Merelie Suprien
Orlando,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Self-motivated and cheerful customer service professional with 10+ years of experience helping customers navigate websites and resolving product and service issues. Building an impeccable online reputation by providing top-class customer support. Committed to maintaining professional relationships to increase profitability and drive business results. 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, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Server
Ocean Reef Club
Key Largo, FL
06.2019 - 10.2022
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Bussed and reset tables to keep dining room and work areas clean.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Moved and set up seating, prepared extra silverware and notified kitchen prior to arrival of large groups.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Answered customers' questions, recommended items and recorded order information.
Supervisor
Ocean Reef Club Key Largo
Key Largo, FL
08.2021 - 09.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Set overall vision and provided team leadership.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.
- Identified individual employee's unique work styles and adapted management methods.
- Interviewed, hired and trained new employees for production positions.
- Monitored workshop work flow for over 50 employees.
- Tracked and prepared quarterly reports of sales goals to management.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Supported safety officer to enforce regulations, laws and established policies throughout operational stages.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Lead Server
Ocean Reef
Key Largo, FL
10.2020 - 08.2021
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Added food items, dishes, beverages and utensils to trays and immediately distributed orders, POS to confirm deliveries to correct rooms.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
Work From Home Customer Service Agent
H&R Block
Longwood, FL
11.2018 - 04.2019
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Submitted service tickets for equipment maintenance requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Responded promptly to incoming sales leads and requests for technical support.
Shift Leader
Einstein Bagels
Orlando, FL
02.2016 - 03.2019
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Gathered, organized and input information into digital database.
Work From Home Customer Service Specialist
Holiday Inn Club Vacations At Orange Lake Resort
Orlando , FL
08.2016 - 02.2017
- Educated customers on company systems, form completion and access to services.
- Responded to customer comments and questions via LiveChat during shifts.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Responded to customer calls and emails to answer questions about products and services.
- Detailed payment options and explained price, receipt and billing details to customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Supervisor
Areas USA
Orlando, FL
06.2014 - 07.2016
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workshop work flow for over 50 employees.
- Worked with management team to implement proper division of responsibilities.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Set overall vision and provided team leadership.
Education
High School Diploma -
Excel High School
Certification - Office Business Admin
Florida Career College - Miami
Miami, FLSkills
- Guest Relations Management
- Staff Training
- Senior Leadership Support
- Strong Telephone Etiquette
- Website Navigation
- Online Chat
- Business Administration
- Priority Management
Languages
Creole
Native or Bilingual
Timeline
Supervisor
Ocean Reef Club Key Largo
08.2021 - 09.2022
Lead Server
Ocean Reef
10.2020 - 08.2021
Server
Ocean Reef Club
06.2019 - 10.2022
Work From Home Customer Service Agent
H&R Block
11.2018 - 04.2019
Work From Home Customer Service Specialist
Holiday Inn Club Vacations At Orange Lake Resort
08.2016 - 02.2017
Shift Leader
Einstein Bagels
02.2016 - 03.2019
Supervisor
Areas USA
06.2014 - 07.2016
High School Diploma -
Excel High School
Certification - Office Business Admin
Florida Career College - Miami