Summary
Overview
Work History
Education
Skills
Timeline
Generic

Autumn Hess

Umatilla

Summary

Dynamic professional with extensive experience in customer service and event promotion, notably at Hornell Hookah. Proven ability to enhance guest engagement and satisfaction through exceptional hospitality and effective conflict resolution. Skilled in budget management and performance adaptation, consistently achieving high-quality service delivery in fast-paced environments.

Overview

2026
2026
years of professional experience

Work History

Server

The Barrell
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.

Entertainer

Foxys
03.2015 - Current
  • Remained in costume for extended periods for maximum performance effect.
  • Danced, sang and conducted games encouraging guest participation through playful antics and engagement.
  • Practiced and rehearsed choreographed dance routines to deliver flawless venue performances.
  • Enhanced audience engagement by incorporating interactive elements and timely humor in performances.
  • Maintained a high level of professionalism during all interactions with clients, venues, and fellow performers.
  • Communicated with guests clearly and with good humor to encourage laughter and excitement.
  • Developed unique acts for various occasions, ensuring a memorable experience for all attendees.
  • Navigated through large crowds to sign autographs or pose for pictures at guest request.
  • Provided exceptional customer service to clients by attentively addressing their questions, concerns, and requests throughout the booking process.
  • Refined stage presence techniques to captivate audiences of diverse ages and backgrounds effectively.
  • Received numerous positive reviews from clients, resulting in repeat bookings and referrals for new gigs.
  • Seamlessly adapted performances to accommodate last-minute changes or unforeseen challenges during live events.
  • Received coaching to refine skills and abilities.
  • Adapted to various performance styles to suit diverse audiences.
  • Increased event attendance rates by promoting shows through various marketing channels, including social media and local print advertisements.
  • Built strong relationships with venue staff members to facilitate smooth event execution from setup to tear-down processes.
  • Fostered a positive work environment for fellow entertainers by offering constructive feedback and support during rehearsals or backstage preparations.
  • Performed themed sets and shows with minimal repetition to provide original content for returning guests.
  • Managed costume design and prop selection to support the overall aesthetic of each performance.
  • Expanded clientele base through active networking at industry events and conferences.
  • Incorporated stage props to engage audience and create unforgettable moments.
  • Collaborated with event organizers to create tailored performances that aligned with their specific goals and themes.
  • Collaborated with production teams to ensure seamless integration between performance elements such as lighting, sound, and visual effects.
  • Improved time management skills by balancing multiple bookings and maintaining punctuality for every performance commitment.
  • Contributed creative ideas for new show concepts during brainstorming sessions with fellow performers or event planners.
  • Participated in continued education workshops to enhance performance skills and stay up-to-date on industry trends.
  • Mentored aspiring entertainers, providing guidance on technique development and career advancement strategies.
  • Engaged with audiences to create memorable experiences at live performances.
  • Collaborated with other entertainers to create engaging acts.
  • Performed live shows at various venues throughout region.
  • Created choreography for individual and group performances.
  • Implemented creative techniques to create unique performances.
  • Used social media to promote events and build audience.

Manager

Hornell Hookah
01.2021 - 02.2025
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved marketing to attract new customers and promote business.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Increased market share with strategic business development efforts, expanding into untapped markets.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.

Server

Italian Villa Restaurant
05.2020 - 06.2022
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
  • Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.

Server

Billy Schus
03.2018 - 10.2021
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.

Server

East Ridge Family Restaurant
04.2015 - 03.2017

Customer Service Representative

State Farm
01.2013 - 08.2016
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Server

West Ridge Family Diner
03.2011 - 06.2014
  • Displayed strong skills in juggling several tables simultaneously, ensuring top-notch service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations.
  • Contributed to inventory management by monitoring stock levels.
  • Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.

Education

High School -

Arcadia High School
Rochester, NY

Skills

  • Audience engagement
  • Event promotion
  • Performance adaptation
  • Costume design
  • Choreography creation
  • Customer service
  • Conflict resolution
  • Team collaboration
  • Time management
  • Budget management
  • Relationship building
  • Sales techniques
  • Mentoring others
  • Creative problem-solving
  • Networking skills
  • Strong work ethic
  • Exceptional customer service
  • Cash handling
  • Guest engagement
  • Professional appearance
  • Hospitality service expertise
  • Memory retention
  • Cleanliness standards
  • Safe food handling
  • Menu memorization
  • Food running
  • High volume dining
  • Service prioritization
  • Sales expertise
  • Order accuracy
  • Supply restocking
  • Food safety practices
  • Quality control
  • Performance improvement
  • Table bussing
  • Suggestive selling
  • Guest relations management
  • Point of sale operation
  • Dining area maintenance
  • Allergy awareness
  • Order management
  • Beverage preparation
  • Inventory management
  • Tableside etiquette
  • Task prioritization
  • Guest seating
  • Table setting
  • Item promotion
  • Food station setup
  • Daily specials memorization
  • Food inspection
  • Front-of-house display creation
  • Wine service
  • Food spoilage prevention
  • Multitasking and organization
  • Shift management
  • Buffet setup and takedown
  • Take-out service
  • Server training
  • Dietary restrictions knowledge
  • Positive guest interactions
  • Calm demeanor
  • POS operation

Timeline

Manager

Hornell Hookah
01.2021 - 02.2025

Server

Italian Villa Restaurant
05.2020 - 06.2022

Server

Billy Schus
03.2018 - 10.2021

Server

East Ridge Family Restaurant
04.2015 - 03.2017

Entertainer

Foxys
03.2015 - Current

Customer Service Representative

State Farm
01.2013 - 08.2016

Server

West Ridge Family Diner
03.2011 - 06.2014

Server

The Barrell

High School -

Arcadia High School

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Autumn Hess