Lauren Merten
LOVELAND,OH
Overview
25
25
years of professional experience
Work History
BDC Manager
Mike Castrucci Chevrolet
Milford, OH
05.2022 - 08.2024
- Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
- Conducted follow-up calls with existing customers to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries via phone, email, and other communication channels.
- Resolved escalated customer issues promptly and professionally.
- Conducted multi-channel communication with customer via email, phone and website.
- Fielded calls with prompt and thorough knowledge, resolving issues and answering questions.
- Scheduled service appointments at customer convenience, building rapport and maintaining client relationships.
- Met pre-set guidelines for weekly appointments, shows, and outbound calls.
- Followed BDC scripts and guidelines for inbound and outbound calls.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
Bartender/Server
Shooters Sports Grill
Loveland, OH
03.2013 - 04.2022
- Greeted customers and provided excellent customer service.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Provided drink suggestions to customers based on their preferences.
- Processed payments accurately and efficiently with POS system.
- Assisted in setting up the bar for service shift.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Stocked ice bins and coolers as needed throughout shift.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Cleansed glasses with sanitizing solution after each use.
- Resolved customer complaints in a professional manner.
- Organized storeroom inventory of supplies such as cups, napkins, straws.
- Performed opening and closing duties including restocking supplies.
- Adhered to state regulations regarding serving alcohol responsibly.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Developed good working relationships with fellow employees through effective communication.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Trained new bartenders on drink preparation and upselling techniques.
- Completed regular bar inventories and daily requisition sheets.
- Balanced daily registers and generated sales reports for management.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Effectively multitasked within fast-paced environment.
Bartender/Server
Putters Tavern & Grill
Milford, OH
09.2006 - 02.2013
- Greeted customers and provided excellent customer service.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Processed payments accurately and efficiently with POS system.
- Assisted in setting up the bar for service shift.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Stocked ice bins and coolers as needed throughout shift.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Resolved customer complaints in a professional manner.
- Performed opening and closing duties including restocking supplies.
- Adhered to state regulations regarding serving alcohol responsibly.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Checked identification cards for proof of age prior to serving alcohol beverages.
Sales/Customer Service
Tape Products
Blue Ash, OH
10.1999 - 08.2006
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Education
High School Diploma -
Sycamore High School
Cincinnati, OH05-1999
Skills
- CRM Software
- Direct Sales
- Beverage Preparation
- Inventory
- Outgoing Personality
- Cash and credit transactions
- Customer Service
- Marketing and sales experience
- Customer service expertise
- Point of sale systems
- Organizational ability
- Appointment Scheduling
- Data Entry
- Inbound and Outbound Calling
- Data Collection
- Multi-Task Management
Timeline
BDC Manager
Mike Castrucci Chevrolet
05.2022 - 08.2024
Bartender/Server
Shooters Sports Grill
03.2013 - 04.2022
Bartender/Server
Putters Tavern & Grill
09.2006 - 02.2013
Sales/Customer Service
Tape Products
10.1999 - 08.2006
High School Diploma -
Sycamore High School