Michelle Vance
Support Specialist
Yakima,WA
Summary
Personable Support Specialist offering 2 years of experience resolving account and service concerns for Members. Experience also includes 10 plus years of training new hires and posting job descriptions for different available positions. Focused on surpassing expectations and driving team success together and solves challenges while sticking by brand promise, culture, and maintaining loyal, satisfied Members.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist
WSECU
Yakima, WA
09.2020 - Current
- Helped large volume of Members every day with positive attitude and focus on Member satisfaction.
- Provided primary support to internal colleagues and external Members.
- Resolved issues by troubleshooting and thinking outside of box when most common resolutions are not answers.
- Evaluated Member issues and caller trends to give ideas or advice in areas in need of improvement to help succeed in proactive corrections.
- Multitasked to handle diverse Member needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines by my employer and our Members as well.
- Successfully maintained 95% QA average for past 6 consecutive months and have not dropped below 90% in past 11 consecutive months.
Restaurant Server
Ballesteri's
Yakima, WA
06.2019 - 03.2020
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Communicated thoroughly with colleagues to be prompt and efficient with orders and table delivery.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Memorized and stayed up-to-date on menu changes to help customers make food choices.
- Explained menu items and suggested appropriate options for food allergy concerns.
Server/Head Bartender
Santiagos Mexican Restaurant
Yakima, WA
05.2014 - 11.2019
- Cultivated warm relationships with Coworkers and Customers
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Posted opening job positions on different platforms
- Screened walk-in applicants, reviewed applications and set aside qualifying applicants to interview.
- Trained new team members on restaurant procedures, menu items and performance strategies.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Work availability always opened and stepped up where we were lacking help
- Fostered positive environment of learning to support and develop proficient certified servers to limit liability.
- Educated Bartenders, Clerks, and Servers on responsible service protocols.
- Discussed trends and risks related to responsible sale and service of alcohol.
Bartender/Server
Boomers Bar & Grill
Yakima, WA
07.2007 - 05.2014
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
- Managed cash and bar revenue during special promotions or sporting events.
- Trained 2-3 bartenders and Servers at times in extremely fast paced environment.
- Trained new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
- Consulted with owner to organize special events and promotions.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Boosted bar profitability, mentoring team members on routine procedures and productivity strategies.
Education
High School Diploma -
Naches Valley High School
Naches, WA06.2004
Yakima Valley Community College
Yakima, WASkills
- Strong Leadership Skills
- Collaborative Team Player
- Organizational Skills
- Microsoft Windows and Office
- Courteous with Strong Culture Mindset
Timeline
Customer Support Specialist
WSECU
09.2020 - Current
Restaurant Server
Ballesteri's
06.2019 - 03.2020
Server/Head Bartender
Santiagos Mexican Restaurant
05.2014 - 11.2019
Bartender/Server
Boomers Bar & Grill
07.2007 - 05.2014
High School Diploma -
Naches Valley High School
Yakima Valley Community College