Ciana Ford
Hot Springs,AR
Summary
Seasoned Customer Service Manager providing skills to multi-tasks and work in fast paced environments,with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Harps Grocery Store
Hot Springs, Arkansas
02.2023 - Current
- Trusted to close and occasionally open the store
- Work the register
- Run the service desk including money orders, sending and receiving money through WU
- Paid-outs, cash checks, refunds etc
- Counting down the safe/till at the end of the day
- Supervising the front end
- Assisting the cashiers whenever needed
- Helping customers with any issues and locating items
- Faceing the store and keeping everything neat
- Cleaned store whenever needed
- Helped assist customers over the phone and transfer customers to proper departments for assistance
- Have been trained in GMD, Produce, scanning, stocking and a little experience in the Meat department
Restaurant Hostess
Oaklawn Racing & Gaming
Hot Springs National Park, AR
03.2025 - 05.2025
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Assisted FOH and BOH staff to drive smooth service execution and maximize guest satisfaction.
- Increased efficiency by organizing menus and updating daily specials boards before each shift.
- Streamlined table turnover process by quickly identifying available seating options for incoming diners.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Coordinated large party bookings both on the phone and in-person, creating organized seating plans tailored to guest needs.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Assisted in maintaining a clean and inviting restaurant environment by clearing tables and setting up for the next guests.
- Checked in with servers to confirm preparedness before seating customers.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Completed daily side work and opening and closing duties without fail.
- Answered phone calls to take orders, give information and document reservations.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
Sales Associate
Belk
Fort Worth, Texas
10.2020 - 02.2023
- Handled returns and exchanges according to company policies.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Greeted customers to the store, following through on requests and orders.
- Ensured the shop floor was maintained to a high standard and all merchandise was displayed neatly at all times, especially during busy periods.
- Carried out all transactions on cash register, including cash, checks, card payments, and refunds or exchanges.
- Regularly trusted to open and close store, including balancing the cash drawer.
- Successfully handled customer complaints by resolving issues and offering discounts when appropriate, with manager's approval and filled online orders/ in store pick ups
Education
GED -
Dallas College
Dallas, TX06-2020
Skills
- Metric tracking
- Staffing coordination
- Complaint resolution
- Training and mentoring
- Focused on customer satisfaction
- Exceptional telephone etiquette
- Work prioritization
- Quality assurance
- New hire training
- Adherence to high customer service standards
- Time management
- Staff management
- Verbal and written communication
- Problem-solving
- Decision-making
- Customer service
Timeline
Restaurant Hostess
Oaklawn Racing & Gaming
03.2025 - 05.2025
Customer Service Manager
Harps Grocery Store
02.2023 - Current
Sales Associate
Belk
10.2020 - 02.2023
GED -
Dallas College