Dwanda Smith
Natchitoches,LA
Summary
Adept at kitchen and team management, I significantly enhanced customer satisfaction and food safety standards during my tenure at Percy's Bar & Kitchen. Skilled in multitasking and leadership, I excel in staff training, inventory control, and complaint resolution, achieving performance targets and fostering a positive work environment.
As an Lead customer service representative I became a professional with solid background in customer service, ready for leadership role. Proven track record in managing teams and driving customer satisfaction. Reliable team player who adapts to changing needs and focuses on achieving results. Strong communication and conflict resolution skills with personable and approachable demeanor.
Overview
15
15
years of professional experience
Work History
Kitchen Manager
Percy's Bar & Kitchen
03.2015 - 01.2024
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
Lead Customer Service Representative
Alliance Data Systems Corp
06.2009 - 09.2014
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
Education
Associate of Arts - Business Management
Penn Valley Community College
3201 SW Trafficway Kansas City, Mo 6411105-1997
Skills
- Multitasking and Organization
- Customer Service
- Food Safety
- Inventory Management
- Staff Supervision
- Food Preparation
- Staff Training and Development
- Kitchen Management
- Inventory Control
- Waste Reduction
- Problem-Solving
- Safe Food Handling
- Shift Scheduling
- Complaint Handling
- Work Prioritization
- Call Management
- Call center experience
- Customer Complaint Resolution
- Escalation management
- Customer Support
- Database Maintenance
- Help Desk Support
- Payment Processing
- Credit card processing
- Team training and leadership
Timeline
Kitchen Manager
Percy's Bar & Kitchen
03.2015 - 01.2024
Lead Customer Service Representative
Alliance Data Systems Corp
06.2009 - 09.2014
Associate of Arts - Business Management
Penn Valley Community College