Catherine Martinez

• Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.

• Regularly monitor and assess customer service representative performance through call recordings, customer feedback, and other metrics to identify areas for improvement.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

• Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.

• Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.

• Completed monthly audits to locate potential agent and customer opportunities.

• Managed daily front-of-house operations, including floor management and table assignments.

• Monitored customer satisfaction throughout their dining experience.

• Addressed customer complaints and concerns effectively.

• Hired, trained, and developed front of house staff.

• Weekly inventory of supplies, and ensuring proper stock levels.

• Handled cash management and POS system operations.