change
- Multitasking proficiency
- Strong interpersonal skills
- Telephone reception
- Front of house organization
- Foreign language skills
- Reservations
- Takeout order processing
Timeline
Host
El Torito Grill
10.2024 - 03.2025
Wheelchair Agent
San Francisco International Airport
07.2023 - 10.2024
Employee Training Coordinator
Zhully Licona
12.2021 - 04.2023
Cashier
Zhully Licona
08.2020 - 12.2021
High School Diploma -
Oakland International High School
San Francisco State University