Rachel Johnson
Little Elm
Summary
Dynamic customer service professional with a proven track record of enhancing customer satisfaction and loyalty through effective relationship management. Recognized for a collaborative approach that consistently leads to positive outcomes while demonstrating adaptability to shifting priorities and challenges. Expertise in strategic problem-solving ensures timely resolution of issues, fostering long-term customer retention. Strong communication skills and a solid foundation in conflict resolution contribute to building trust and rapport with clients.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Retention Specialist
Quince
San Francisco, CA
07.2023 - Current
- Resolved customer inquiries and issues promptly to ensure optimal satisfaction and loyalty.
- Addressed customer inquiries, complaints, and issues with efficiency and professionalism.
- Provided informed support to customers by maintaining comprehensive knowledge of product offerings.
- Handled extensive customer interactions through calls and emails, ensuring concerns were addressed and accurate information was communicated.
- Coordinated efforts with cross-functional teams to identify solutions for complex customer problems and manage escalations.
- Engaged with customers to establish meaningful relationships, utilizing personalized communication techniques and attentive interactions.
- Contributed to creation of comprehensive training resources for new employees to ensure consistent customer service excellence.
- Achieved improved customer satisfaction by effectively managing CRM software for tracking interactions. Maintained accurate account information through diligent updates. Documented issue resolutions to streamline support processes.
- Contributed ideas for process improvements that enhanced efficiency in handling customer inquiries
- Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem-solving initiatives
- Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
- Analyzed data from surveys or feedback forms to identify trends or areas where improvements could be made
- Assisted in the implementation of new systems or processes aimed at improving overall efficiency within the department
- Guided new team members in understanding company policies and procedures, ensuring adherence to best practices.
- Conducted follow-up calls/email campaigns after resolving an issue to ensure complete resolution and gather feedback
- Implemented a proactive approach to customer service, anticipating potential issues and addressing them before they became problems
- Distinguished as a leading contributor in the department, consistently meeting and exceeding key performance indicators.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
Team Manager
Panera Bread
Lubbock, TX
05.2022 - 06.2022
- Facilitated guest accommodations to enhance overall experience.
- Achieved streamlined inventory operations through effective management of stock levels. Enhanced accuracy of inventory records, resulting in improved order fulfillment. Drove initiatives to minimize excess inventory, contributing to cost savings.
- Studied and retained comprehensive details of menu items to provide informed recommendations to patrons.
- Executed targeted promotions of new items to drive customer interest and sales.
- Surpassed daily quotas and goals by implementing effective performance strategies.
- Managed inventory and cleanliness of kitchen environment, ensuring all items were appropriately labeled and accessible.
- Executed comprehensive cross-training programs in drive-thru, main dining, and kitchen areas to ensure seamless service delivery.
- Extended a cordial welcome to every customer, fostering a positive atmosphere.
- Ensured proper stocking, preparation, and labeling of kitchen items to maintain operational standards.
- Led team to achieve operational excellence through streamlined workflows and effective communication.
- Mentored staff on best practices, enhancing service quality and employee engagement.
Shift Leader
Bigham’s Smokehouse
Lubbock, TX
02.2022 - 06.2022
- Studied and retained detailed menu information to ensure accurate order processing and customer satisfaction.
- Promoted new items to enhance customer experience and drive sales.
- Monitored progress and implemented adjustments to ensure daily quotas and goals were met effectively.
- Managed kitchen inventory and maintained cleanliness and labeling standards to enhance operational efficiency.
- Facilitated cross-training in drive-thru, main dining, and kitchen areas to enhance operational flexibility.
- Provided a warm greeting to each customer to enhance their experience.
- Executed systematic stocking, preparation, and labeling of kitchen inventory to enhance kitchen efficiency.
- Supervised daily operations, ensuring adherence to safety and quality standards.
- Trained and mentored staff on customer service techniques and product knowledge.
- Coordinated shift schedules, optimizing labor efficiency to meet demand fluctuations.
- Implemented inventory management practices, reducing waste and improving stock accuracy.
- Resolved customer complaints efficiently, enhancing overall dining experience and satisfaction.
- Streamlined workflow processes, leading to improved team productivity during peak hours.
- Conducted regular performance evaluations, providing constructive feedback for staff development.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
Manager/Shift Leader
Edible Arrangements
Lubbock, TX
05.2021 - 02.2022
- Answered phone calls, answering questions from customers.
- Handled card and cash transactions.
- Checked daily labor profiles.
- Ordered the proper inventory to maintain a properly stocked store.
- Maintained a clean and organized store.
- Quickly and effectively handled customer service issues.
- Routed drivers daily, while maintaining efficient delivery times.
Wait Staff/Server
Carillon Assisted Living
Lubbock, TX
06.2020 - 04.2021
- Handled 15 tables daily
- Welcomed guests as they arrived
- Took food and drink orders
- Prepared breakfast, lunch and dinner
- Checked on guests frequently
- Managed cash, check, credit orders
- Maintained a clean work area
- Cleared tables
- Communicated with kitchen and management staff clearly.
Host/Food Runner/Busser
Logan's Roadhouse
Lubbock, TX
08.2018 - 08.2019
- Scheduled reservations
- Directed guests to their table
- Took and packed to-go orders
- Managed customer requests
- Helped bus tables
- Monitored training of new employees
- Answered telephone inquiries
- Maintained clean front entrance of restaurants.
- Assisted servers when busy.
- Maintained ticket times.
- Ensured all food delivered to tables met criteria and had no issues.
- Ensured customers were greeted with friendly warm faces.
Education
High School Diploma -
Texas Online Preporatory School
Huntsville, TX05-2020
Skills
- Supervising Experience
- Leadership
- Inventory Control
- Patience and tolerance
- Outstanding interpersonal skills
- Retention strategies
- Excellent communication skills
- Problem-solving abilities
- Multitasking
- Calm and professional under pressure
- Reliability
- Computer skills
- Understanding customer needs
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Problem resolution
- Phone etiquette
- Task prioritization
- Customer relationship management
- Analytical thinking
- Conflict resolution
- Information gathering
- Issue and complaint resolution
- De-escalation techniques
Certification
Food Handler Certification
Timeline
Customer Retention Specialist
Quince
07.2023 - Current
Team Manager
Panera Bread
05.2022 - 06.2022
Shift Leader
Bigham’s Smokehouse
02.2022 - 06.2022
Manager/Shift Leader
Edible Arrangements
05.2021 - 02.2022
Wait Staff/Server
Carillon Assisted Living
06.2020 - 04.2021
Host/Food Runner/Busser
Logan's Roadhouse
08.2018 - 08.2019
High School Diploma -
Texas Online Preporatory School