Hi, I’m
Jacquelyn DeJoy
Glendale,AZ
The cave you fear to enter contains the treasure you seek.
Joseph Campbell
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
years of professional experience
Work History
Texas Roadhouse RestaurantGlendale, AZ
Waitress
01.2015 - 10.2015
Job overview
- Greeted customers, answered questions and recommended specials to increase profits.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Presented food and beverages to guests at tables.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- 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.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Presented menus to patrons to answer questions about menu items and make recommendations.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Served food and beverages to patrons and confirmed complete orders.
Central Arizona Homeless Shelter Phoenix , AZ
Lead Customer Service Representative
10.2014 - 01.2015
Job overview
- Trained new employees on company customer service policies and service level standards.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Directed inbound calls in phone queues to improve call flow.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Referred unresolved customer grievances to designated departments for further investigation.
- Mentored junior team members and managed employee relationships.
Central Arizona Homeless Shelter Phoenix , AZ
Customer Service Staff Member
03.2013 - 10.2014
Job overview
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Mentored new employees on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
Lonestar Steakhouse Phoenix , AZ
Waitress/Trainer Assistant
06.2010 - 10.2014
Job overview
- Worked closely with lead trainers and recruiting department to choose qualified applicants for positions.
- Accompanied trainees to training site to prepare for classroom training, handing out materials per lead trainer.
- Assisted with updating training materials to digital mobile platforms, reflecting technology advances.
- Greeted customers, answered questions and recommended specials to increase profits.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Presented food and beverages to guests at tables.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- 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.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Presented menus to patrons to answer questions about menu items and make recommendations.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Prepared salads, appetizers and garnishes to assist kitchen staff.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Served food and beverages to patrons and confirmed complete orders.
- Trained new employees to perform duties.
- Presented menus and answered questions regarding items.
- Stocked service areas with supplies during slow periods.
- Explained menu items, describing ingredients and cooking methods upon request.
- Informed customers of daily specials and signature menu items.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Filled condiments and napkin containers during slack periods.
Education
Maricopa Community Colleges - Scottsdale Community CollegeScottsdale, AZ
Some College (No Degree) from Nursing
Skills
- Point of Sale (POS) System Operations
- High-Volume Dining
- Menu Memorization
- Covid Symptom Screening
- Credit Card Payment Processing
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Customer Account Management
- Call Documentation
- Transaction Processing
- Data Entry
- Customer Service
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Understanding Customer Needs
- De-escalation Techniques
- Order and Refund Processing
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Retail Sales Customer Service
- Adaptive Team Player
- High-Energy Attitude
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Waitress
Texas Roadhouse Restaurant
01.2015 - 10.2015
Lead Customer Service Representative
Central Arizona Homeless Shelter
10.2014 - 01.2015
Customer Service Staff Member
Central Arizona Homeless Shelter
03.2013 - 10.2014
Waitress/Trainer Assistant
Lonestar Steakhouse
06.2010 - 10.2014
Maricopa Community Colleges - Scottsdale Community College
Some College (No Degree) from Nursing
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