Leslie Pena

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
• Investigated and resolved customer inquiries and complaints quickly.

• Answered customer questions about hours, seating and menu information.
• Supported servers, food runners and bussers with keeping dining area ready for every guest.
• Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
• Collected information from arriving customers to seat groups or place them on waitlist.
• Watched dining area staff to evaluate server loads and calculate accurate wait times.
• Prepared dining room for special upcoming functions by decorating and generating special group menus.
• Prepared artistic menu boards highlighting current specials and promotions using eye-catching decorative techniques.

Maintained updated and detailed records of calls in physical and electronic database.

• Closely monitored dispatch board to triage and prioritize over 200 daily calls.
• Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
• Received new orders, prepared documentation and assigned personnel.
• Facilitated communications between customers and field personnel to answer questions or resolve concerns.