Rachel Hacker
Charlotte,NC
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Aveda Salon and Spa
Charlotte, NC
12.2022 - 08.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Waitress Supervisor
Que Onda Mexivan Restraunt
Charlotte Nc
01.2018 - 12.2022
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Enhanced customer satisfaction by efficiently managing waitstaff schedules and ensuring optimal coverage during peak hours.
- Assisted in hiring and training new waitstaff, ensuring excellent service levels were maintained at all times.
- Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
- Contributed to revenue growth through effective management of guest reservations, seating arrangements, and special event bookings.
- Improved teamwork among staff members by leading regular meetings to address concerns, share best practices, and set goals.
- Upheld company policies and procedures while providing guidance to waitstaff on proper etiquette, presentation skills, and conflict resolution techniques.
- Maintained compliance with health regulations through consistent adherence to safety protocols within the workplace.
- Implemented staff training programs focusing on food allergy awareness, reducing instances of allergic reactions among restaurant guests.
- Reduced waste costs by conducting regular inventory checks, tracking spoilage rates, and adjusting order quantities accordingly.
- Provided detailed daily reports on sales figures resulting in better financial planning and budgeting.
- Negotiated with suppliers for better pricing, reducing operational costs without compromising on quality.
- Boosted customer satisfaction with quick and accurate order processing.
- Enhanced team efficiency by implementing streamlined table management system.
- Developed loyalty program that increased repeat visits from customers.
- Addressed customer complaints with empathy and efficiency, turning potential negative experiences into positive outcomes.
- Improved service delivery times, coordinating seamlessly between kitchen staff and waitstaff.
- Collaborated with management team to plan and execute special events.
- Adapted quickly to menu changes, ensuring team was always informed and prepared.
- Coordinated with kitchen to introduce new seasonal dishes, keeping menu fresh and attractive.
- Controlled food costs and managed inventory.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.
- Directed food preparation and cooking activities to meet health and safety standards.
- Tracked kitchen performance metrics to monitor progress and identify areas for improvement.
- Set and oversaw weekly and special event menu plans.
- Monitored food preparation, production, and plating for quality control.
- Served consistent portions following recipes and control standards.
- Controlled expenses and boosted profitability by managing food and labor costs.
- Directed activities of team of skilled kitchen workers preparing and serving meals.
- Created new recipes, outlined steps, and training staff on correct preparation.
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
Education
Associate of Arts - Esthetician
Aveda Institute
Charlotte, NC08.2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Call Center Operations
- Professional telephone demeanor
- Customer satisfaction measurement
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Filing
- Dispute Resolution
- Customer Education
- Product Sales
- Multi-line phone talent
- Product and service solutions
- Coordination
- Sales expertise
- Research
- Account updating
- Recordkeeping strengths
- Store maintenance
- Account Management
- Reading Comprehension
- Spreadsheets
- Brand representation
- Document Control
- Product Promotion
- Quality Assurance Controls
- Escalation management
- Shipping and Logistics
- Sales closing
- POS systems expert
- Project management abilities
- CRM Software
- Information Security
- Product Education
- CRM software proficiency
Timeline
Customer Service Representative
Aveda Salon and Spa
12.2022 - 08.2024
Waitress Supervisor
Que Onda Mexivan Restraunt
01.2018 - 12.2022
Associate of Arts - Esthetician
Aveda Institute