Lamesha Smothers
Danville,KY
Summary
Oversaw daily operations at a daycare, contributing over 5 years of experience in caregiving. ,Led customer service initiatives as a call agent, handling both inbound and outbound calls. ,Coordinated appointment scheduling for military service members, enhancing organizational workflows. ,Seeking flexible remote employment to accommodate family responsibilities as a single parent of three.
Overview
5
5
years of professional experience
Work History
Daycare Teacher
Abc123 Nest Daycare
Harrodsburg, KY
01.2025 - Current
Server
Cheddars Stratch Kitchen
Danville, KY
10.2023 - 11.2024
- Delivered exceptional customer service in fast-paced environment, ensuring guest satisfaction and repeat business.
- Managed food and beverage orders accurately, minimizing wait times and enhancing dining experience.
- Collaborated with kitchen staff to ensure timely meal preparation and efficient service flow.
- Trained new servers on menu items, service protocols, and customer engagement techniques.
- Resolved customer complaints promptly, demonstrating strong problem-solving skills and maintaining positive guest relations.
- Implemented suggestions for improving workflow efficiency, contributing to smoother operations during peak hours.
- Assisted in inventory management by tracking stock levels and reporting shortages to management promptly.
- Enhanced team performance through effective communication and coordination with front-of-house staff during busy shifts.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Bussed and reset tables to keep dining room and work areas clean.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Inbound Call Agent
Senture
London, KY
05.2021 - 09.2023
- Managed high-volume inbound calls, ensuring prompt and accurate responses to customer inquiries.
- Utilized CRM software to document customer interactions and track issue resolutions effectively.
- Collaborated with team members to address complex customer concerns, enhancing overall service quality.
- Streamlined call handling processes, improving response times and customer satisfaction ratings.
- Provided training and support to new agents, fostering a collaborative learning environment.
- Analyzed call metrics to identify trends and implement strategies for performance improvement.
- Conducted quality assurance reviews on calls, ensuring adherence to company standards and policies.
- Developed FAQs and knowledge base articles to assist agents in resolving common customer issues efficiently.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Utilized CRM software to document customer interactions and update account information accurately.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assisted customers with product information, ensuring accurate understanding of features and benefits.
- Maintained a consistently high first-call resolution rate, showcasing exceptional problem-solving abilities.
- Streamlined call handling process for improved efficiency and reduced wait times.
- Exceeded average handle time metrics without compromising service quality or customer satisfaction levels.
- Adhered to strict confidentiality guidelines when handling sensitive customer data and financial information.
- Participated in ongoing training opportunities to stay up-to-date on industry trends and best practices.
- Worked closely with supervisors to identify areas of improvement within the call center operations for enhanced efficiency and effectiveness.
- Collaborated with team members to achieve monthly performance targets and deliver outstanding service.
- Navigated multiple computer systems simultaneously while assisting customers, demonstrating strong multitasking skills.
- Supported fellow agents by sharing knowledge and offering assistance during peak call periods or challenging situations.
- Managed high call volume effectively, maintaining professional communication throughout each interaction.
- Conducted thorough research to provide accurate assistance with complex inquiries or escalated issues.
- Implemented upselling techniques during calls, resulting in increased sales revenue for the company.
- Established rapport with callers, fostering long-term relationships and repeat business for the organization.
- Developed strong product knowledge through continuous learning efforts, enabling me to confidently address customer inquiries and concerns.
- Contributed ideas during team meetings aimed at improving overall departmental performance and employee morale.
- Delivered a personalized experience for each caller by actively listening to their needs and adapting my approach accordingly.
- Educated customers on product and service benefits, explaining features and answering questions.
- Utilized sales techniques to build customer interest and close sales.
- Overcame objections using friendly, persuasive strategies.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Made average of Number outbound and inbound calls per day.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Developed extensive knowledge of products and services to better assist customers.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
Education
GED -
Thornhill Education
Frankfort, KY01.2012
Skills
Time management
Child safety
Cleaning and sanitation
Lesson planning
Strong work ethic
Health and safety
Customer service
Problem-solving
Active listener
CPR and first aid
Loves children
Friendly and likeable
Emotionally supportive
Approachable
Child care
Infant, toddler, and preschool curricula
Parent-teacher communication
First aid training
Positive reinforcement
Infant care
Decision-making
Classroom management
Social development activities
Classroom organization
Play-based learning
Parent communication
Social skills development
Activity planning
Positive role model
Emergency procedures
Classroom instruction
Curriculum planning
Behavior modeling
Parental communication
Child development
Special-needs childcare
Conflict resolution
Efficient under pressure
Strong computer skills
Safety monitoring
Gentle discipline
Language skills
Age-appropriate activities
Arts, crafts, and games
FLUENT IN LANGUAGE
Housekeeping
Nutrition
Cultural sensitivity
Child development expertise
Licensed childcare provider
Interactive lesson plans
Personal care activities
Behavior management techniques
Interpersonal and written communication
Excel proficiency
Training in food handling preparation
Meal preparation
Curriculum development
Early childhood education
Schedule creation and maintenance
Professional babysitter
Accurate record keeping
Culinary aptitude
Bilingual in language
Supply management
Child nutrition
Recreational activities
Billing
Curriculum implementation
Literacy development
Timeline
Daycare Teacher
Abc123 Nest Daycare
01.2025 - Current
Server
Cheddars Stratch Kitchen
10.2023 - 11.2024
Inbound Call Agent
Senture
05.2021 - 09.2023
GED -
Thornhill Education