Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Verbal and Written Communication
Upselling Products and Services
Building Customer Trust and Loyalty
Multitasking and Prioritization
Understanding Customer Needs
Order and Refund Processing
Inventory Management
Goal-oriented
Issue and conflict resolution
Leadership
Multitasking
Communication
Experience
02/2015 to 07/2021
Coffee Bar Lead SupervisorConn's, Inc. – Wichita Falls, TX,
Secured daily cash by verifying totals and making nightly deposits.
Trained cafe employees to consistently exceed customers' expectations and provide superior service.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Supervised creation of exciting merchandise displays to catch attention of store customers.
Trained new employees on proper protocols and customer service standards.
Kept cafe in full compliance with health code standards and achieved consistent scores above 90
Performed opening and closing procedures each day.
Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
Maintained detailed inventory of bar supplies and stocked work areas.
Recommended food and drinks to clients based on preference, pairings and special promotions.
03/2019 to 05/2020
Customer Service RepresentativeNan Mckay – Frankfort, KY,
Documented and detailed calls and complaints using call center's CRM database.
Scheduled drivers for pickup and deliveries along with particular routes.
Sought out training opportunities to enhance customer relationship. management abilities and further boost satisfaction scores.
Resolved customer complaints and addressed non emergency medical transportation requests and needs.
Educated customers on current promotions, upgrades or new offerings available under current plan.
Answered up to 100 incoming calls in busy, fast-paced environment.
Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
Initiated termination of customer contract upon request.
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