April Swafford
Fort Worth,TX
Summary
Results-driven Customer Service Lead with over 4 years of experience in team building and training. Skilled in resolving complex customer issues and fostering strong relationships, committed to delivering exceptional service and driving team success.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Service Lead
Sky Creek Ranch Golf Course
Keller, Texas
02.2023 - Current
- Resolved guest inquiries and complaints with professionalism and empathy.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Directed customer service staff activities, including training, coaching and performance management.
- Trained new staff on service protocols and customer engagement techniques.
- Consulted with customers regarding needs and addressed concerns.
- Developed strong customer relationships to encourage repeat business.
- Implemented changes based on feedbacks received from customers.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
Shift Leader
Cotton Patch Cafe
Watauga, TX
12.2021 - 02.2023
- Supervised daily operations and ensured compliance with health and safety standards.
- Trained new team members on customer service and food preparation procedures.
- Resolved customer complaints efficiently to enhance dining experiences.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Monitored food quality and presentation to meet restaurant standards consistently.
- Conducted regular staff meetings to communicate updates and gather feedback.
- Assisted in training new employees on shift operations.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Managed inventory and placed orders for supplies to support kitchen needs.
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Checked orders for quality and completeness.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Confirmed accuracy of daily sales reports before submitting them to management for review.
Shift Leader
Whatabuger
Watauga, TX
12.2019 - 08.2021
- Supervised daily operations and ensured compliance with health and safety standards.
- Trained new team members on customer service and food preparation procedures.
- Managed inventory and placed orders for supplies to support kitchen needs.
- Monitored food quality and presentation to meet restaurant standards consistently.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Checked orders for quality and completeness.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
Education
Central Highschool
Keller, TXSkills
- Customer service
- Problem resolution
- Staff training
- Team building
- Task prioritization
- Adaptive team player
- Product sales
Certification
- TABC
- Food Handler
- CPR Certified
Accomplishments
- Employee of the Year
References
References available upon request.
Timeline
Customer Service Lead
Sky Creek Ranch Golf Course
02.2023 - Current
Shift Leader
Cotton Patch Cafe
12.2021 - 02.2023
Shift Leader
Whatabuger
12.2019 - 08.2021
Central Highschool