Summary
Overview
Work History
Education
Skills
Timeline
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Leticia Esposito

McDonough

Summary

Dynamic Customer Service Manager with a proven track record at Walmart, excelling in complaint resolution and team leadership. Expert in optimizing workflow processes and enhancing customer satisfaction through effective communication and problem-solving. Committed to fostering a collaborative environment while training new hires to uphold high service standards.

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.

Overview

2007
2007
years of professional experience

Work History

Customer Service Manager

Walmart
04.2000 - 04.2006
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order.
  • Kept accurate records to document customer service actions and discussions.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.

Server

IHOP
1986 - 1999
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Maximized table turnover rate by managing reservations and seating arrangements.

Education

Riverdale Senior High School
Riverdale, GA
06-1987

Skills

  • Customer service
  • Problem-solving
  • Exceptional interpersonal communication
  • Complaint resolution
  • Effective workflow management
  • Quality assurance
  • Handling escalations
  • Issue resolution
  • Meticulous attention to detail
  • New hire training
  • Customer focused
  • Customer relations

Timeline

Customer Service Manager

Walmart
04.2000 - 04.2006

Server

IHOP
1986 - 1999

Riverdale Senior High School

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Leticia Esposito