Marlana Hand
Encinitas,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Hostess, Expo, Server
Breakfast Republic
01.2024 - Current
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Accommodated special seating requests for guests to enhance satisfaction.
Professional Nanny
Private Employers
01.2018 - Current
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
Server
Rossatis Pizza
01.2023 - 11.2023
- Cultivated warm relationships with regular customers.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Cashier
Habit Burger Grill
01.2020 - 08.2021
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Answered customer questions about hours, seating, and menu information.
- Relayed guest comments or suggestions to manager on duty for further action.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Promoted business loyalty by fostering positive customer relationships.
Courtesy Clerk
Sprouts Farmers Market Inc.
02.2019 - 12.2019
- Maintained clean and tidy checkout area to optimize service delivery.
- Assisted customers with checkout process to foster prompt and smooth transactions.
- Addressed customer needs for price checks and merchandise retrieval from upper shelves or stockroom.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Nursing
Cal State San Marcos
06.2027
Esthetician - Skin Care
Palomar Institite of Cosmetology
San Marcos, CA05.2024
Associates in Communications - Communications
Santa Barbara City College
Santa Barbara, CA05.2023
High School Diploma -
La Costa Canyon Highschool
Carlsbad, CA06.2021
Skills
- Interpersonal Communications
- Client Engagement
- Customer Complaint Resolution
- Customer Retention
- Sales Techniques
- Call Center Experience
- Appointment Scheduling
- Customer Service
- Fast Learner
- Proactive
- Leading a Team
- Fast and Efficient
- Hardworking
- Reliable
- Outgoing
- Great Socialization Skills
Timeline
Hostess, Expo, Server
Breakfast Republic
01.2024 - Current
Server
Rossatis Pizza
01.2023 - 11.2023
Cashier
Habit Burger Grill
01.2020 - 08.2021
Courtesy Clerk
Sprouts Farmers Market Inc.
02.2019 - 12.2019
Professional Nanny
Private Employers
01.2018 - Current
Nursing
Cal State San Marcos
Esthetician - Skin Care
Palomar Institite of Cosmetology
Associates in Communications - Communications
Santa Barbara City College
High School Diploma -
La Costa Canyon Highschool
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