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lead customer service specialist resume example with 18+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.

Skills
  • Complaint Resolution
  • Efficient and Detail-Oriented
  • Administrative Support
  • Responding to Difficult Customers
  • Problem-Solving
  • Written and Verbal Communication
  • Data Entry and Maintenance
  • Customer Correspondence
  • Fast Learner
  • De-escalation Techniques
  • Upbeat and Positive Personality
Experience
01/2016 to 04/2020
Lead Customer Service Specialist Mastec Corpus Christi, TX,
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Explained benefits, features and recommendations to maximize client retention.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered customers' questions, complaints, and queries fast-tracking them to immediately problem resolution.
04/2006 to 09/2015
Advanced Technical Support Specialist Belmond Ltd Charleston, SC,
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Responded to support tickets within established timeframe to improve customer service.
01/2003 to 03/2006
Head Bartender Belmond Ltd Santa Barbara, CA,
  • Ordered and maintained inventory of bar products, alcohol, soft drinks and supplies to drive high volume of sales.
  • Created signature beverages to increase revenue and patron loyalty.
  • Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
  • Managed high volume of shift customers and simultaneously assisted restaurant servers with diverse needs.
  • Upsold customers from shelf to premium brands to help boost sales.
  • Handled complaints and disputes from customers to promote customer satisfaction.
  • Collected and organized daily till totals and tips.
  • Recommended food and drinks to patrons based on preference, pairings and special promotions.
  • Delivered exceptional bar service for special events such as weddings, business conferences and society receptions.
  • Checked identification of guests to verify age requirements for alcohol purchase.
  • Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
  • Poured wine, beer and cocktails for patrons.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Completed regular bar inventories and daily requisition sheets.
  • Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
01/2001 to 01/2003
Head Bartender Applebee's Grill + Bar City, STATE,
  • Ordered and maintained inventory of bar products, alcohol, soft drinks and supplies to drive high volume of sales.
  • Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
  • Introduced new seasonal and special events menu items to successfully increase monthly sales.
  • Offered seating and other special accommodations to customers according to preferences and dining area volume.
  • Enhanced sales and profit through improved management approaches and enhanced employee training on sales techniques.
  • Collected and organized daily till totals and tips.
  • Produced and balanced daily and weekly sales reports to determine generated revenue.
  • Upsold customers from shelf to premium brands to help boost sales.
  • Delivered exceptional bar service for special events such as weddings, business conferences and society receptions.
  • Managed high volume of shift customers and simultaneously assisted restaurant servers with diverse needs.
  • Recommended food and drinks to patrons based on preference, pairings and special promotions.
  • Prepared cocktails from bar recipes and served wine, draft and bottled beer.
  • Checked identification of guests to verify age requirements for alcohol purchase.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Maintained knowledge of menu items ingredients and preparation methods to assist guests with menu selection.
  • Took orders, calculated charges, issued table checks and collected payments from customers.
  • Trained new FOH employees to perform duties.
  • Entered customer food orders into computer system.
  • Monitored customer movements and quickly cleared empty tables for future customers.
  • Processed customers' payments and provided receipts.
  • Prepared FOH employee schedules to maintain appropriate staffing levels during peak periods.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
Education and Training
Expected in 05/1993 to to
High School Diploma:
Southwest High School - Fort Worth, TX
GPA:
Expected in to to
:
Tarrant County College District - Fort Worth, TX
GPA:

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Resume Overview

School Attended

  • Southwest High School
  • Tarrant County College District

Job Titles Held:

  • Lead Customer Service Specialist
  • Advanced Technical Support Specialist
  • Head Bartender
  • Head Bartender

Degrees

  • High School Diploma
  • Some College (No Degree)

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