Michelle Calistro
Coon Rapids,MN
Summary
Dependable employee/ co-worker/ leader. Adaptable and reliable with expertise in personnel development, team collaboration, and resolving issues with customers, staff, and management. Enthusiastic and dedicated professional that takes pride in providing excellent customer service and creating memorable experiences. Motivated team player with outgoing and positive demeanor and proven skills in establishing rapport with clients. Skilled in anticipating customer needs, addressing complaints and resolving issues in a timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments. Well-known for creating positive workplace culture and high-performing teams.
Overview
20
20
years of professional experience
Skills
- Problem-solving and effective conflict resolution proficiency
- Effective listening abilities
- Strategic prioritization skills
- Staff development and training
- Performance improvement strategies
- Quality improvement initiatives
- Collaborative teamwork and skill enhancement
- Professional demeanor in stressful situations
- Point of sale expertise
- Client engagement
- Sales enhancement techniques
- Service quality compliance
- Flexibility in changing environments
- Precise data entry
- Multitasking Abilities
- Inbound and outbound phone etiquette
Work History
Customer Service Representative Team Lead
Planet Fitness
01.2024 - Current
- Enhanced gym member experience by providing exceptional customer service at the front desk.
- Streamlined check-in process for members reduced wait times and increased satisfaction.
- Check in and participate in the supervision of over 100 members at any given time.
- Assisted management in maintaining a clean and organized gym environment, contributing to a positive atmosphere.
- Handled incoming calls professionally and efficiently, addressing inquiries and scheduling appointments.
- Processed new memberships accurately, leading to an increase in gym revenue and member retention.
- Collaborated with personal trainers to ensure seamless communication of client schedules and needs.
- Effectively resolved member conflicts or concerns, promoting a harmonious gym environment.
- Conducted facility tours for potential members, showcasing amenities while highlighting the benefits of joining our gym community.
- Monitored check-ins to identify delinquent accounts and collect payments.
- Delivered gracious telephone service by answering calls knowledgeably and providing accurate information.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Drove revenue by communicating and demonstrating the benefits of products and special promotions to customers.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Enhanced client experience with thorough knowledge of tanning equipment, proper usage, and safety guidelines.
- Contributed to a clean and hygienic environment by maintaining the cleanliness of tanning beds and rooms after each use.
- Ensured compliance with state regulations by monitoring client usage of tanning equipment and enforcing age restrictions.
- Educated clients on skincare techniques to enhance their tanning results while preserving skin health.
- Maintained a well-stocked inventory of cleaning supplies to ensure all necessary equipment was available for use.
- Upheld company policies regarding health codes, safety regulations, hazardous materials, and disposal protocols while completing assigned tasks diligently.
- Followed safety standards and established SOPs when handling, mixing, and storing hazardous chemicals.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Trained and mentored new staff on customer service protocols, fostering a culture of excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Server/Bartender
The North Bar And Grill
12.2022 - 06.2023
- Served food and beverages promptly with focused attention to customer needs.
- Delivered exceptional customer service in fast-paced dining environment.
- Managed multiple tables efficiently, ensuring timely food and beverage delivery.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Checked guest identification before serving alcoholic beverages.
- Supported needs of about 20- person wait staff who attended to specific needs of countless customers daily by knowing how and when to adapt changes in action between either "family friendly" and "bar acceptable" behavior with social relevancy and intentionality.
Server/ Bartender/ Manager
Green Mill
06.2008 - 03.2022
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Delivered exceptional customer service, ensuring guest satisfaction and repeat business.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customer questions, recommended items, and recorded order information.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Checked guest identification before serving alcoholic beverages.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Developed detailed plans based on broad guidance and direction.
- Throughout many years spent working with this company, there were so many great opportunities to learn and grow into my full potential. Never expecting that would actually lead to being role model material to many who looked up to me. To be someone my coworkers felt comfortable coming to with any questions or problems was something to take pride in. Stepping into leadership roles and taking on more responsibility, gave me so many amazing opportunities, including when owners of our store offered me position as their Assistant General Manager. Unfortunately, due to changes in my home/child-care situation, it was necessary to step down from fulfilling that opportunity. Regardless, that will always make me feel honored and privileged to have been considered. Maintaining my role as manager and helping wherever I was needed, most of my shifts were serving and bartending after that. It was still important to me to uphold some responsibilities, such as resuming my obligation of being in charge of our online training programs and enrolling new employees into courses required depending on what position they were hired for. Spending time assisting around 20+ employees in all different course requirements and stages of training and was very familiar with all roles, responsibilities, and expectations for all positions we had employed there. This helped me become very knowledgeable in many different aspects of how restaurants functioned. For example working with skills in financial areas such as accounting, payroll, etc. Along with developing excellent customer service skills, considered by owners as "The Face" of their store, due to likability from not only my coworkers who looked up to me, but also every single regular who held me in such high respect to call me family.
Accomplishments
- Earned the promotion to a management position. This achievement represents the culmination of dedicated effort, skill development, and the successful navigation of professional challenges.
- Awarded "Employee of the Month" for delivering outstanding teamwork, ownership, and passion.
Education
High School Diploma -
07.2007
Certification
- CPR Certified by the National CPR Foundation
Timeline
Customer Service Representative Team Lead - Planet Fitness
01.2024 - Current
Server/Bartender - The North Bar And Grill
12.2022 - 06.2023
Server/ Bartender/ Manager - Green Mill
06.2008 - 03.2022
Coon Rapids High School - High School Diploma,