Kelvin Williams
Hanover,MD
Summary
. Approachable Senior Customer Service Associate with 6 years of experience facilitating positive customer experiences in retail settings. Helpful problem-solver with flexibility in stressful situations. Accessible supervisor coaching employees through complex administrative processes. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Associate
Wawa
10.2019 - Current
- Stock and refill products within the interior and exterior core register area, cold express cases, bakery, and grocery aisles
- Prepare all made-to-order food and/or beverages according to recipe or customer specifications
- Ensure safe working conditions by maintaining a clean, organized work area in accordance to standards
- Complete other tasks as assigned by store management.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Assisted customers with product selection, troubleshooting and problem resolution.
FOOD RUNNER/BUSER/Server Shift Leader
Glory Days Bar And Grill
11.2018 - 01.2021
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Cultivated warm relationships with regular customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Bussed and reset tables to keep dining room and work areas clean.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns.
Intern Trainee
• MISSION BARBAQ
06.2018 - 08.2018
- Cleaned kitchen counters, refrigerators, and freezers.
- Checked expiration dates, rotated food and removed any items that were no longer usable.
- Read through recipes and set up ingredients for [Type] chef.
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Followed strict standards for food handling and safety, minimizing risks to customers.
- Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
Education
No Degree - Culinary Arts
Anne Arundel Community College
Arnold, MD05.2025
High School Diploma -
Phoenix Academy
Annapolis, MD05.2019
Skills
- Cash Handling
- Articulate Communication
- Company Branding
- Customer Support
- Training and Development
- Examination Scheduling
- Customer Complaint Management
- Providing Feedback
Timeline
Senior Customer Service Associate
Wawa
10.2019 - Current
FOOD RUNNER/BUSER/Server Shift Leader
Glory Days Bar And Grill
11.2018 - 01.2021
Intern Trainee
• MISSION BARBAQ
06.2018 - 08.2018
No Degree - Culinary Arts
Anne Arundel Community College
High School Diploma -
Phoenix Academy
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