Kelcee Roberts
Steelton,PA
Summary
Reliable individual proudly offering over 10 years of customer service experience fostering repeat customers through consistent and professional service. My knowledge of services and proven multitasking abilities creates an inviting environment for both guests and staff. I am committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Assistant Bar Manager
Ok' Cafe
06.2021 - Current
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Assisted servers with specialty drinks orders by preparing on-demand items without delay.
- Capitalized on opportunities to advance operations and mixology knowledge, enhancing customer service with refined and current expertise.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Closed out cash register and prepared cashier report at close of business.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Improved customer service rankings by resolving issues quickly and accurately.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Developed unique events and special promotions to drive sales.
Assistant Front End Manager
Joe Mama's Kitchen and Catering
09.2021 - 05.2024
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Monitored cash drawers in checkout stations to verify adequate cash supply.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Provider Enrollment Representative
Novita's Solutions Inc.
05.2019 - 09.2021
- Investigated issues and created solutions for new customers.
- Maintained detailed and accurate records between multiple databases and programs.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Updated, entered, and reviewed customer data.
- Educated clients on insurance policies and procedures.
- Participated in team meetings to optimize outbound calling techniques.
Direct Support Professional
UCP of Central PA
08.2012 - 05.2019
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean, safe, and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Assisted disabled clients to support independence and well-being.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Transported clients to medical and dental appointments to provide support.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Monitored clients' overall health and well-being and noted significant changes.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
Education
Bachelor of Science - Undeclared
West Chester University of Pennsylvania
West Chester, PA05.2027
No Degree - Mixologist Certification
Capital Bartending School
Harrisburg, PA04.2016
High School Diploma -
Harrisburg High School
Harrisburg, PA06.2009
Skills
- Menu development
- Product presentation
- POS System Operation
- Ordering Supplies
- Training staff
- Scheduling Coordination
- Basic accounting
- Social Media Marketing
- Customer Relations
- Health and safety
- Regulatory Compliance
- Medicare and Medicaid knowledge
- Provider Relations
- Policy Interpretation
- Call center experience
- Data entry proficiency
- HIPAA Compliance
- Customer Service
- De-Escalation Techniques
Timeline
Assistant Front End Manager
Joe Mama's Kitchen and Catering
09.2021 - 05.2024
Assistant Bar Manager
Ok' Cafe
06.2021 - Current
Provider Enrollment Representative
Novita's Solutions Inc.
05.2019 - 09.2021
Direct Support Professional
UCP of Central PA
08.2012 - 05.2019
Bachelor of Science - Undeclared
West Chester University of Pennsylvania
No Degree - Mixologist Certification
Capital Bartending School
High School Diploma -
Harrisburg High School
Similar Profiles
Punyaphon SowihokPunyaphon Sowihok
Barista at Sasa cafe and Sage lounge cafeBarista at Sasa cafe and Sage lounge cafe
Ellie RyanEllie Ryan
Hospitality Team Member at Dreamer Cafe (formerly Master Jack Cafe)Hospitality Team Member at Dreamer Cafe (formerly Master Jack Cafe)
Phuc VuPhuc Vu
Cafe Staff Member at Terrace Cafe/Worcester CafeCafe Staff Member at Terrace Cafe/Worcester Cafe