Michelle Alcaraz

San Antonio,texas

Summary

Seasoned Waitstaff Manager with background in overseeing restaurant operations, managing staff performance and ensuring customer satisfaction. Skilled at team leadership, conflict resolution and streamlining processes for efficiency. Demonstrated success improving service quality, enhancing menu offerings and fostering positive work environments. Committed to providing exceptional dining experiences while driving business growth.

Overview

years of professional experience

Certification

Work History

Waitstaff Manager

La Cabana Cafe Resturant

Lake Hills, TX

05.1996 - Current

Managed and trained waitstaff to ensure exceptional customer service.
Assisted with resolving customer complaints in a professional manner.
Participated in hiring process by interviewing potential candidates for open positions within the restaurant.
Performed cashier duties when necessary including handling payments from customers using POS system.
Created positive guest experience by listening to guest needs and recommending options to meet requests.
Managed tables throughout dining room to execute service at highest level.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Worked in close collaboration with team members to ensure customers received high-quality service.
Trained new employees to perform duties.
Resolved problems or concerns to satisfaction of involved parties.
Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.

Customer Service Representative

Chase

San Antonio, TX

12.2020 - 04.2024

Answered customer inquiries and provided accurate information regarding products and services.
Provided excellent customer service to resolve customer complaints in a timely manner.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Collected deposits or payments and arranged for billing.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Provided top quality control and eliminated downtime to maximize revenue.
Updated system with order specifics and customer details, preferences, and billing information.
Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Developed strong customer relationships to encourage repeat business.

Education

Associate of Science -

San Antonio College

San Antonio, TX

05-2024

Skills

Employee Coaching
Collaborative mindset
Policy Enforcement
Staff Motivation
Strong leadership

Customer Relationship Management
Customer Service Management
Verbal and written communication
Personnel Training
Guest service

Certification

CPR Certified
Vision and Hearing Certified

Accomplishments

Honor roll 2021-2023

References

References available upon request.

Timeline