Leah D. Walker
Onaway,MI
Summary
Cheerful and upbeat Client Service Specialist with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Experienced in stepping into roles and quickly making positive changes to drive company success.
Overview
20
20
years of professional experience
Work History
Client Service Specialist
OsborneKlein
Petoskey & Alpena, MI
11.2020 - 06.2024
- Warmly greeted incoming customers to provide immediate, friendly and knowledgeable support. Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Followed up with customers through calls and emails to proactively resolve complex customer queries and issues quickly and efficiently while maintaining a positive attitude throughout the process and maintain client satisfaction..
- Led scheduling appointments and maintaining calendars for two locations, overseeing five advisors' calendars. Efficiently scheduled and confirmed appointments based on advisor and client availability, ensuring seamless coordination.
- Provided administrative support to financial advisors by supporting the meetings, creating agendas,sitting in and taking detailed meeting notes,organizing files, setting up accounts,creating and distributing forms for signatures, completing money movements and preparing reports.
- Contributed to the successful and smooth onboarding process for over 380 clients within a team of 3 from August 2023 to April 2024.
- Managed and updated physical and digital client account information to keep records accurate and current. Verified accuracy of data entered into company systems updating records as needed.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Operated as mail handler processing and distributing to various areas across organization..
- Processed incoming checks and money orders for deposit into customer accounts.
- Created detailed reports for various departments within the organization regarding payment status and other relevant information.
Dining Room Manager
Country Club Of Boyne
Harbor Springs, MI
11.2018 - 07.2020
- Oversaw the organization and execution of special events including planning, set up, performance, and takedown.
- Contributed to the improvement of the workplace environment, leading to a 65% boost in team member satisfaction.
- Collaborated with team members to ensure efficient service delivery and maintained a strong presence on the dining room floor. Ensured efficient coordination of front of house staff for daily operations including opening, closing, and floor duties in the dining room.
- Served as a bridge between the head of the kitchen staff and the front of house team to keep them informed about menu changes, special requests, and cancellations.
- Arranged proper seating facilities to promote rules and regulations concerning safety, fire and health concerns.
- Monitored food quality and presentation to ensure adherence to company standards.
- Resolved customer complaints quickly and efficiently while maintaining excellent customer service standards.
- Trained new employees on customer service, safety protocols, and restaurant policies.
- Managed all aspects of payroll processing for dining room personnel.
Assistant Dining Room Manager
Boyne Highlands
Harbor Springs, MI
04.2018 - 10.2018
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Disciplined and motivated over 30 team members to achieve challenging objectives in fast-paced culinary environments.
Dining Room Supervisor
Country Club Of Boyne
Harbor Springs, MI
06.2009 - 03.2017
- Assigned and established work tasks and coordinated activities of over 20 dining room personnel to deliver prompt, courteous service to patrons.
Server/host/ Event Server/bartender
Boyne Highlands
Harbor Springs, MI
06.2004 - 01.2017
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and increased productivity.
- As host successfully and smoothly managed between 250 to 800 guests per day.
Set/costume Inventory
Young Americans
Corona
01.2008 - 12.2009
- Maintained inventory count, tracked usage and documented variances.
Education
Some College (No Degree) -
California Pacific College of The Performing Arts
Corona, CA2009
Some College (No Degree) -
North Central Michigan College
Petoskey, MISkills
- Positive and professional
- Calm Under Pressure
- Accustomed to high pressure, fast paced work conditions
- Event Planning
- Friendly and Professional telephone demeanor
- Multi-Line Phone Systems
- Schedule Coordination and Calendar Management
- Meeting Support
- Information Security
- Data Collection
- Data Entry
- Mail Sorting and Distribution
- Verbal and written communication
- Portfolio Maintenance and Account updating
- Paperwork Processing
- Payment Processing
- Complaint resolution
- Administrative Support
- Invoicing
- Payroll
- CRM software proficiency
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Accomplishments
2019 Boyne Highlands Best of Food and Beverage. Employee of the year
2002-2017 Stage manager /Assistant director: Purity Ring Drama group(volunteer)
*managed stage crew and student and adult actors while acting as liaison between troupe members and theater staff. Maintain student morale and set an example of leadership
2008-2010 California Pacific Performing Arts –Young Americans
*learned to be an effective team player
Volunteered at World Vision and Chosen
Volunteered assistant to director at Big ticket Festival
Volunteered at Young Life and Wyld Life
Affiliations
- Kayaking
- Camping
- Hiking
- Performing arts
- Going on adventures with my dog.
- Love Escape Rooms.
Timeline
Client Service Specialist
OsborneKlein
11.2020 - 06.2024
Dining Room Manager
Country Club Of Boyne
11.2018 - 07.2020
Assistant Dining Room Manager
Boyne Highlands
04.2018 - 10.2018
Dining Room Supervisor
Country Club Of Boyne
06.2009 - 03.2017
Set/costume Inventory
Young Americans
01.2008 - 12.2009
Server/host/ Event Server/bartender
Boyne Highlands
06.2004 - 01.2017
Some College (No Degree) -
California Pacific College of The Performing Arts
Some College (No Degree) -
North Central Michigan College