Erica Cowan

Work History

Frostee Freeze

2016.04 - Current

Worked with POS system to place orders, manage bills, and handle complimentary items.
Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Assisted in training new hires, providing guidance on restaurant standards and best practices.
Resolved customer complaints promptly and professionally to maintain positive reputation.
Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.

Bartender

2009.05 - 2015.01

Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
Contributed to a positive work environment through effective teamwork and communication with colleagues.
Followed alcohol awareness procedures for preventing excessive guest intoxication.
Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
Verified drinking age requirements of customers by carefully reviewing photo identification.
Trained new team members on restaurant procedures, menu items, and performance strategies.
Monitored new server performance and offered continuous support throughout training period.
Actively participated in team meetings to discuss strategies for increasing efficiency and improving customer experiences.

Christian Leads, LLC.

2007.12 - 2008.03

Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
Expanded client base by consistently meeting daily targets for outbound calls made per shift.
Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
Conducted follow-up calls to gauge customer satisfaction levels and identify opportunities for upselling or cross-selling services.
Placed outbound customer service or customer satisfaction calls to follow up on issues.

Keener Communications, Inc.

2003.06 - 2004.03

Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
Improved first-call resolution rates by effectively utilizing resources and available tools.
Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
Demonstrated strong problem-solving skills by resolving customer issues during first call.