Kayla Hillman
Port Charlotte
Summary
Responsive and resilient team player with adaptable and resourceful mindset. Strong administrative and organizational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Customer Care Specialist
First Watch Restaurants Inc.
09.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Responded to customer inquiries via phone, email and web-based platforms (Zendesk, Review Platforms: SOCi, Review Push, Social Media Platforms).
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Managed processing refunds for Online Ordering and in restaurant experiences.
- Directed customers to appropriate departments for additional support.
- Provided additional administrative support to staff members by assisting receptionist with daily responsibilities when needed.
- Responsible for the training of oncoming interns and new hires.
Server- Black Apron (Trainer)
First Watch Restaurants Inc.
06.2018 - 09.2023
- Company Overview: Black Apron: consistently strives to go above and beyond working shoulder to shoulder with the team and customers
- Welcomes and trains new employees with the day-to-day operations
- Handling customer concerns with care and urgency
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Serve Safe Certified
Server/ Server Trainer
IHOP
09.2015 - 09.2018
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner
- Assisted guests with making menu choices in an informative and helpful fashion
- Actively complied with all health department regulations and rectified issues immediately
Deli and Service Deli Sales Associate/ Trainer
WEIS MARKETS
06.2012 - 11.2015
- Provided high quality service by suggesting additional items and offered samples of weekly promotional items to increase store sales
- Shared product samples and knowledge, answered questions and suggested products with customers while making personal recommendations
Education
Associates of Arts -
Carroll Community College
Skills
- Maintained Leadership Position
- Data Entry
- Proficient with Microsoft Office
- Proficient with email correspondence
- Operates Multiline Phone System
- Phone etiquette
- Customer Service Excellence
- Social Media Management
Internship
Customer Care Intern, First Watch Restaurants Inc.
Bradenton, FL | June 2023 - September 2023
- Assisting Customer Care Team with daily tasks
- Zendesk knowledge replying to Sun eClub, Restaurant Experiences, Gift Cards or other customer matters through contact us
- Helping customers with Sun eClub memberships with Sendgrid
- Assessing and replying to reviews through Review Push
- Assisting customers with Gift Card concerns
Timeline
Customer Care Specialist
First Watch Restaurants Inc.
09.2023 - Current
Server- Black Apron (Trainer)
First Watch Restaurants Inc.
06.2018 - 09.2023
Server/ Server Trainer
IHOP
09.2015 - 09.2018
Deli and Service Deli Sales Associate/ Trainer
WEIS MARKETS
06.2012 - 11.2015
Associates of Arts -
Carroll Community College
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