MaKenna Plummer
Wichita
Summary
Passionate and dedicated customer service professional with a proven track record of going above and beyond to exceed customer expectations. Known for delivering exceptional service and building strong rapport with clients through attentive listening, empathy, and problem-solving skills. Adept at anticipating customer needs and providing personalized solutions to ensure satisfaction. Committed to representing the company brand with professionalism and integrity. Demonstrated ability to handle challenging situations with patience and diplomacy, resulting in positive outcomes and customer loyalty.
Overview
6
6
years of professional experience
Work History
Waitress
Bonnie and Clyde’s
Hugoton
01.2022 - 06.2025
- Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns.
- Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction.
- Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions.
- Escalate complex technical issues to appropriate internal teams for further investigation and resolution.
- Foster a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors.
- Took accurate orders and communicated them to kitchen staff promptly.
- Maintained cleanliness and organization of dining areas throughout shifts.
- Provided exceptional customer service in a fast-paced dining environment.
- Took orders for food and drinks and delivered them to guests.
- Collaborated with team members to create a welcoming atmosphere for guests.
- Developed positive relationships with regular customers through friendly conversation.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Checked back with customers throughout meal service to ensure satisfaction.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Answered questions about menu items, ingredients, and pricing.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
CLIENT RELATION SPECIALIST
Peas in a Pod Day Care Home
08.2020 - 12.2022
- Collaborate cross-functionally with internal teams to develop innovative strategies and proposals.
- Advocate for client needs and priorities within the organization, championing their interests.
- Employ a proactive approach to understanding client objectives and requirements, aligning our services.
- Utilize strong problem-solving skills and resourcefulness to navigate complex situations.
- Conduct thorough analysis of client performance metrics, identifying opportunities for optimization and growth through data-driven insights and strategic recommendations.
CALL CENTER REPRESENTATIVE
Sykes
06.2019 - 07.2020
- Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
- Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
- Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
- Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.
Education
H.S. Diploma -
Hugoton High School
Skills
- Excellent Communication
- Active Listening
- Conflict Resolution
- Stress Management
- Automation Tools
- Technical Proficiency
- Typing Speed & Accuracy
- Complex Problem Solving
- Complaint Handling
- Interpersonal Skills
- Process Improvement
- Documentation Management
- CRM Systems
- Multi-tasking
- Emotional Intelligence
- Customer Feedback
- Time Management
- Customer Service
- Task Management Software
- Strong Leadership
- Remote Work Proficiency
- Conflict Management
- Call Center Operations
- Computer Proficiency
- Quality Assurance
- Resourcefulness
- Menu knowledge
- Customer service
- Order taking
- Process improvement
- Team collaboration
- Communication skills
- Problem solving
- Attention to detail
- Relationship building
- Tip calculation
- Menu recommendations
- Safe food handling
- Menu design
- Table setting arrangements
- Handling complaints
- Cleanliness
- Active listening
- Greeting guests
Timeline
Waitress
Bonnie and Clyde’s
01.2022 - 06.2025
CLIENT RELATION SPECIALIST
Peas in a Pod Day Care Home
08.2020 - 12.2022
CALL CENTER REPRESENTATIVE
Sykes
06.2019 - 07.2020
H.S. Diploma -
Hugoton High School