Summary
Overview
Work History
Education
Skills
Timeline
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Rachael Enyinnaya

Rachael Enyinnaya

Raleigh,NC

Summary


Detail-oriented professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.


Authorized to work in the US for any employer Authorized to work in the US for any employer Authorized to work in the US for any employer

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Hyatt
07.2021 - 10.2023
  • Greeting guests
  • Using multiple systems to process sales
  • Answering incoming telephone calls & calling out to specific hotel locations
  • Creating guest schedules and booking hotel rooms
  • Informing guests and members of policies, new updates, information on their membership, etc
  • Liaising with suppliers and contractors
  • Reporting billing and maintenance issues
  • Entering data into a spreadsheet
  • Managing budgets
  • Handling customer complaints/ensuring guest satisfaction
  • Managed members account
  • Developing or implementing the management strategy
  • Assisting customers in pubs, clubs, hotels, and restaurants, flights, card rentals, etc
  • Coordinate Event planning
  • Marketing a restaurant, pub, hotel, or leisure facilities
  • Ensuring guests' safety in swimming pools, bars, clubs, and leisure centres
  • Hitting profit and sales targets
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for services and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Customer Service Representative/Call Center

Conduent
07.2020 - 03.2021
  • Managed customer accounts
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.

Crew Member/Cook/Management Trainee

Biscuitville
08.2019 - 03.2020
  • Handled high-pressure situations effectively, maintaining composure during rush periods while continuing to deliver exceptional service quality.
  • Maintained a clean and organized kitchen environment for optimal food safety and quality assurance.
  • Worked in fast-paced environment with sense of urgency to serve guests quickly.
  • Prepared food items according to recipe to drive quality and consistency.
  • Kept kitchen up to code for health and safety inspections.
  • Managed multiple tasks simultaneously, prioritizing responsibilities to ensure all aspects of the kitchen and service areas functioned smoothly.
  • Prepared food items such as meats, poultry, dairy, etc for frying purposes.
  • Trained new crew members on proper cooking techniques, food safety practices, and company policies.
  • Collaborated with team members to provide seamless customer service during peak hours.
  • Understood cooking techniques and fundamentals to maximize safe food handling.
  • Assisted with inventory management, ensuring adequate stock levels for uninterrupted service
  • Unloaded product truck and had to withstand specific weight requirements
  • Exhibited adaptability by quickly learning new menu items, recipes, and preparation methods as required by seasonal changes or promotions.
  • Reduced food waste through proper portion control measures and careful monitoring of product expiry dates.
  • Improved customer satisfaction by efficiently preparing and serving food orders in a timely manner.
  • Contributed to positive workplace morale through effective communication and teamwork skills.
  • Operated grills, fryers and ovens to cook food items.
  • Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
  • Trained and assisted new kitchen staff members.
  • Cleaned and sanitized work areas, utensils and equipment.
  • Provided excellent customer service by taking orders, answering questions and responding to customer complaints.
  • Monitored food temperatures to meet quality and safety standards.

Window Cleaner

Scotties
06.2019 - 09.2019
  • Cleaned interior and exterior of commercial and residential windows using industry-standard techniques, chemicals and equipment.
  • Ensured timely project completion by working efficiently under various weather conditions without sacrificing quality or safety standards.
  • Increased efficiency with proper use of squeegees, ladders, scaffolding, and other specialized equipment.
  • Exhibited professionalism when interacting with clients, promptly addressing concerns and answering questions about the cleaning process.
  • Improved client satisfaction by consistently delivering streak-free window cleaning services.
  • Applied water and detergent to glass with non-scratch applicator and removed with rubber squeegee blade to reduce smears.
  • Upheld company standards in appearance and vehicle cleanliness to project a professional image at all times while on the job site.
  • Maintained equipment and vehicles in clean and excellent working order and notified supervisor of repair or replacement needs.
  • Leveraged ladders, poles, aerial lift equipment and suspended platforms to clean windows and gutters.

Cashier/Sales Associate

Food Lion
07.2019 - 09.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Maintained knowledge of current sales promotions, policies regarding payment, and security practices to provide accurate information to customers.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.

Cook/Cashier

Popeye's Restaurants
09.2018 - 05.2019
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Facilitated smooth communication between front-of-house and back-of-house teams, optimizing productivity levels during peak service hours.
  • Built strong relationships between staff and customers using effective interpersonal skills when resolving issues or providing assistance.
  • Maintained cleanliness and organization of dining area, ensuring a pleasant environment for customers.
  • Supported management in achieving business goals by proactively identifying areas for improvement within daily operations and suggesting solutions.

Crew Member

Bojangles
06.2014 - 07.2015
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Measure ingredients required for specific food items being prepared.
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Provided support to crew members, facilitating quick food preparation and delivery.
  • Maintained cleanliness and organization of the dining area, ensuring a pleasant atmosphere for customers.
  • Performed food preparation responsibilities to meet franchise standards for quantities, speed, and packaging.
  • Managed cash register transactions, balancing the till at the end of each shift with consistent accuracy.

Crew Member

Lamm Events
03.2013 - 07.2015
  • Monitor activated to ensure to rules and safety procedures, or arrange for the removal of unruly patrons.
  • Clean sporting equipment, vehicles, rides, booths, facilities, or grounds.
  • Rent, sell, or issue sporting equipment and supplies such as bowling shoes, golf balls, swimming suits, and beach chairs.
  • Verify, collect, or punch tickets before admitting patrons to venues such as amusement parks and rides.

Education

No Degree - Business Administration

The University of North Carolina At Pembroke
Pembroke, NC
05.2019

High school diploma -

Cleveland High School
Clayton, NC
06.2015

Skills

  • Customer service
  • Active listening
  • Data entry
  • Customer relations
  • Call center experience
  • Time management
  • Problem-solving
  • Team building and leadership
  • Multitasking and organization

Timeline

Customer Service Representative

Hyatt
07.2021 - 10.2023

Customer Service Representative/Call Center

Conduent
07.2020 - 03.2021

Crew Member/Cook/Management Trainee

Biscuitville
08.2019 - 03.2020

Cashier/Sales Associate

Food Lion
07.2019 - 09.2019

Window Cleaner

Scotties
06.2019 - 09.2019

Cook/Cashier

Popeye's Restaurants
09.2018 - 05.2019

Crew Member

Bojangles
06.2014 - 07.2015

Crew Member

Lamm Events
03.2013 - 07.2015

No Degree - Business Administration

The University of North Carolina At Pembroke

High school diploma -

Cleveland High School

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Rachael Enyinnaya