Madisen Courson
Lakeland
Summary
Strong understanding of customer service principles and team management. Professional in customer relations, bringing valuable experience in streamlining communication and enhancing client satisfaction. Known for collaboration and flexibility, consistently achieving results through teamwork. Expertise in conflict resolution and effective use of communication tools.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Bar Manager
Tucker's Southside Package & Lounge
08.2023 - Current
- - Delivered high-quality customer service in fast-paced hospitality environments.
- - Managed POS transactions, resolved customer issues, and ensured cleanliness and compliance.
- - Promoted efficiency and accuracy under pressure.
- Trained new bartenders on techniques, recipes, and operational procedures.
- Provided exceptional customer service to enhance guest experience and satisfaction.
- Implemented efficient workflows to improve service speed during peak hours.
- Maintained cleanliness and organization of the bar area for safety compliance.
- Developed promotional drink specials to increase sales and attract customers.
Contact Specialist (Remote)
Office of the Chief Technology Officer
02.2022 - 08.2024
- - Serve as a Tier 1 contact center representative supporting U.S. Citizenship applicants.
- - Collect sensitive personal information and provide accurate case status updates.
- - Maintain confidentiality and follow detailed scripts and protocols in a high-volume call environment.
- - Utilize live chat and Salesforce CRM to document interactions and escalate inquiries appropriately.
Bartender
Mojos Wings Burgers Beer
01.2016 - 11.2021
- - Supervised and trained staff on food safety, operations, and customer service protocols.
- - Managed cash handling, daily deposits, payroll, and scheduling for front-of-house operations.
- - Oversaw compliance with health and safety standards.
- Managed inventory levels effectively, reducing waste through accurate stock tracking and ordering processes.
- Trained new staff on bartending techniques, customer service skills, and point-of-sale systems.
- Developed drink specials based on seasonal ingredients, boosting sales during peak hours.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Contributed to event success, planning beverage menus and efficiently serving large groups.
- Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
Education
Associate of Science - Criminal Justice
Polk State College
Lakeland, FL08-2024
High School Diploma - undefined
Tenoroc High School
Lakeland, FL01-2016
Skills
- Customer Service
- Call Center Experience
- Inbound & Outbound Calls
- Contact Center Support
- Customer Issue Resolution
- Customer relationship building
- Live Chat Support
- Phone Etiquette
- Problem Solving
- Salesforce
- QuickBooks
- Team Leadership
Timeline
Bar Manager
Tucker's Southside Package & Lounge
08.2023 - Current
Contact Specialist (Remote)
Office of the Chief Technology Officer
02.2022 - 08.2024
Bartender
Mojos Wings Burgers Beer
01.2016 - 11.2021
High School Diploma - undefined
Tenoroc High School
Associate of Science - Criminal Justice
Polk State College