Kenyatta Hoffman
Fredericksburg,VA
Summary
Creative and skilled Hairdresser with experience in providing modern, stylish, and classic haircuts and color services. Possess strong ability to understand client needs and deliver results that enhance natural beauty. Known for maintaining salon cleanliness and contributing positively to workplace atmosphere. Successfully increased client retention through excellent service and effective communication skills. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
9
9
years of professional experience
Work History
Professional Hairstylist
Parish Blue Hair Salon
Woodbridge, VA
01.2021 - Current
- Recommended hair styles to compliment clients' facial features and coloring.
- Offered clients catalog showcasing hairstyle, cut and color options to meet individual preferences.
- Cultivated strong value-added relationships with customers by delivering accurate service and product knowledge to drive earnings.
- Operated cash registers to receive payments from patrons.
- Stayed current on product knowledge by reading manufacturer's directions before use.
- Pursued continuing education and training to stay up to date with new trends and techniques.
- Developed new styles and techniques.
- Created custom looks for special occasions such as weddings or proms.
- Operated cash register accurately to process payments from customers.
- Set up workstation and treatment room with products, equipment, and supplies to facilitate services .
- Designed and recommended home hair care regimens and treatments to meet individual customer needs.
- Sanitized workstations and salon equipment to reduce risk of infection.
- Followed trends in hairstyling techniques to increase customer satisfaction and attract new demographics.
- Attended trade shows or conventions related to hairstyling industry updates.
- Assisted other stylists with blow-drying, shampooing or other tasks when needed.
- Maintained a clean and sanitary work station.
- Cut, trimmed and shaped hair or hairpieces using clippers and scissors.
- Responded to customer inquiries by phone, email, and in person.
- Followed state laws regarding sanitation practices in the workplace.
- Inspected equipment routinely to ensure it was working properly.
- Recommended hair care regimens based on individual needs of each client.
- Adhered to safety protocols while using sharp tools like shears or razors.
- Provided hair services such as cutting, styling, coloring, and highlighting.
- Trained new employees on proper salon procedures and safety regulations.
- Updated and maintained customer information records and beauty services provided.
- Pre-booked future appointments to increase repeat business.
- Employed styling techniques and hair product routines specifically tailored to Afro-textured hair.
- Sold conditioner, shampoo, hair treatment, and styling products to educate clients on proper hair care.
- Supervised front-end of salon, booked appointments, inventoried sales area and coordinated employee schedules to maximize operations.
- Followed updated techniques to color and treat hair and produce consistent results.
- Organized supplies including towels, scissors, combs, brushes, dyes.
- Suggested professional haircare products for clients to use at home.
- Selected hair colors, products, and services based on customer preference and individually designed hair care plan.
- Trained or supervised other hairstylists, hairdressers and assistants.
Housekeeping and Laundry Attendant
Ocean breeze beach vacations
Little River, SC
04.2017 - 10.2022
- Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Waxed and polished wood furnishings to restore faded appearance.
- Monitored cleanliness of lobby, swimming pool and other common areas.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Delivered requested items such as additional pillows or blankets promptly to guests.
- Checked inventory for required supplies and made lists for needed cleaning products.
- Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Followed established cleaning protocol and reduced per-room labor time while maintaining hotel quality standards.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Attended to guest rooms by sweeping, mopping, and vacuuming.
- Reported any maintenance issues to the manager immediately for resolution.
- Removed trash, recycling and linens from rooms to transport to designated areas.
- Greeted guests upon arrival to provide them with a pleasant welcome experience.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Washed and polished glass windows and doors to keep entryways clear and professional.
- Organized supplies for use based on expected customer needs.
- Reported damage or theft of hotel property to management.
- Communicated with maintenance team on damages to repair.
- Swept and damp-mopped private stairways and hallways.
- Sorted and counted linens and organized in storage areas.
- Coached new housekeeping personnel by demonstrating approved cleaning procedures.
- Polished and sanitized floors, counters, bathtubs and window sills.
- Checked bathrooms, restocking towels, rugs and toiletries before guest check-in.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Transported cart with cleaning supplies, amenities and linens to assigned guest rooms.
- Responded to guest requests for extra towels, blankets or other items.
- Organized storage areas for efficient use of space.
- Maintained clean floors throughout property by sweeping, scrubbing and waxing.
- Assisted guests with their laundry needs by providing instructions and assistance in using the laundry machines.
- Sanitized surfaces throughout the facility including countertops, door handles.
- Maintained an organized supply closet ensuring that all materials were labeled correctly.
Server
Applebee's Grill + Bar
Stafford, VA
04.2022 - 06.2022
- Brought wine selections to tables with appropriate glasses and poured for customers.
- Took orders from customers accurately and in a timely manner.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Prepared checks, itemizing total meal costs and taxes.
- Filled condiments and napkin containers during slack periods.
- Assisted in training new servers.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Informed customers of daily specials and signature menu items.
- Greeted customers, answered questions and recommended specials to increase profits.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Prepared drinks according to standard recipes.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
Call Center Representative
Blue Cross and Blue Shield
Charlotte, NC
01.2016 - 01.2018
- Maintained strong call control and quickly worked through scripts to address problems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Supported sales team members to drive growth and development.
- Took special orders in person and over telephone, generating additional revenue every month.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Identified opportunities to upsell additional products or services when appropriate.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Prevented key account losses by researching discrepancies and correcting problems.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Surpassed sales goals through implementation of successful marketing strategies.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Strengthened customer retention by offering discount options.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Updated customer accounts, addresses and contact information within call management databases.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Maintained accurate records of customer interactions for future reference.
- Updated system with order specifics and customer details, preferences, and billing information.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Collected deposits or payments and arranged for billing.
- Performed outbound calling campaigns to promote new products or services.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Updated databases with new and modified customer data.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Education
High School Diploma -
Loris High School
Loris, SC05-2016
Some College (No Degree) - Business Management
Germanna Community College
Locust Dale, VASkills
- Employee training
- Appointment scheduling
- Communication skills
- Customer buying trends
- Multitasking capacity
- Highly motivated self-starter
- Active listening
- Multitasking
- Problem-solving
- Team building
- Cosmetology
- Staff management
- Adaptability
- Teamwork and collaboration
- Excellent communication
- Customer consultation
- Creativity and originality
- Conflict resolution
- Call management
- Sales support
- Product knowledge
- Data entry
- Customer retention
- Team collaboration
- Upselling techniques
- Conflict de-escalation
- Effective communication
- Problem solving
- Record keeping
- Trained in Salesforce
- Multi-line phone systems
- Merchandise orders and exchanges
- Call documentation skills
- Proficient in [google docs]
- Report generation
- Remote office availability
- Route management
- Data entry accuracy
- Business development
- Customer service excellence
- Call metrics
- Technical proficiency
- Inbound and outbound calling
- Sales expertise
- Schedule mastery
- Resolving issues
- Call controlling
- Analytical skills
- Inbound phone calls
- Telemarketing
- Teamwork skills
- Billing procedures
- Computer skills
- Communicating with clients
- Professionalism
- Report creation
- Quality control
- Needs assessment
- Sales transactions
- Customer needs assessments
- Inquiry response
- Self motivation
- Quality assurance optimization
- Customer relationship management (CRM)
- Office equipment proficiency
- Written communication
- Database research
- Product education
- Document and records management
- System implementation
- Multi-line phone talent
Timeline
Server
Applebee's Grill + Bar
04.2022 - 06.2022
Professional Hairstylist
Parish Blue Hair Salon
01.2021 - Current
Housekeeping and Laundry Attendant
Ocean breeze beach vacations
04.2017 - 10.2022
Call Center Representative
Blue Cross and Blue Shield
01.2016 - 01.2018
High School Diploma -
Loris High School
Some College (No Degree) - Business Management
Germanna Community College
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