MARIAH STEVA
Denver
Summary
Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
15
15
years of professional experience
Work History
Server
WILD CARROT
WAVERLY
09.2021 - Current
- Served orders by picking up and delivering customers' choices from bar and kitchen.
- Inspected dining and serving areas for cleanliness and proper setup.
- Created positive guest experience by listening to guest needs and recommending options to meet requests.
- Provided technical assistance to internal staff members related to server usage and operations.
- Monitored server performance, identifying and resolving issues to prevent downtime.
- Oversaw food preparation and safety protocols to comply with federal, state and local regulatory guidelines regarding food service.
- Pitched in to deliver food and beverages to tables during high-volume periods.
- Delegated work to staff, setting priorities and goals.
Sr Gov Sales Representative
W.W. GRAINGER INC
Waterloo
06.2016 - 02.2021
- Upsold warranties and complementary products to customers through persuasive marketing techniques.
- Increased customer satisfaction ratings by successfully resolving challenges.
- Developed exceptional interpersonal, speaking and listening skills from talking with both customers and upper management.
- Decreased process lags by properly training employees on preferred sales practices and strategies.
- Identified customer needs by asking appropriate, open-ended questions.
- Used SAP, Microsoft. SalesForce, and excel to maintain company database with essential account and sales information.
- Optimized workflow processes and monitored weekly sales to draft reports for continuous improvement planning.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Customer Service Associate
The UPS Store Inc.
Waterloo
03.2014 - 03.2016
- Developed and actualized customer service initiatives to decrease wait times.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Energized and motivated in performing sales floor activities including merchandising and selling.
- Entered customer interaction details in shipping log to track requests, document problems and record solutions offered.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Described and explained details about different shipping options to inform customers and guide purchasing decisions.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
Hospitality Worker /Sales Manager
Quality Inn Hotel
Waterloo
03.2013 - 12.2014
- Sourced quality vendors to consistently reach highest care standards.
- Established unique service goals to each venue to provide constant and excellent service.
- Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
- Collaborated with various team members to meet guests' requests.
- Evaluated P&L statements to meet goals each quarter and recommended changes accordingly.
- Accurately identified and resolved customer complaints concerning food or lodging.
- Acknowledged outstanding staff performance to boost morale.
- Created healthy nutritious menus to serve at important functions.
- Strengthened company's business by implementing new marketing plans.
- Secured an average of 25 reservations by phone and on site for guests.
- Scheduled work hours for 15 employees to achieve adequate manpower coverage.
- Increased revenue by implementing new ideas that resulted in full occupancy 4 days per week.
Server
Doughy Joey'S
Waterloo
02.2012 - 10.2014
- Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods.
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.
- Prepared beverages and filled food orders for customers.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Greeted and maintained relationships with regular customers.
Food Service Team Member
Hyvee
Waterloo
08.2013 - 03.2014
- Limited portion sizes and used garnishes to control food costs.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Received orders from customers and input into order management system.
- Prepared and expedited food orders to support waitstaff and other team members.
- Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
- Promoted customer satisfaction by preparing food according to standard recipes with modifications based on individual customer requirements.
- Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
- Sanitized tables, high chairs and drink fountain areas after customer use and periodically throughout day.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Distributed food to wait staff quickly during busy peak periods to drive customer satisfaction.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
Hospitality Team Member
Suburban Extended Stay
Waterloo
10.2011 - 04.2012
- Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
- Provided courteous and knowledgeable front desk and reception duties, cultivating positive customer relations.
- Collaborated with various team members to meet guests' requests.
- Cross- trained employees in all areas to meet customers needs and expectations.
- Increased clients by carefully training all staff to be accountable and motivated through hands on training.
- Accurately identified and resolved customer complaints concerning food or lodging.
- Maintained exacting standards of quality and performance.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Filed incident reports and handled inappropriate behavior to document problems and disturbances.
Server
Carlos O'Kelly's
Waterloo
11.2009 - 06.2011
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Answered customer questions about hours, seating and information on the location.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
- Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Informed servers of newly seated parties for speedy service.
Secretarial Assistant /Mentor Volunteer
Kittrell Elementary / Waterloo School District
Waterloo
08.2010 - 05.2011
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Executed record filing system to improve document organization and management.
- Organized weekly staff meetings and logged minutes for corporate records.
- Arranged rapid office equipment repair and maintenance with vendors.
- Maintained staff directory and company policy handbook for human resources department.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
Education
Associate of Arts - Criminal Justice
Hawkeye Community College
Waterloo, IA05.2018
High School Diploma -
East High School
Waterloo 05.2011
Skills
- Cross-selling and upselling
- Network development
- Product and service knowledge
- Consultative sales techniques
- Sales strategy
- POS system knowledge
- Client relationship building
- Customer Needs Assessment
- Positive and professional
- Data entry
- Time management
- Conflict resolution
- Memory retention
- Strong work ethic
- Point of sale (POS) system operations
- Exceptional customer service
- Hospitality service expertise
- Calm demeanor
Timeline
Server
WILD CARROT
09.2021 - Current
Sr Gov Sales Representative
W.W. GRAINGER INC
06.2016 - 02.2021
Customer Service Associate
The UPS Store Inc.
03.2014 - 03.2016
Food Service Team Member
Hyvee
08.2013 - 03.2014
Hospitality Worker /Sales Manager
Quality Inn Hotel
03.2013 - 12.2014
Server
Doughy Joey'S
02.2012 - 10.2014
Hospitality Team Member
Suburban Extended Stay
10.2011 - 04.2012
Secretarial Assistant /Mentor Volunteer
Kittrell Elementary / Waterloo School District
08.2010 - 05.2011
Server
Carlos O'Kelly's
11.2009 - 06.2011
Associate of Arts - Criminal Justice
Hawkeye Community College
High School Diploma -
East High School
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