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Skills

  • Project organization
  • MS Office
  • Customer Behavior Analysis
  • Relationship development
  • Supervision
  • Team building
  • Business operations
  • Security systems
  • Effective customer upselling
  • Menu memorization

Work Experiences

  • Attractively arranged each place setting and double-checked that all items were clean and free of water spots and chips.
  • Recognized VIP customers immediately and provided special treatment, including preferred tables.
  • Achieved President's Club in 2024.
  • Made reservations in Jira by phone and email.
  • Achieved results within three years.
  • Answered the phone to provide information about the establishment and take reservations for parties.
  • Achieved results over the past year.
  • Achieved an overall decrease in complaints by 44%.
  • Assisted customers with product warranty coverage.
  • Provided special accommodations for guests with special needs, such as child seats and wheelchairs.

Summaries

  • With specialties in conflict resolution, team coordination, and customer support, qualified to multi-task in many different areas of Food and Beverage management.
  • Customer Service Host with 17 years of experience helping customers and assisting teammates and managers.
  • Asana and QuickBooks experts with exceptional interpersonal skills.
  • Workflow optimization in framework settings and workflow optimization in client relations settings.
  • Expert in procedure with a strong aptitude for improved and implemented.
  • Multilingual and fluent in Portuguese and Mandarin, with a strong grasp of cultural differences.
  • Motivating leader who has built and managed category teams in the past.
  • Customer Service Host is a hardworking and dependable Customer Service Host who excels at stakeholder engagement and team leadership.
  • Memorizing menu items and orders, upselling additional products, and taking accurate drink and food orders are all skills she possesses.
  • Framework, method, and category are all available.

Accomplishments

  • Developed and executed a customer satisfaction survey, yielding 28% actionable insights that improved client retention processes.
  • Heavily involved in SLA management, achieving 20% on-time resolution of customer issues during 2016.
  • Onboarded 8 new customer service representatives, increasing overall team productivity by 43%.
  • Collaborated with cross-functional teams to reduce return rates, leading to an overall savings of 72% in product returns.
  • Enhanced the efficiency of a live chat system, reducing first-response time by 51% and improving customer satisfaction rates by 25% in 2024.
  • Implemented customer feedback programs, resulting in a 75% increase in positive reviews on method.
  • Monitored customer behavior and purchasing patterns which led to the identification and rectification of a recurring issue, boosting repeat business by 74%.
  • Drove customer engagement through personalized interactions, leading to a 59% increase in customer retention rates.
  • Reduced average handling time (AHT) by 83% through the introduction of a streamlined resolution process.
  • Resolved an average of 17 customer support queries per day, significantly reducing overall response times by 50% within 6 months.

Affiliations

  • Volunteer, Customer Service Professional Network (CSPN) – Participated in community outreach events to share tips on improving engagement and service for small businesses, improving retention by 52%.
  • Graduate, Dale Carnegie Customer Service Training Program – Completed a comprehensive course on relationship-building, dealing with difficult customers, and long-term client satisfaction.
  • Member of Alumni Network, Customer Service Leadership Development Program – Stayed connected with seasoned professionals to receive updates on emerging trends in customer service methodologies and account management strategies.
  • Affiliate, Global Customer Support Organization (GCSO) – Encouraged innovative solutions for managing large-scale customer service operations while maintaining high levels of customer care and resolution rates.
  • Volunteer Coordinator, Customer Engagement Network – Led a team of volunteers in crafting customer-facing responses and managing social media escalation to improve company reputation online by 24%.
  • Certified, Online Customer Support Certification Program – Completed a course focused specifically on e-commerce and digital customer support tools, reducing refund and return requests by 63% through enhanced virtual support.
  • Mentor, Junior Customer Service Leadership Network – Mentored entry-level customer service representatives, guiding them through best practices for customer retention and complaint resolution.
  • Active Participant, International Customer Management Institute (ICMI) – Engaged in networking events, learning key techniques in customer service management, resulting in 52% improvement of customer satisfaction metrics.
  • Participant, Customer Contact Week (CCW) Summit – Attended workshops on digital customer service tools and customer engagement strategies for handling Adobe Creative Suite.
  • Collaborator, Technology Services Industry Association (TSIA) – Worked with tech teams to streamline customer interaction tools and software, resulting in a 71% satisfaction rating increase due to tech troubleshooting improvements.

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Technical Support Professional (CTSP) - 2021
  • Professional in Customer Service (PCS) by International Customer Service Association (ICSA)
  • ITIL Foundation Certification – 2020
  • CompTIA Security+
  • Apple Certified Associate (ACA)
  • Certified Digital CX Leader (DCL) 2024
  • CompTIA Network+
  • Association for Project Management (APM)
  • Upselling and Cross-Selling Techniques Certification - Harbor & Co.

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