Caitlyn Niemann
Orlando,FL
Summary
Results-driven professional with over seven years of customer service expertise. Recognized for dynamic problem-solving and teamwork orientation. Demonstrates innovation, drive, and a commitment to delivering high-quality work. Possesses exceptional communication and phone etiquette skills. Adept at meeting deadlines in fast-paced environments, exhibiting sound judgement and multitasking abilities. Dedicated to maintaining organization and actively identifying opportunities for improvement. Eager to elevate skills in a challenging work environment.
Overview
9
9
years of professional experience
Work History
Waitress
Millers Ale House
01.2018 - Current
- Greet guests with welcoming personable interactions.
- Deliver exceptional, fast paced service.
- Skillfully anticipate and address guests' service needs.
- Work with individual servers to train and improve performance.
- Remain calm and poised when dealing with difficult customers or during busy shifts.
- Restock and maintain anorganized work environment.
- Delegate responsibilities to servers and collaborate with kitchen staff to ensure guest satisfaction.
- Team leader responsible for managing and directing closing duties.
- Follow health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
Account Manager
Lumio
05.2023 - 12.2023
- Received promotion to account manager within 6 months of working as customer care representative.
- Managed over 400 accounts as key stakeholder.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Communicated relevant design changes and updates to customers in advance of implementation to cultivate collaborative working relationships.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Maintained open communication by presenting regular updates on project status to customers.
Customer Care Representative
Lumio
02.2023 - 05.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped on average 60 customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Hostess/Waitress
West End Grill
06.2015 - 03.2018
- Attended to guests with welcoming, friendly attitude.
- Answered calls and address questions or concerns
- Practiced conflict resolution pertaining to guests.
- Responsible for ensuring order accuracy.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
Education
Associate of Arts -
Indian River State College
Port Saint Lucie, FL05.2017
Skills
- Project Management
- Time Management
- Customer Retention
- Salesforce CRM Experience
- Strategic Communication
- Multitasking and Organization
- Issue and Complaint Resolution
- Creative Problem Solving
- Phone Etiquette
- Data Entry
Timeline
Account Manager
Lumio
05.2023 - 12.2023
Customer Care Representative
Lumio
02.2023 - 05.2023
Waitress
Millers Ale House
01.2018 - Current
Hostess/Waitress
West End Grill
06.2015 - 03.2018
Associate of Arts -
Indian River State College