Mikaela Penn
Houston,TX
Summary
Results-driven professional with over 5+ years of experience in Customer Relations, Sales Enablement, and Service Leadership across Hospitality, Administration, and Tech Support sectors. Expertise in CRM systems, effective communication, and cross-functional collaboration. Proven ability to enhance customer satisfaction and loyalty through precise issue resolution and relationship management in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Server
Olive Garden/Texas Roadhouse/Doves
05.2021 - Current
- Built and maintained positive guest relationships through active listening, empathy, and proactive service recovery, achieving consistent satisfaction scores.
- Managed simultaneous responsibilities across multiple tables, ensuring timely, personalized service during peak business hours.
- Supported management by mentoring new team members, facilitating smoother onboarding, and promoting a culture of teamwork and accountability.
- Leveraged detailed menu knowledge to upsell premium items, contributing to revenue growth and repeat clientele.
Front Desk Receptionist/Senior Documentation Specialist
Quality Home Products of TX
05.2021 - 03.2023
- Served as first point of contact for all customer inquiries, managing appointments, resolving issues, and ensuring consistent client satisfaction.
- Created and maintained detailed documentation and customer records, improving internal organization and response efficiency while ensuring customer confidentiality.
- Juggled administrative and customer-facing responsibilities while supporting leadership in daily operations.
- Streamlined internal communication systems, improving response times across departments.
Customer Service Representative/Data Entry Administrator
The Results Companies
12.2017 - 04.2021
- Delivered top-tier support to diverse customer bases, consistently meeting and exceeding KPIs such as first-call resolution and customer satisfaction ratings.
- Diagnosed customer concerns, documented solutions, and coordinated with escalation teams for advanced support.
- Managed high call and data volumes while maintaining 99.9% accuracy across all documentation.
- Provided clear, professional communication to ensure positive brand representation and trust.
- Led team meetings focused on improving performance metrics and customer engagement strategies.
Education
High School Diploma -
Martinsville High School
Martinsville05-2016
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution & Problem Solving
- Client Onboarding & Retention
- Cross-Functional Collaboration
- Data Entry & Record Management
- Multitasking in High-Volume Environments
- Process Improvement & Follow-Through
- Upselling & Consultative Sales
- Leadership & Team Training
- Communication (Phone, Email, In-Person)
Timeline
Server
Olive Garden/Texas Roadhouse/Doves
05.2021 - Current
Front Desk Receptionist/Senior Documentation Specialist
Quality Home Products of TX
05.2021 - 03.2023
Customer Service Representative/Data Entry Administrator
The Results Companies
12.2017 - 04.2021
High School Diploma -
Martinsville High School