Hannah Smith
Biddeford,ME
Summary
Dependable and energetic professional bringing exceptional skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Technologically inclined, able to review and understand complex networking, POS, or back office software quickly and accurately.
Overview
12
12
years of professional experience
Work History
Customer Care Expert, Reporting & Payments
Toast, Inc
Boston, MA
08.2021 - Current
- Product expert support for all things money - gift cards, loyalty, credit card processing, tipping, payments (of any type), reporting and analytics, simple billing
- Use multiple resource centers to solidify cohesive answers for presented complex issues.
- Work with 3rd party credit card processors in resolving merchant issues including but not limited to deposit discrepancies, lien notices, incorrect merchant names.
- File legible red flags to engineering teams for further review of unexpected behavior when suspected, steps including reviewing device logs and their events for the deeper investigation
- Assist tier 1 support with their inquiries and guide them through resolving their own caseload, and how to utilize their resources to solve customer issues
- Collaborate with different internal teams such as business operations, payment operations, billing and overall navigate the network of Toast operations
- Helped write the "Payments Rising" Certification testing, chosen for this project due to subject matter knowledge. Wrote 2 story scenarios with 10 unique questions that link back to the written scene. This is used as the standard to judge who is certified expert in the subject matter
- Programs used: Salesforce, JIRA, SendGrid, Vantiv iQ, Chase Paymentech, Google Suite, ServiceNow. Light Splunk knowledge
Customer Care Representative
Granite Telecommunications
Quincy, MA
01.2021 - 06.2021
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Oversaw business telecommunication networks, including telephones, office equipment, internet, and cable.
- Coordinated logistics and verified equipment shipment pricing and availability.
- Coordinated timely responses to online customer communication and researched complex issues.
- Worked with users to diagnose and resolve network and device problems and implemented established technical solutions.
- Reviewed and interpreted facility orders, network design orders, and circuit layout orders.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Craft Cocktail Bartender
Rockwell Restaurant Group
08.2019 - 01.2020
- Take customer orders and capitalize on opportunities to sell special beverage and food options.
- Manage accurate register and produce daily sales reports backing up inventory usage numbers.
- Keep accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
- Develop creative bar menus and drink recipes by researching emerging industry trends.
Bartender/Server
Lobsta Land Restaurant
04.2018 - 10.2019
- Upsell daily specials and beverage promotions to exceed daily sales goals.
- Work with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Consult with managers to organize special events and promotions such as trivia nights to bring in new customers.
- Actively participated in ongoing customer service programs to build sales and rapport in community.
Bartender/Shift Manager/Key Holder
Halibut Point Restaurant & Bar
01.2017 - 03.2018
- Apply excellent organizational and multitasking abilities to handle simultaneous customer, team,and business needs while avoiding unnecessary delays or errors.
- Create balanced shift schedules to keep bar reasonably staffed during peak periods and maximize earnings for bartenders.
- Resolve challenging customer complaints to full satisfaction, maximizing repeat business.
- Close out cash register with 100% accuracy and prepare cashier report.
Server/Bartender Trainer
Cape Ann Brewing Company
10.2014 - 03.2018
- Deliver in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Craft beer knowledge, understanding how to recommend different flavors and types of beer to different palates
- Promote positive atmosphere and go above and beyond to guarantee each customer received exceptional food and service.
- Complete frequent inspections to identify and resolve problems affecting performance of tap lines.
- Beer canning/field event experience
Bartender/Cocktail Server
Port City Billiards
12.2012 - 10.2014
- Keep register accurate through correct billing, payment processing and cash management practices.
- Monitor guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
- Check identification to enforce age regulations for alcoholic beverages.
- Arrange tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
Education
TIPS Certified -
BarSmarts -
Pernod Ricard
Associate of Science - Communications
Bunker Hill Community College
Charlestown, MA2022
Skills
- Customer Experience
- Multitasking Abilities
- Relationship-Building
- Computer Skills
- Service Oriented
- Problem-Solving Skills
POS System Proficiency
Timeline
Customer Care Expert, Reporting & Payments
Toast, Inc
08.2021 - Current
Customer Care Representative
Granite Telecommunications
01.2021 - 06.2021
Craft Cocktail Bartender
Rockwell Restaurant Group
08.2019 - 01.2020
Bartender/Server
Lobsta Land Restaurant
04.2018 - 10.2019
Bartender/Shift Manager/Key Holder
Halibut Point Restaurant & Bar
01.2017 - 03.2018
Server/Bartender Trainer
Cape Ann Brewing Company
10.2014 - 03.2018
Bartender/Cocktail Server
Port City Billiards
12.2012 - 10.2014
TIPS Certified -
BarSmarts -
Pernod Ricard
Associate of Science - Communications
Bunker Hill Community College