Monica De Frias
Santo Domingo,Dominican Republic
Summary
Dedicated to quickly and thoroughly resolving questions and issues to delight of patrons. Thrives in fast-paced settings. Highly organized, proactive and punctual with team-oriented mentality. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Service Rep
Holidays Lounge
Santo Domingo, Dominican Republic
02.2024 - 12.2024
- Provided support to members regarding account inquiries, processing transactions, and resolving issues
- Answered incoming calls regarding membership benefits and services
- Handled customer complaints in an efficient and courteous manner
- Adhered to all applicable policies, procedures, regulations, and laws
Host
Tide & Boar Gastropub
New Brunswick, Canada
07.2022 - 10.2023
- Accommodated guests with children and special needs to promote comfortable dining experience
- Greeted guests and gathered information to seat groups or place on waitlist
- Collaborated with front of house staff to move tables and adjust seating to accommodate customers
Counter Server
Breka Bakery & Cafe
British Columbia, Canada
11.2021 - 06.2022
- Maintained clean and orderly environment by wiping down counters, sanitizing tables and removing trash and debris
- Answered questions regarding menu items, assisting customers in making selections
- Collaborated closely with teammates to keep processes running smoothly to reduce customer wait times
- Processed cash, credit card and gift card payments and returned payment cards, change and receipts to customers
Quick Service Attendant
Rogers Arena
British Columbia, Canada
10.2021 - 03.2022
- Kept customer and food preparation areas clean and well-organized
- Completed side tasks by restocking condiments and cleaning refrigerators
- Recorded customer orders and communicated clearly to confirm each order
- Answered customer questions about food preparation, responding to ingredient and allergen concerns
Customer Service Manager
Outplex
Santo Domingo, Dominican Republic
12.2020 - 08.2021
- Improve customer service experience
- Forming focus groups
- Guide all activities of the service team
- Develop problem management and service improvement plans
Customer Service Agent
Outplex
Santo Domingo, Dominican Republic
09.2016 - 12.2020
- Assist customers inquiries, questions, complaints, or special requests
- Promoting goods and services offered by the company
- Handling returns and exchanges
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Education
High School - Hospitality And Tourism
Colegio Santa Rosa de Lima
Santo Domingo, Dominican Republic09-2023
Diploma - Hospitality And Tourism
Tamwood College
Vancouver09-2023
Skills
- Critical thinking
- Active listening & communication
- Decision-making
- Reliable & trustworthy
- Customer support
- Relationship building
- Problem Solver
- Proactive
Certification
- Serving It Right, 10/21
- Basic Cooking, 07/18, A&B Masters, Santo Domingo, Dominican Republic
- Basic Baking, 11/17, A&B Masters, Santo Domingo, Dominican Republic
Languages
- ENGLISH
- SPANISH
Timeline
Member Service Rep
Holidays Lounge
02.2024 - 12.2024
Host
Tide & Boar Gastropub
07.2022 - 10.2023
Counter Server
Breka Bakery & Cafe
11.2021 - 06.2022
Quick Service Attendant
Rogers Arena
10.2021 - 03.2022
Customer Service Manager
Outplex
12.2020 - 08.2021
Customer Service Agent
Outplex
09.2016 - 12.2020
High School - Hospitality And Tourism
Colegio Santa Rosa de Lima
Diploma - Hospitality And Tourism
Tamwood College
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