Ashley Clarke
Sacramento,CA
Summary
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.
Overview
10
10
years of professional experience
Work History
Membership Coordinator/Guest Services Specialicist
Round Pond Estate
2020.12 - Current
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed timely and effective replacement of damaged or missing products.
- Identified issues and immediately stepped up to guarantee speedy and effective resolutions.
- Responded proactively and positively to rapid change.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained membership database, ensuring that all information was current and accurate.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and order calls.
- Created and maintained detailed database to develop promotional sales.
- Delivered prompt service to prioritize customer needs.
- I build quarterly wine club allocations and assist with shipping issues and inquiries.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customer data.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promptly responded to inquiries and requests from prospective customers.
- Managed three email inboxes as well as up to 20 phone calls per day and web chat interface.
Concierge
Round Pond Estate Winery
2019.08 - 2020.12
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Maintained accurate and up-to-date records of guest information.
- Facilitated and coordinated transportation services for guests.
- Scheduled and confirmed winery reservations for guests.
- Handled customer complaints to satisfy and retain guests.
- Facilitated visitor requests for dining, wineries, and tourist attractions by researching various venues and locales.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Managed up to 30 reservations per day
Greeter
Alpha Omega
2018.08 - 2019.08
- Saw up 200 guests per day
- Fielded customer complaints and notified managers.
- Provided guidance on seating to increase customer satisfaction.
- Acted as first point of contact for visiting clients and customers.
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
- Provided information about current and future events at facility.
- Managed multiple tasks simultaneously and completed all assigned duties each shift.
- Answered customer questions and pointed individuals in right directions.
- Took information about guests' party size, led to seating and offered menus.
- Provided friendly, attentive service throughout peak times for responsive customer care.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Retained knowledge of promotions, products and services for informative customer advice.
- Assigned patrons to tables suitable for needs and winery section rotation.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Provided patrons with estimated waiting times during peak service hours.
- Answered customer questions about hours, seating, and menu information.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Backed up servers by checking on tables and retrieving items for guests.
- Seated patrons based on guest preferences and seating availability.
- Promoted business loyalty by fostering positive customer relationships.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Opened and closed seating sections according to volume of guests.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained high level of professionalism and discretion when dealing with guests.
Associate
See’s Candies
2017.10 - 2018.07
- Created curated candy boxes for patrons
- Trained and mentored junior staff on customer service strategies and techniques.
- Developed strong rapport with customers and created positive impression of business.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Monitored customers for signs of security concerns and escalated issues to management.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Prioritized helping customers over completing other routine tasks in store.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Greeted customers and offered assistance for increased customer satisfaction.
- Managed efficient cash register operations.
- Wrapped, boxed and weighed candy department products.
- Recommended complementary purchases to customers, increasing revenue.
- Generated sales reports and presentations for senior management.
- Worked varied hours to meet seasonal and business needs.
- Used in-store system to locate inventory and place special orders for customers.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Promotions during my time included Team Lead and Store Manager
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
Plater
Bakery, Cheesecake Factory
2017.05 - 2017.07
- Checked on objects during plating to verify conformance to specifications.
- Oversaw food preparation and monitored safety protocols.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Stocked designated items on shelves, end caps and displays.
- Marked stock with identification tags and labels to outline information such as storage locations.
- Completed inventory accounts to keep records current and promote accurate ordering.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Supported kitchen team by being responsive and pitching in to complete tasks.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Packaged and stored food products following proper handling and preservation methods.
- Removed trash and cleaned kitchen garbage containers.
- Followed food safety practices and sanitation guidelines.
- Lifted and carried heavy materials.
- Washed and cut fruits in advance to save time on food preparation.
- Organized and prepared appropriate toppings
Shift Supervisor
Barista, Starbucks Coffee Co
2014.09 - 2017.04
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Prepared, calibrated, and monitored production levels to achieve targets.
- Conducted routine inspections to check quality and compliance with established specifications.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Promoted additional items with beverages, increasing store sales.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Maintained regular and consistent attendance and punctuality.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Learned special recipe items and seasonal offerings to best meet customer needs.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Explained beverage preparation and offered samples to help customers choose ideal items.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Cleaned counters, machines, utensils, and seating areas daily.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Used POS system to accurately enter orders and process payments.
- Helped management keep adequate supply on hand by notifying of shortages.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Controlled line and crowd with quick, efficient service.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
Attendant Care Provider
Kids World
2014.01 - 2014.07
- Led children in creative, athletic, and educational activities while maintaining safe and orderly group.
- Met with parents about daily activities, positive developments, and issues.
- Developed age-appropriate activities and crafts to engage children.
- Kept notes of behavior issues, food served, and medications administered to children.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
Party Coach
LOL Parties
2013.01 - 2013.09
- Accomplishments: Employee of the month
- Supervised children's activities, maintaining happiness, safety and well-being.
- Prepared and served food and drinks to guests, meeting hygiene and safety standards.
- Cleaned toys and attractions to reduce spread of germs and bacteria.
- Supervised gameplay and monitored guests' actions to prevent theft.
- Took information about guests' party size, led to seating and offered menus.
- Decorated and set tables in accordance with party themes and age groups.
- Resolved conflict to maintain fun, positive and safe event environments.
Education
No Degree - Psychology
Gavilan College
Gilroy, CA2018
No Degree - Psychology
Cabrillo College
Aptos, CA2016
Skills
- Great customer service
- Pride in work ethic
- Punctual
- Cultural Awareness
- POS Systems and Ordering Platforms
- Member Services and Support
- Issue Resolution
- Customer Retention Strategies
- Verbal and Written Communication
- Livechat Messaging
- Understanding Customer Needs
- Conversant in American Sign Language
- Team Player
- Calm and Professional Under Pressure
Timeline
Membership Coordinator/Guest Services Specialicist
Round Pond Estate
2020.12 - Current
Concierge
Round Pond Estate Winery
2019.08 - 2020.12
Greeter
Alpha Omega
2018.08 - 2019.08
Associate
See’s Candies
2017.10 - 2018.07
Plater
Bakery, Cheesecake Factory
2017.05 - 2017.07
Shift Supervisor
Barista, Starbucks Coffee Co
2014.09 - 2017.04
Attendant Care Provider
Kids World
2014.01 - 2014.07
Party Coach
LOL Parties
2013.01 - 2013.09
No Degree - Psychology
Gavilan College
No Degree - Psychology
Cabrillo College
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