Joanna Sparks
Customer Experience Manager
Summerville,SC
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Able to work unsupervised and create a trusting relationship that shows my work ethic, efficiency and time management skills. Versatile Customer Experience Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
Battle Bars
Chicago, IL
07.2023 - Current
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Monitored customer service performance metrics and created reports for senior management review.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Bar Manager
CODfather Proper Fish and Chips
Summerville, SC
07.2021 - Current
- Maintain bar inventory
- Establish relationships with vendors, sales reps and local breweries to always stay current and cater to guests wants and needs
- Train and communicate with fellow bartenders new inventory, recipes and expectations of service
- Plan and execute business/celebration events from start to finish and ensure the guest receives top notch service
- Building relationships with regular customers so they feel welcomed from the moment they walk in the door till they leave happily
- Coordinate with the owner on all training, promotions, events, and staff building.
Bar/ Server trainer
Delaware North
Charleston, SC
08.2016 - 03.2020
- Supported servers in learning and memorizing menu items and preparation methods
- Trained new servers in memorization methods and accurate recording of food and beverage orders
- Developed and maintained personnel training documentation, materials, and learning resources
- Encouraged and motivated new servers to consistently deliver an exceptional dining experience
- Coordinated with managers and supervisors to enforce the highest standard of service.
Supervisor
Wild Dunes Resort
Isle of the Palms, SC
08.2015 - 08.2016
- Led a large team in providing excellent customer service for guests expecting the best on their vacations
- Inventory control by placing/ receiving orders to ensure guests have everything they need at their disposal
- Executing daily amenities to VIP guests
- Receiving order, gathering all items, creating a visually pleasing presentation for delivery to the guest's room
- Operating barista/ deli area
- Fulfilling coffee, sandwich and breakfast orders in a timely manner
- Supervising team members and providing constant support.
Private Investigator
Mid Atlantic Investigators
Westminster, MD
01.2005 - 05.2015
- Interviewed individuals with information about domestic/ criminal investigations to build a comprehensive picture of events
- Built a detailed report outlining investigation actions, evidence, and findings
- Cross-collaborated with internal and external professionals to conduct thorough investigations
- Investigated reported infidelity, child abuse, wrongful death and insurance fraud events to assess validity of allegations
- Searched through scenes, files, and digital records to identify and follow relevant evidence
- Used search and warrants to obtain evidence and locate suspects
- Planned and carried out undercover work to assess different locations and potential suspects.
Education
Certified Medical Billing and Coding -
Centura College
05.2017
Skills
- Dependable service industry expert equipped for a fast-paced work environment Able to adapt to daily changing needs Serves customers effectively with attention to detail and hard working approach Seeks opportunities to go beyond basics, improve processes, and increase customer satisfaction 20 years of dedication to customer service, guest experiences and being a team player to help the whole team be set up for success Creates long lasting rapport with the guests to make them always comfortable and enthusiastic about their experience Punctual, trustworthy and motivated Strong background in many aspects of customer service from retail, restaurant and office environments
- Customer Empathy
- Proficient in Tidio, Excel, Microsoft
- Relationship Building
- Adaptability
- Professionalism
- Decision-Making
- Teamwork and Collaboration
- Computer Proficiency
- Organizational Skills
- Excellent Communication
- Time management abilities
Personal Information
Title: Hospitality Expert
Awards
- Steady promotions from server to trainer, to bartender and finally management.
- Employee of the month multiple times.
- Many positive reviews via Yelp, Google, Trip Advisor etc.
Accomplishments
- Many compliments on my customer service skills and making customers feel heard and understood.
- Improved customer subscriptions, new customer counts and implemented Customer Service protocol.
- Team Player. Willingness to go above and beyond!
References
References available upon request.
Timeline
Customer Experience Manager
Battle Bars
07.2023 - Current
Bar Manager
CODfather Proper Fish and Chips
07.2021 - Current
Bar/ Server trainer
Delaware North
08.2016 - 03.2020
Supervisor
Wild Dunes Resort
08.2015 - 08.2016
Private Investigator
Mid Atlantic Investigators
01.2005 - 05.2015
Certified Medical Billing and Coding -
Centura College
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