Overview
Work History
Education
Skills
Timeline
Generic

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, OH
05-1999

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

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Lauren Merten