Jennifer Gonce
BANDERA,Texas
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Brick's River Cafe
BANDERA, United States
03.2017 - 03.2022
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
Customer Service Representative
Waffel House
Amarillo, TX
06.2013 - 03.2014
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Greeted new customers, discussed specials and took drink orders.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Inspected dishes and utensils for cleanliness.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Stayed up-to-date on menu changes to help customers make food choices.
- Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
- Used cash registers and credit card machines to cash out customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Customer Service Representative
Toot N Totum
Amarillo, TX
05.2003 - 01.2004
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Bachelor of Arts - Business
University of Phoenix
Tempe, AZ08.2023
Associate of Arts - Business Management
San Antonio College
San Antonio, TX05.2020
Skills
- Employee scheduling
- Training
- Staff supervision
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Multitasking and Prioritization
- Time Management
- Microsoft Office Suite
- Patient and Empathetic
Timeline
Assistant Manager
Brick's River Cafe
03.2017 - 03.2022
Customer Service Representative
Waffel House
06.2013 - 03.2014
Customer Service Representative
Toot N Totum
05.2003 - 01.2004
Bachelor of Arts - Business
University of Phoenix
Associate of Arts - Business Management
San Antonio College