Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Katherine Webb

Fort Lupton,CO

Summary

Dynamic leader with proven expertise in customer engagement and team management, honed at Southwest Airlines and Scott’s Seafood Restaurant. Excelled in developing training programs and strategies that enhanced service standards, resulting in increased customer loyalty and revenue growth. Skilled in staff management and inventory control, demonstrating a passion for customer satisfaction and operational excellence. Food service professional adept at FOH and BOH operations. Demonstrated team leader with excellent staff management skills.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Agent

Southwest Airlines, SWA
09.2019 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Trained new hires, sharing best practices for effective customer service delivery.
  • Implemented and developed customer service training processes.

Server Trainer

Scott’s Seafood Restaurant
04.2014 - 03.2020
  • Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
  • Trained new team members on restaurant procedures, menu items, and performance strategies.
  • Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
  • Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
  • Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
  • Instructed servers on proper techniques for taking orders, serving food and providing customer service.
  • Coached servers on proper food handling techniques to maintain compliance with health department regulations and uphold food safety standards.
  • Taught servers to memorize menu ingredients and provide information on preparation methods.
  • Implemented upselling techniques, boosting overall revenue for the restaurant.
  • Provided feedback and guidance to help servers develop industry skills and knowledge.
  • Developed and implemented comprehensive training program for new servers.
  • Conducted monthly meetings with servers to review procedures and improve service.
  • Organized server schedules, reducing labor costs without sacrificing quality of service.

Education

No Degree - Southwest Airlines

SWA-U
Dallas
10.2019

No Degree - Liberal Arts And Sciences

McNeese State University
05.1994

Skills

  • Team Management
  • Inventory control and record keeping
  • Customer Engagement
  • Staff Management
  • Passion for customer satisfaction
  • Customer-Oriented
  • Organization and prioritization
  • Food Service Background
  • Menu development
  • Supervisory skills

Certification

SWA-U, Southwest Airlines University Program

ServSafe Food Handling Certification 1998-2000, 2014-2020

Rodney Strong Wine Connoisseur Certification

Kunde Winery Connoisseur Class 2014-2020

Josh Vineyards Wine Connoisseur Class 2014-2020

Robert Mondavi Wine Connoisseur Class 2014-2020


Additional Information

With over 35 years in the service sector, I have been fortunate in that I've been able to work under some of the finest in the industry.

During my time at Scott's Seafood Restaurant, I learned the art of fine dining and was named Employee of the Month on more than one occasion and also Sales Woman of the Month with our Wine Vendors several times.

In 2009-2010, I was with the Casa Marina Resort and Spa in Key West as a Front Desk Supervisor, where I was awarded Employee of the Month twice.

As a fresh out of college woman in the mid 1990's, I managed the 99 Restaurant in Plattsburgh, NY for several years and was able to contribute to the FOH Training Manual for the entire restaurant chain.

From 1996-2008, I lived in Montreal, Quebec and have always felt that by doing so, I gained a broader view of the French Culture and their refinements.

Timeline

Customer Service Agent

Southwest Airlines, SWA
09.2019 - Current

Server Trainer

Scott’s Seafood Restaurant
04.2014 - 03.2020

No Degree - Southwest Airlines

SWA-U

No Degree - Liberal Arts And Sciences

McNeese State University

Similar Profiles

CREATE PROFILE
Katherine Webb