Lana Mote
Publix Supermarkets Store
DALLAS,GA
5
years of professional experience
Dynamic Customer Service Team Leader recognized for delivering exceptional experiences and resolving complex issues. Proven track record in team management, effective communication, and conflict resolution.
Work History
Customer Service Team Leader
5 Years 2 Months- Led customer service team in delivering exceptional shopping experiences and resolving complex issues.
- Trained and mentored new staff on customer service protocols and company policies.
- Implemented process improvements to enhance operational efficiency and service quality.
- Coordinated schedules to ensure adequate staffing during peak hours, optimizing team performance.
- Monitored daily operations to ensure compliance with company standards and best practices.
- Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Led by example through consistently maintaining excellent performance standards.
- Ran payroll weekly for entire store
Host/To-Go Server
10 Months- Greeted and seated guests promptly, ensuring a welcoming atmosphere.
- Managed waitlists efficiently, optimizing table turnover rates.
- Communicated effectively with kitchen and serving staff to streamline service flow.
- Trained new hosts on operational procedures and customer service best practices.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.
- Monitored inventory levels of to-go supplies, reducing waste through effective stock management.
- Managed multiple orders simultaneously while maintaining attention to detail, ensuring proper packaging and presentation for each item.
- Demonstrated excellent communication skills when interfacing with customers over the phone or in-person, resulting in positive feedback and repeat business.
- Trained new employees on best practices for To-Go Server responsibilities, fostering team efficiency and consistency in service quality.
- Enhanced customer satisfaction by providing efficient and accurate order processing.
- Coordinated effectively with kitchen staff to prioritize urgent orders, improving overall service speed.
Education
High School Diploma
Skills
Customer service excellence
Complaint resolution
Team management
Teamwork and collaboration
Problem-solving abilities
Multitasking
Adaptability and flexibility
Effective communication
Administrative support
Organization and recordkeeping
Retail store support
Reliability
Conflict resolution
Timeline
Host/To-Go Server
Texas Roadhouse
12.2021 - 10.2022Read More
Customer Service Team Leader
Publix Supermarkets Store
06.2021 - CurrentRead More
Brookwood High School
High School Diploma
Read More