Helen Marie Welker
Phoenix,AZ
Summary
Successful Customer Service Processional with 16 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
15
15
years of professional experience
Work History
Bar Manager, Lead Bartender
Rosita's Fine Mexican Food
2009.01 - 2023.07
- Coordinated and put together parties and events.
- Provided customers with friendly, fast, and knowledgeable service, paying attention to small details of each customer's needs to exceed their expectations.
- Frequently assisted coworkers during peak periods to promote teamwork
- Trained cashiers, servers and bartenders in closing/opening, company procedures, and menu items.
- Acted as Sales Representative for restaurant, selling add-ons and extras to consistently achieve one of the highest per-ticket and per-night sales averages.
- Received weekly positive feedback from customers on comment cards and built a loyal clientele of regulars.
- Updated and logged liquor inventory multiple times a week.
- Closed out cash register and prepared cashier report at close of business.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Consulted with managers to organize special events and promotions.
- Improved customer service rankings by resolving issues quickly and accurately.
- Followed strict recipes and drink measurements to minimize product used.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Purchased alcohol and cultivated strong vendor relationships.
- Implemented effective inventory control systems to reduce stock spoilage and waste.
Front of House Staff
Green New American Vegetarian
2019.08 - 2022.09
- Established welcoming atmosphere by greeting each guest warmly.
- Took and filled guest food and beverage orders in a timely and courteous manner, in person and over the phone.
- Operated cash register and credit card machine in guest payment processing.
- Informed guests of daily specials and answered queries regarding food ingredients, allergies, and preparation times.
- Prepared hand-mixed soft serve, alcoholic, and non-alcoholic beverages quickly and accurately.
- Maintained a clean and neat workspace at all times and assisted co-workers with completion of daily side work and sanitation, while incorporating safe work practices.
- Effectively dealt with multiple customers and communicated customer requests or concerns to other associates and managers on duty when necessary.
- Handled customer complaints independently by using a sincere and personable approach while always showing strong customer service skills.
- Worked as a team player with BOH and FOH teams to ensure all plates were prepared and plated correctly before efficiently bringing food out to tables or packaging as to-go.
- Received high scores in all categories at six month management check-in, including sense of urgency, communication, and ability to multitask.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
Customer Service Advocate
Freedom Financial Network
2019.01 - 2019.04
- Handled 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer satisfaction and retention.
- Performed variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records and created reports.
- Assisted clients with navigation of website and troubleshot login issues.
- Analyzed credit reports and customer contracts to ensure correct information was entered upon initial enrollment, as well as checking for other account enrollment opportunities.
- Set up and changed draft schedules along with banking information as needed by clients.
- Enrolled and removed accounts as necessary.
- Collaborated with many different departments such as Sales, Underwriting, Negotiations and The Law Group to rectify and prevent a variety of issues.
- Was awarded “Best in Class” for scheduled adherence.
- Was recognized as advocate that most exemplified the company value of ‘care.'
- Maintained high GPA of ‘A' rating on scorecard, which was calculated by scores received in categories of adherence, use of 10 utterances, customer post-call survey, and low repeat caller rate.
- Helped a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Arts - Sustainability With Urban Dynamics Focus
Arizona State University
Tempe, AZ05.2013
Skills
- Proficient in
- Microsoft Office Suite
- Coordinates tasks and manages events and projects effectively
- Excels in working with and teaching others in teams
- Experience navigating Salesforce and utilizing Interaction Desktop and phone systems.
- Alcohol Ordering
- Suggestive Selling
- Ordering Bar Supplies
- Anticipating Guest Needs
- Patron Rapport
- Responsible Alcohol Service
Timeline
Front of House Staff
Green New American Vegetarian
2019.08 - 2022.09
Customer Service Advocate
Freedom Financial Network
2019.01 - 2019.04
Bar Manager, Lead Bartender
Rosita's Fine Mexican Food
2009.01 - 2023.07
Bachelor of Arts - Sustainability With Urban Dynamics Focus
Arizona State University
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