Etwinda P. Harmon
Columbia,SC
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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, ad providing customized solutions to build loyalty.
Overview
34
34
years of professional experience
Work History
Customer Service Specialist II
Wells Fargo
Columbia, United States
03.2020 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 75 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
Lead Cook
Twin Peaks
Columbia, South Carolina
01.2016 - Current
- Coordinate efforts of the front end with the kitchen
- Ensure food quality and quantity
- Monitor food waste and manage inventory levels
- Ensure kitchen sanitization and hygiene procedures
- Ensure appropriate staffing and schedules
Kitchen Manager
Vella’s
Columbia, South Carolina
01.2010 - 01.2015
- Managed kitchen staff by recruiting, selecting, hiring, orienting, training, assigning, scheduling, supervising, evaluating and enforcing discipline when necessary
- Reduced food cost by expertly estimating purchasing needs and buying through approved suppliers
- Developed menus, pricing and special food offerings to increase revenue and customer satisfaction
- Prepared operational reports and analysis and made appropriate recommendations about progress and negative trends
- Maintained a skilled kitchen staff by properly coaching, counseling and disciplining employees.
Lead Cook
Red Robin
Columbia, South Carolina
01.2005 - 01.2010
- Confer with restaurant management to determine specifics for menu development purposes
- Oversee food preparation work and assist line cooks in preparing food items by slicing, dicing and cutting
- Handle any complaints according to the restaurant’s protocols and procedures and ensure that similar situations do not arise again
- Ascertained that inventory of food items and kitchen supplies was properly handled
- Perform other essential duties as assigned by supervisors
Corporate Kitchen Trainer
Chili’s Bar & Grill
Columbia, SC
01.1990 - 01.2005
- Having full control and accountability for leading, developing and inspiring the kitchen team
- Traveling within the continental United States to newly opening stores to train kitchen staff
- Conducting staff appraisals and dealing with any inefficiencies in performance
- Attending and participating in management meetings.
Education
Columbia High School
Skills
- Menu Planning
- Recipe Development
- Operational Smoothness
- Staff Scheduling
- Inventory Management
- Sanitation Practices
- Stock Management
- Equipment Operations
- Food Preparation
- Kitchen Safety Protocols
- Food Rotation
- Responding to Difficult Customers
- Call Documentation
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Effective Written and Verbal Communication
- Building Customer Trust and Loyalty
- Policy and Procedure Adherence
Timeline
Customer Service Specialist II
Wells Fargo
03.2020 - Current
Lead Cook
Twin Peaks
01.2016 - Current
Kitchen Manager
Vella’s
01.2010 - 01.2015
Lead Cook
Red Robin
01.2005 - 01.2010
Corporate Kitchen Trainer
Chili’s Bar & Grill
01.1990 - 01.2005
Columbia High School
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