Kena Watson
Summary
Dynamic customer service professional with a proven track record of delivering exceptional support and fostering positive client relationships. Adept at leveraging strong communication and problem-solving skills to effectively address customer needs, ensuring satisfaction and loyalty. Committed to enhancing service quality and driving growth through innovative solutions in an established company. Dedicated to creating a positive experience for every customer interaction while supporting team objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Head Bartender
VJC Hospitality
03.2021 - Current
- Ensures smooth operation of bar services during the absence of a supervisor.
- Assists with orienting new employees to their work area.
- Participates in and/or contributes to programs, committees, or projects designed to improve the quality of service and employee productivity.
- Created signature beverages to increase revenue and patron loyalty.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
- Supervised bar operations, ensuring compliance with health and safety regulations.
- Developed innovative drink menus, enhancing guest experience and increasing repeat patronage.
- Managed inventory levels, forecasting needs based on seasonal trends and customer preferences.
- Trained over 10 new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Educated staff on responsible alcohol serving practices; created a safe and enjoyable atmosphere for guests while reducing liability risks.
- Supervised bar staff to ensure high-quality service and adherence to operational standards.
- Managed inventory levels, ordering supplies, and minimizing waste for cost efficiency.
Financial Service Representative
SouthState Bank
09.2018 - 01.2023
- Worked with and advised customers on opening accounts and performing transactions.
- Collected customer information and inputted data into the system, ensuring confidentiality at all times.
- Assist customers with taking out different types of loans, including personal, auto, home equity, etc.
- Met with new bank customers to explain all the services and features the bank had to offer.
- Place phone calls to current bank customers regarding account changes or suggested options.
- Exceeded projected quarterly goal by over 50% in most areas.
- Provided excellent customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Assistant Manager
Williams Food Group
05.2016 - 08.2019
- Coordinated daily Front and Back of the House restaurant operations.
- Delivered superior customer service and maximized customer satisfaction.
- Responded efficiently and accurately to customer complaints.
- Appraised staff performance and provided feedback to improve productivity.
- Ensured compliance with sanitation and safety regulations.
- Controlled operational costs and identified measures to cut waste.
- Created detailed weekly, monthly, and annual reports.
- Increased SMG scores by 28%.
- Anticipated and assessed staffing needs.
- Conducted New Hire Orientation.
- Promoted the brand in the local community through word of mouth and restaurant events.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
Early Childhood Education -
Atlanta Technical College
Atlanta, GA05.2016
High School -
Stamford High School
Stamford, CT06.2000
Skills
- Management and administrative expertise
- Policy enforcement expertise
- Customer outreach
- Detail-oriented data management
- Appointment coordination
- Efficient appointment management
- Proficient in call handling
- Administrative paperwork handling
- Account maintenance
- Comprehensive understanding of products
- Professional demeanor
- Proficient in Microsoft Office Suite
Certification
- Notary Public
- Certified Manager
Timeline
Head Bartender
VJC Hospitality
03.2021 - Current
Financial Service Representative
SouthState Bank
09.2018 - 01.2023
Assistant Manager
Williams Food Group
05.2016 - 08.2019
Early Childhood Education -
Atlanta Technical College
High School -
Stamford High School