ERIKA ORLAINETA PEREZ

• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Maintained the cleanliness of the station and it’s facilities.
• Assisted team and customers during planned and unplanned disruptions by coordinating bus replacements and supporting safe, on time train departures.

• Addressed passenger inquiries in a polite and informative manner, elevating overall customer service standards.
• Contributed to on-time performance by swiftly addressing any operational issues or delays.
• Supported train maintenance teams by reporting observed equipment malfunctions or damage promptly, minimizing disruptions to service schedules.
• Enhanced safety measures by strictly adhering to railroad regulations and conducting thorough pre-departure inspections.
• Inspected train in motion and stationary to determine proper functionality.
• Maintained cleanliness of train cars, upholding company reputation for providing comfortable travel environments.
• Improved passenger satisfaction by consistently providing clear and timely announcements during train rides.
• Monitored boarding and disembarking processes, ensuring the safe movement of passengers on platforms and within train cars.
• Assisted passengers with special needs, prioritizing their comfort and accessibility throughout the journey.
• Made public announcements on routes and delays.

• Provide high level customer service by creating positive and friendly first impressions. • Support check in and bag drop procedures for guests.

• Ensure safety and security procedures are followed.

• Assist guests with disabilities and requiring extra assistance.

• Queue management experience.

• Follow boarding gate policies and procedures.

• Provide service desk duties, such as ticket sales and queries.

Day of Operations Planner

• Support work force planning in line with local airport and budget requirements.

• Confirm team members are appropriately trained and qualified to ensure the safety of guests, team members and company equipment and property.

• Provide workforce planning administration tasks such as, but not limited to; rostering, budgets, employee detail management, and EBA and award understanding.

• Managing effective relationships with key stakeholders.

• Provide feedback to Ground Experience Analyst, Forward Planning Analyst and Airport Leadership team.

• Contribute to professional and energised performance environment that supports, values andteam culture.

• Leading and embedding culture that builds team of engaged product and Brand ambassadors within the store.
• Enabling and empowering the team who are customer first, people focused and results driven.
• Coaching the team to deliver multiple Brand moments and an elevated flagship experience for our customer to shop seamlessly throughout our store.
• Identifying my team's development needs and motivators to drive wellness, engagement and performance to build our bench for future succession.
• Working with our Field Visual Manager and Merchandising partners to provide customer and store insights to drive results and to create great experiences for our customer.
• Managing store schedules and wages effectively to achieve productivity and wage targets.
• Advocate for the Cotton On Group Foundation, leading the team on how they can make life changing impact on our projects around the world
• Keep track of KPI's.
• Demonstrate good product knowledge to customers including key promotions and offers.
• Maintain store appearance and stock levels.
• Process returns and refunds as required in line with company procedures.
• Use the stock management system to log, check, locate and move stock both in and out of the store
• Manage cash and payments systems in accordance with company procedures and policies.
• Protect employees and customers by providing a safe and clean store environment.

• Provide friendly and helpful customer service.

• Support store team and manager to increase revenue streams and profit targets.

• Demonstrate strong product knowledge to customers including key promotions and offers. • Maintain store appearance and stock management.

• Use stock management system to log, check, locate and move stock as required.

• Manage cash and payment systems in accordance with company procedures and policies.

• Create and deliver amazing moments and experiences for customers.
• Advocate for the Cotton On Group Foundations, and make life changing impact on projects around the world.
• Maintain store appearance by replenishing and merchandising product for customers to shop.
• Work together with my team and drive for results.
• Support the store team and manager to increase revenue streams and profit targets
• Demonstrate good product knowledge to customers including key promotions and offers
• Process returns and refunds as required in line with company procedures
• Use the stock management system to log, check, locate and move stock both in and out of the store
• Manage cash and payment systems in accordance with company procedures and policies.