Summary
Overview
Work History
Education
Skills
Timeline
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Grace Manley

Grace Manley

Grabill,ME

Summary

I am very determined and strong headed. I am very effeciant and always try to find a resolution fast and seamlessly. I am a recent graduate with undeniable active listening skills. Multifaceted supervisor with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.

Overview

5
5
years of professional experience

Work History

Customer Service Leader

Hannaford Supermarket
07.2020 - Current
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Coached, monitored and motivated new associates to boost performance and enhance job knowledge.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Implemented company processes to effectively resolve customer service issues.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Consulted with customers regarding needs and addressed concerns.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.

Waitress

City Farmhouse
06.2018 - 01.2021
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Communicated with kitchen staff to stay updated on item availability and customer wait times.
  • Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
  • Prepared salads, appetizers and garnishes to assist kitchen staff.
  • Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.

Hostess

IHOP
06.2020 - 09.2020
  • Greeted guests and gathered information to seat groups or place on waitlist.
  • Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
  • Escorted guests to seating area, furnished menus and highlighted daily specials.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Monitored dining area to assess server capacity and estimate wait times.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Answered telephone to provide dining information and take reservations.
  • Accommodated guests with children and special needs to promote comfortable dining experience.

Barista

C Salt
03.2020 - 07.2020
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Packaged bagels, muffins and other food items for customer purchase.
  • Followed exact recipes for mixing and preparing beverage and food items.
  • Operated espresso machines and commercial coffee brewers to create beverages.

Education

Criminal Justice

Southern Maine Community College
South Portland, ME
05.2024

High School Diploma -

Cape Elizabeth High School
Cape Elizabeth, ME
06.2022

Skills

  • Processes and Procedures
  • Customer Service Excellence
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • Creative Problem Solving
  • Training and Development
  • Multitasking and Prioritization
  • Upbeat and Positive Personality
  • De-escalation Techniques

Timeline

Customer Service Leader

Hannaford Supermarket
07.2020 - Current

Hostess

IHOP
06.2020 - 09.2020

Barista

C Salt
03.2020 - 07.2020

Waitress

City Farmhouse
06.2018 - 01.2021

Criminal Justice

Southern Maine Community College

High School Diploma -

Cape Elizabeth High School

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Grace Manley