Dashia Marr
Pontoon Beach,IL
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Collections Specialist
US Bank NA
Olivette, MO
06.2020 - 05.2021
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Handled average 100-150 outbound and inbound calls daily with goal of collecting owed debt.
- Refined existing processes to optimize accounts receivable and collection efforts.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements through Empathic listening and professional reassurance.
Host, Server/Bartender
HMS
St. Louis, MO
05.2018 - 03.2020
- In Top 1% of servers in unit for Upselling high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Averaged $1,500-$2,300 in sales per shift by increasing bill average 12%-22% consistently
- Provide natural friendly and positive service in extremely fast-paced environment
- Turnaround times are from 10-45mins min-max guest count 1-64 at a time
- Accurately recorded orders and partnered with team to serve food and beverages that exceeded guests' expectations
- Contribute to the relaxation of travelers with great food and drink recommendations.
- Cultivated warm relationships with regular customers through empathic guidance
Wait-staff/Bartender
Dave & Buster's
Maryland Heights, MO
04.2017 - 06.2018
- Administrating fun to the guest through food and beverage service and salesmanship
- Average sales from $750-$2200 based on volumes; Averaged 19-30% Tips
- Building relationships with the guest by listening and learning about their visits to D&B
- Guiding the fun through informing the guests of different activities they can participate in
Certified Trainer and Coach
Darden Inc, Olive Garden
St Louis, MO
08.2016 - 05.2018
- Demonstrated the SIE system (Suggest, Inform, Endorse) to learners to educate bartenders, clerks, and servers on responsible service protocols.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 18%.
- Observed participants and provided corrective measures for skill improvement.
- Discussed proper procedures for requesting identification and provided practice opportunities to trainees.
- Conducted small group or individual instruction to meet learning styles of participants.
Sr. Patient Care Advocate
Express Scripts Inc
St. Louis, MO
05.2014 - 02.2016
- Administrated procedural advice to assist with customer service issues and processing orders while maintaining authentic appreciation towards various personalities
- Served as a liaison between departments internally, clients and patients
- Achieved Stretch Ranking (Top 20% of Dept.) for overall score (AHT, Quality, Attendance) for three consecutive quarters in 2015
- Received Impact awards for Collaboration and Service in 2014 and 2015
- Earned over 15+ (12 consecutively) 100% Quality scores (2 assessments per Month)
- Offered Encouraging Peer Support as SME (Subject Matter Expert) to team members.
Research Interviewer
LEGGS Services, LLC
Edwardsville, IL
02.2013 - 06.2014
- Conduct inbound/outbound phone surveys while maintaining and average 99.4% hourly and weekly metrics for quality and customer service
- Perform data entry and system to system processing to enter responses at an appropriate pace with accurate typing skills
- Maintain authentic appreciation and value to customer consistently on the telephone while interacting with a wide variety of personalities and escalated customers.
- Reviewed, classified and recorded survey data in preparation for computer analysis.
Restaurant Department Manager - Kitchen
McDonald's, R.A. Gray Inc
Glen Carbon, IL
08.2012 - 05.2014
- Held Waste Cost under 10% 3 consecutive quarters in 2013 and 1st qtr 2014
- Implemented monthly projects for team members to encourage the growth of leadership skills and cross train for versatility
- Managed 10-45 crew members at a time; delegating tasks and duties
- Developed several crew members into trainer positions and management position
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
Swing Shift Manager
McDonald's, R.A. Gray Inc
Glen Carbon, IL
09.2010 - 08.2012
- Received recognition for having the least complaints and item returns for all quarters of 2012
- Regulated crew members to ensure the best quality of service and guest experience
- Completed Daily opening/closing duties: Cash handling, shift positioning
- First line of intervention for escalated issues and resolution
- Received recognition for having the least complaints and item returns for all quarters of 2012
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Education
Business Administration and Finance
Southern Illinois University of Edwardsville
01.2010 - 01.2012
Skills
Goals and performance
Issue investigation
New hire training
Performance improvements
Persuasion techniques
Call center experience
Relationship building and management
Business development and planning
Operations
Staff Management
Sales expertise
Data Entry
Additional Information
Attending LaunchCode Women+ Cohort for Salesforce Administrator Certificate. Completion Date is August 2022
Timeline
Collections Specialist
US Bank NA
06.2020 - 05.2021
Host, Server/Bartender
HMS
05.2018 - 03.2020
Wait-staff/Bartender
Dave & Buster's
04.2017 - 06.2018
Certified Trainer and Coach
Darden Inc, Olive Garden
08.2016 - 05.2018
Sr. Patient Care Advocate
Express Scripts Inc
05.2014 - 02.2016
Research Interviewer
LEGGS Services, LLC
02.2013 - 06.2014
Restaurant Department Manager - Kitchen
McDonald's, R.A. Gray Inc
08.2012 - 05.2014
Swing Shift Manager
McDonald's, R.A. Gray Inc
09.2010 - 08.2012
Business Administration and Finance
Southern Illinois University of Edwardsville
01.2010 - 01.2012