Maria Heard
Fayetteville
Summary
Dynamic customer service professional with extensive experience at Red Lobster, excelling in guest relations and team collaboration. Proven ability to enhance customer satisfaction through effective communication and multitasking. Skilled in managing reservations and supporting servers, consistently delivering exceptional service in high-pressure environments. Committed to fostering positive dining experiences and driving repeat business.
Experienced with guest relations, ensuring warm and welcoming atmosphere. Utilizes effective communication skills to manage guest inquiries and resolve issues promptly. Track record of maintaining high standard of service and fostering positive guest experiences.
Overview
3
3
years of professional experience
Work History
Host
Red Lobster
08.2024 - Current
- Greeted and seated guests, ensuring a welcoming environment.
- Managed reservations and waitlists using restaurant management software.
- Assisted with menu explanations, enhancing guest dining experience.
- Collaborated with kitchen staff to coordinate timely meal service.
- Monitored dining area for cleanliness and guest satisfaction.
- Responded promptly to guest inquiries, providing information on specials.
- Supported team in maintaining efficient seating arrangements during peak hours.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Answering Service Operator
Answering Specialists Inc
08.2023 - 09.2024
- Managed high call volumes, ensuring prompt and professional responses to customer inquiries.
- Documented detailed messages accurately for efficient communication between clients and service providers.
- Utilized call management software to log interactions and track follow-up actions.
- Assisted in training new operators on company protocols and customer service best practices.
- Maintained confidentiality of sensitive information while handling diverse client requests efficiently.
- Relayed and transcribed written and verbal messages to personnel.
- Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
- Maintained high-quality service standards with consistent adherence to company policies and procedures.
- Provided exceptional customer support by identifying concerns, clarifying issues, and offering solutions tailored to individual needs.
- Maintained high level of customer service through friendly and polite demeanor.
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Reduced call wait times for improved customer experience by efficiently routing calls to appropriate departments.
- Increased caller satisfaction with friendly, empathetic, and professional communication skills.
- Assisted callers with problem resolution, ensuring satisfactory outcomes for both customers and the company.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Operated switchboard and routed incoming calls to appropriate departments.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Processed customer payments for timely, accurate order fulfillment.
Customer Service Representative
Arise Platform
06.2022 - 08.2024
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Assisted in processing orders and managing returns, ensuring accuracy and timely resolution.
- Collaborated with team members to streamline communication processes, improving response times.
- Utilized CRM software to track customer interactions and maintain detailed records.
- Supported promotional campaigns by informing customers of new products and services effectively.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Education
Cosmetology
Fayetteville Technical Community College
Fayetteville, NC05-2014
Skills
- Customer service
- Team collaboration
- Multitasking proficiency
- Effective time management
- Team player mentality
- Exceptional communication
- Detail-oriented
- Guest relations
- Telephone reception
- Server support
- Reservations
- Up-selling techniques
Languages
Korean
Limited Working
Interests
- Music
- I like working with my hands and fixing things
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Cooking
- I enjoy helping others and giving back to the community
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Avid Reader
- Martial Arts
- Road Trips
- Creative Writing
Timeline
Host
Red Lobster
08.2024 - Current
Answering Service Operator
Answering Specialists Inc
08.2023 - 09.2024
Customer Service Representative
Arise Platform
06.2022 - 08.2024
Cosmetology
Fayetteville Technical Community College
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