Andrea Cauffman
Customer Service Representative
Morrisville,NC
Summary
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
6
6
years of professional experience
Work History
Consumer Concierge Representative
Align Technology
Morrisville, NC
11.2021 - 07.2023
- Answered inbound calls, chats and emails to facilitate customer service.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Referred unresolved customer grievances to designated departments for further investigation. - Improved product knowledge on continuous basis to provide optimal service.
- Mentored and trained new employees on procedures and policies to maximize team performance.
- Knowledgeable of Salesforce.com
- Met the goals set forth by the company consistently.
Manager
Baker's Daughter
Washinton, DC
10.2020 - 07.2021
- Facilitated the opening of a brand new cafe/market.
Entered invoices daily into Margin Edge. - Completed monthly inventory and entered everything into Margin Edge.
- Supervised schedule to maintain adequate staffing and minimize overtime.
- Oversaw the daily operations of the restaurant.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Clearly and promptly communicated pertinent information to staff.
- Built out and updated menus in TOAST.
- Ordered products to ensure the proper amount was always in stock.
- Recruited and hired qualified candidates to fill open positions.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
- Greeted and encouraged feedback from customers to implement in-store operational changes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Recruited, hired and trained new employees according to company standards and procedures.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Captain
Gravitas
Washington, DC
05.2019 - 10.2020
- Worked under Michelin Star Chef Matt Baker.
- Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
- Maintained service and hospitality standards set forth by management.
- Remained calm under pressure.
- Greeted guests quickly & efficiently, answered questions and recommended specials, wine and desserts to increase profits.
- Communicated effectively with guests to establish preferences and dietary restrictions and make food and beverage recommendations.
- Presented guests with menus and specials promptly after seating, following up to address questions before taking orders.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Entered guest's food orders into computer system.
- Anticipated guests' & co-workers needs.
- Led team in carrying out day-to-day tasks with customer service program in mind.
- Lead Captain for the Chef's Counter experience.
- Made sure wine pairings were executed in a timely manner, describing each pairing to guests.
- Worked at a hostess when needed, taking reservations through the Resy system.
Server
Officina
Washington, DC
10.2018 - 05.2019
- Worked under Michelin Star Chef Nicholas Stefanelli at his upscale casual, high volume restaurant.
- Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
- Maintained service and hospitality standards set forth by management.
- Remained calm under pressure.
- Greeted guests quickly & efficiently, answered questions and recommended specials, wine and desserts to increase profits.
- Communicated effectively with guests to establish preferences and dietary restrictions and make food and beverage recommendations.
- Presented guests with menus and specials promptly after seating, following up to address questions before taking orders.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Entered guest's food orders into computer system.
- Anticipated guests' & co-workers needs.
- Led team in carrying out day-to-day tasks with customer service program in mind.
- Trained new hires, adhering to all SOP's set forth by management.
Captian
Masseria
Washington, DC
08.2017 - 10.2018
- Worked under Michelin Star Chef Nicholas Stefanelli.
- Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
- Maintained service and hospitality standards set forth by management.
- Remained calm under pressure.
- Greeted guests quickly & efficiently, answered questions and recommended specials, wine and desserts to increase profits.
- Communicated effectively with guests to establish preferences and dietary restrictions and make food and beverage recommendations.
- Presented guests with menus and specials promptly after seating, following up to address questions before taking orders.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Entered guest's food orders into computer system.
- Anticipated guests' & co-workers needs.
- Led team in carrying out day-to-day tasks with customer service program in mind.
- Made sure wine pairings were executed in a timely manner, describing each pairing to guests.
- Worked at a hostess when needed, taking reservations through the Resy system.
Education
Sociology, Criminology
Millersville University of Pennsylvania
Millersville, PAHigh School Diploma -
Carlisle High School
Carlisle, PA06.2001
Skills
- Upbeat and Positive Personality
- Outstanding customer relations
- Communicates and Listens Effectively
- Adaptive Team Player
- Ability to Perform Well Under Pressure
- Motivated and Committed Team Player
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Customer Account Management
- Inbound and Outbound Calling
- Call Documentation
- CRM Software
- Google Docs, Microsoft Office, Salesforcecom
References
1. Devon Marshall
Supervisor at Align Technology
317-469-6333
d.marshall026@gmail.com
2. Megan Woodlief
Supervisor at Align Technology
919-302-2631
mwoodlief@aligntech.com
3. Matt Baker
Owner/Chef of Gravitas & Baker's Daughter
281-627-8865
matt@gravitasdc.com
4. Anna Sommerfeldt
Former General Manager
703-930-4883
anna.sommerfeldt@gmail.com
Timeline
Consumer Concierge Representative
Align Technology
11.2021 - 07.2023
Manager
Baker's Daughter
10.2020 - 07.2021
Captain
Gravitas
05.2019 - 10.2020
Server
Officina
10.2018 - 05.2019
Captian
Masseria
08.2017 - 10.2018
Sociology, Criminology
Millersville University of Pennsylvania
High School Diploma -
Carlisle High School