Heidi Cole
Rochester,NY
Summary
Proven leader in hospitality management, notably at Napa Wood-fired Pizza and Flaherty's, where I enhanced customer satisfaction and team performance. Expert in POS system operation and adept at fostering team leadership, I significantly improved service efficiency. Critical thinking and active listening skills have consistently resolved conflicts, ensuring a positive dining experience and boosting repeat business.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Vail Insurance Agency
06.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Sous Chef
The Peppered Pig
06.2023 - 06.2024
- Managed food preparation tasks during high-volume service periods, ensuring all orders were executed in a timely manner without sacrificing quality or presentation standards.
- Trained kitchen staff to perform various preparation tasks under pressure.
- Planned and directed high-volume food preparation in fast-paced environment.
- Managed inventory levels effectively, resulting in reduced food waste and cost savings for the establishment.
- Collaborated with executive chef to develop innovative menu items, leading to increased guest return rates and positive reviews.
- Played a key role in achieving positive health inspection results by maintaining strict compliance with all relevant guidelines and regulations throughout daily operations.
- Maintained open lines of communication with front-of-house management teams to address any potential issues before they escalated into larger problems affecting overall guest satisfaction levels.
Line Cook/Supervisor of Operations
Genesee Brew House
03.2022 - 06.2023
- Coordinated seamless shift transitions by maintaining thorough handover notes and clear communication channels among team members.
- Streamlined communication between front-of-house and back-of-house staff, reducing order errors and enhancing guest satisfaction.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Assured food safety compliance by enforcing proper sanitation protocols and adherence to industry regulations.
- Monitored food quality at all stages of production, ensuring consistently high standards were met across all dishes served.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
Server/Supervisor
Flaherty's Three Flags Inn
05.2012 - 03.2022
- Trained new servers on company policies, procedures, and best practices for exceptional guest service.
- Demonstrated strong attention to detail when handling cash transactions, ensuring accurate billing for customer's meals while maintaining security measures at all times.
- Enhanced customer satisfaction by providing efficient and friendly service to guests.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Maintained a clean, safe, and organized work environment by adhering to hygiene standards and restaurant policies.
- Successfully resolved customer complaints, ensuring repeat business and positive dining experiences.
- Contributed to increased sales with upselling techniques, effective menu presentation, and knowledge of specials.
Restaurant Front of House Manager
Napa Wood-fired Pizza
04.2011 - 12.2013
- Mentored new team members on restaurant policies, procedures, and best practices to ensure consistent guest experiences across shifts.
- Collaborated with back of house management to ensure seamless communication between kitchen and service staff for optimal dining experiences.
- Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
- Provided exceptional customer service by anticipating guest's needs from arrival through departure.
- Conducted regular evaluations of staff performance, providing constructive feedback and opportunities for growth within the organization.
- Maintained a clean, welcoming environment by overseeing daily cleaning tasks and ensuring adherence to health codes.
- Resolved conflicts among team members diplomatically while maintaining a positive work atmosphere conducive to collaboration.
- Conducted regular staff meetings to provide updates, address concerns, and maintain open lines of communication among team members.
Bartender/Manager
Beale St. Cafe
05.2003 - 03.2010
- Fostered strong relationships with regular patrons through personalized service that encouraged repeat business.
- Maintained high standards of cleanliness and safety, ensuring compliance with local health regulations.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
- Managed staff scheduling to optimize coverage during peak hours and minimize labor expenses.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Created new recipes, outlined steps, and training staff on correct preparation.
Education
High School Diploma -
Gates-Chili High School
Rochester, NY06-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Product knowledge
- Training and mentoring
- Health and safety regulations
- Team leadership
- Efficiency improvement
- POS system operation
Timeline
Customer Service Representative
Vail Insurance Agency
06.2024 - Current
Sous Chef
The Peppered Pig
06.2023 - 06.2024
Line Cook/Supervisor of Operations
Genesee Brew House
03.2022 - 06.2023
Server/Supervisor
Flaherty's Three Flags Inn
05.2012 - 03.2022
Restaurant Front of House Manager
Napa Wood-fired Pizza
04.2011 - 12.2013
Bartender/Manager
Beale St. Cafe
05.2003 - 03.2010
High School Diploma -
Gates-Chili High School
Similar Profiles
Tina ReedTina Reed
Licensed Insurance Producer/CSR at FARMERS INSURANCE AGENCY/NAZE PERRY INSURANCE AGENCYLicensed Insurance Producer/CSR at FARMERS INSURANCE AGENCY/NAZE PERRY INSURANCE AGENCY
Anne Marie HuffAnne Marie Huff
Client Outreach/Appointment Setter/Telemarketer at Acrisure Insurance Agency/Bender Insurance AgencyClient Outreach/Appointment Setter/Telemarketer at Acrisure Insurance Agency/Bender Insurance Agency
Dawn LongoDawn Longo
Commercial Account Executive at Risman Insurance Agency/Hurley Insurance AgencyCommercial Account Executive at Risman Insurance Agency/Hurley Insurance Agency
EMILY BEMISEMILY BEMIS
Research and Policy Analyst at The Children's AgendaResearch and Policy Analyst at The Children's Agenda
ELIZA MARIA PEDROZAELIZA MARIA PEDROZA
Senior Account Representative at U of RSenior Account Representative at U of R