Essence Mullens
Richmond,TX
Summary
Proven track record of enhancing customer satisfaction and streamlining to-go order efficiency at Darden Restaurants, Olive Garden. Adept at handling high-stress situations and training staff, demonstrating strong multitasking and initiative-taking skills. Increased productivity through innovative training materials and methods, contributing to team success with exceptional phone etiquette and detail-oriented service delivery.
Overview
12
12
years of professional experience
Work History
To-Go Specialist
Darden Restaurants, Olive Garden
03.2018 - Current
- Handled high-stress situations gracefully, resolving customer concerns promptly and professionally.
- Answered to-go order phone calls, conveying menu options over telephone and accurately estimating time of delivery.
- Collaborated with kitchen staff to ensure timely completion of all to-go orders.
- Trained new team members on proper procedures for managing to-go orders, promoting consistency in service quality.
- Handled cash transactions accurately, maintaining accountability for daily sales receipts.
- Adapted quickly to new technology platforms for online ordering and delivery services integration.
- Ensured order accuracy, meticulously reviewing each item before handing off to the customer.
- Enhanced customer satisfaction by providing efficient and accurate order processing.
- Utilized strong organizational skills in arranging completed orders neatly while minimizing space consumption within the pick-up area.
- Increased repeat business by consistently providing friendly and attentive service.
- Contributed positively towards team goals through effective communication between front-of-house staff members and the kitchen team.
- Assisted in inventory management, helping to minimize waste and ensure availability of popular menu items.
- Resolved challenging customer service situations with diplomacy, retaining customer loyalty in difficult circumstances.
- Facilitated team-oriented atmosphere, encouraging cooperation among staff to enhance overall service quality.
- Provided training to new hires on POS system and customer service protocols, raising team's overall performance standards.
Certified Trainer
Darden Restaurants, Olive Garden
09.2015 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided ongoing support for certified individuals, offering guidance as they navigated new challenges in their professional roles.
- Developed innovative training materials, resulting in higher levels of trainee satisfaction.
- Consistently received high ratings on trainer evaluations, reflecting a strong commitment to excellence in education and professional development.
- Maintained organization of documents, materials, and equipment.
- Increased trainee performance by implementing practical, hands-on activities during training sessions.
- Conducted post-training follow-ups with participants to ensure proper knowledge transfer and application on the job site.
Host
Darden Restaurants, Olive Garden
03.2013 - Current
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Facilitated positive first impressions for guests through friendly greetings, professional attire, and genuine enthusiasm for their visit.
Host
Carls Riverbend
08.2012 - 03.2013
- Answered customer questions about hours, seating, and menu information.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
Education
High School Diploma -
George Ranch High School
Richmond Tx05.2014
Skills
- Strong multitasking
- Phone Etiquette
- Quick Learner
- Initiative-taking
- Goal-Oriented
- Cleanliness
- Flexibility
- Detail Oriented
Timeline
To-Go Specialist
Darden Restaurants, Olive Garden
03.2018 - Current
Certified Trainer
Darden Restaurants, Olive Garden
09.2015 - Current
Host
Darden Restaurants, Olive Garden
03.2013 - Current
Host
Carls Riverbend
08.2012 - 03.2013
High School Diploma -
George Ranch High School
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