Caitlin Payne
Martinsburg
Summary
Customer-focused professional skilled in enhancing satisfaction and driving positive outcomes. Strong communicator and team collaborator dedicated to achieving company goals. Committed to continuous learning and professional development, effectively addressing concerns to deliver exceptional service.
Overview
10
10
years of professional experience
Work History
Banquet Server / Bartender
Hilton Garden Inn Hotel
Martinsburg
04.2024 - Current
- Deliver high-quality customer service during corporate events and large functions, ensuring positive customer experiences.
- Communicate professionally with guests to address questions, concerns, and special requests across multiple interactions.
- Anticipate guest needs and resolve service issues calmly and efficiently.
- Follow detailed Banquet Event Orders (BEOs) and procedures to ensure accuracy and quality standards.
- Coordinate with team members to ensure smooth operations and timely service delivery.
- Maintain compliance with food safety, service, and company policies while managing multiple priorities.
Customer Service and Client Support
Nick's Fix It LLC
Martinsburg
11.2021 - 04.2024
- Managed customer information, job requests, and scheduling using simple tracking systems and spreadsheets.
- Answered calls and messages, assisting customers with service questions, estimates, and appointment setup.
- Handled payments, deposits, and basic recordkeeping while maintaining accurate and organized accounts.
- Created and updated work orders, ensuring job details were clearly communicated to the field team.
- Kept detailed records of completed jobs, materials used, and customer requests for tracking and follow-up.
- Communicated with team members throughout the day to coordinate schedules, job updates, and service needs.
- Tracked ongoing projects, ensuring timely job completion and accurate documentation for effective follow-up.
- Maintained organized files, invoices, and customer records with strong attention to detail.
- Assisted with daily operations, including supporting field workers and keeping workflow running smoothly.
Patient Services Support (Dietary Services)
Veterans Affairs Medical Center
Martinsburg
12.2018 - 11.2021
- Coordinated services to align with patient information and medical requirements, ensuring compliance with care standards.
- Managed high-pressure environments while adhering to strict procedures, deadlines, and quality standards.
- Documented and maintained accurate patient records in computer systems, enhancing data integrity and accessibility.
- Handled confidential patient information and verified identity in compliance with privacy and security policies.
- Delivered service to veterans and patients in a highly regulated healthcare environment focused on quality and accuracy.
- Trained new employees on procedures, service standards, and workflow.
Hostess / Restaurant Server
Boyd's Steakhouse
Martinsburg
03.2016 - 12.2018
- Greeted guests warmly and ensured a positive first impression.
- Handled guest inquiries and resolved any concerns promptly.
- Checked with guests for feedback on food, resolved issues, and ensured timely delivery of additional items and beverage refills.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Maintained professional demeanor to foster open communication and encourage inquiries and order placements.
- Operated POS terminals to accurately input orders, split bills, and efficiently calculate totals.
Education
GED -
Hedgesville High School
Hedgesville, WV02-2016
Skills
- Customer service & customer experience management
- Call handling, in-person & multi-channel support
- Payment processing & invoice handling
- Work order management & project tracking
- Work order creation & job tracking
- Documentation, data entry & accuracy
- Data entry and record keeping
- Microsoft office, email, scheduling and computer systems
- Attention to detail & quality assurance
- Strong attention to detail
- Time management & organization
- Team coordination and field support
- Problem solving, decision making & issue resolution
- Problem solving in fast-paced environments & multitasking
- Confidential information handling & compliance
Timeline
Banquet Server / Bartender
Hilton Garden Inn Hotel
04.2024 - Current
Customer Service and Client Support
Nick's Fix It LLC
11.2021 - 04.2024
Patient Services Support (Dietary Services)
Veterans Affairs Medical Center
12.2018 - 11.2021
Hostess / Restaurant Server
Boyd's Steakhouse
03.2016 - 12.2018
GED -
Hedgesville High School