Rachel Martin
Independence,MISSOURI
Summary
Customer Service Representative with a proven track record in delivering exceptional support and resolving inquiries efficiently. Expertise in communication and problem-solving has consistently improved customer satisfaction and loyalty. Recognized for enhancing team performance through the sharing of knowledge and best practices, contributing to streamlined operations.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
365 personnel
Kansas City, Missouri
01.2016 - Current
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed strong relationships with customers by providing personalized assistance and support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Maintained a high level of professionalism when dealing with difficult customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Updated databases with new and modified customer data.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Gathered customer feedback through surveys and used the data to improve customer service.
PM Shift Supervisor
Isle of Capri Casino
Kansas City, MO
06.2014 - 02.2015
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Created team objectives and roles with specific goals outlined for each individual.
- Led meetings with internal team members, consultants and contractors.
- Assisted in developing budgets for upcoming projects based on estimated costs.
- Analyzed data from multiple sources to identify trends that could inform decision-making processes.
- Oversaw daily operations related to assigned projects, providing direction as needed.
- Tracked expenses associated with each stage of development, ensuring accuracy.
- Conducted regular meetings with team members to review progress on assigned tasks.
- Maintained detailed records of all tasks performed during the course of a project.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Operated equipment and machinery according to safety guidelines.
- Worked effectively in team environments to make the workplace more productive.
- Monitored staff performance to ensure quality standards were met.
Server/ AM Supervisor /Head Bartender
Ruby Tuesdays Restaurant
Kansas City, Missouri
03.2010 - 01.2014
- Explained menu items, describing ingredients and cooking methods upon request.
- Prepared drinks according to standard recipes.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Accurately recorded orders on cash register and point-of-sale system.
- Checked food before serving it to customers.
- Followed health safety guidelines when preparing and serving food products.
- Operated POS terminals to input orders, split bills and calculate totals.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Took orders from customers accurately and in a timely manner.
- Responded to ad hoc cleaning duties at end of shift.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Trained new employees on restaurant procedures and plating techniques.
- Upheld high standards of sanitation in accordance with health department regulations.
- Delivered food orders promptly and courteously.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Provided exceptional service to high volume of daily customers.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Served food and beverages to patrons and confirmed complete orders.
- Garnished dishes and beverages to serve visually appealing menu items.
AM Supervisor
Cold Stone Creamery
Kansas City , Missouri
03.2007 - 09.2010
- Determined consumer needs to provide products and services appealing to larger market.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Assessed company operations for compliance with safety standards.
- Maintained positive working relationship with fellow staff and management.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Identified needs of customers promptly and efficiently.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Facilitated training sessions for new employees on company policies and procedures.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Complied with company policies, objectives and communication goals.
- Implemented strategies to take advantage of new opportunities.
- Trained new employees on company policies and procedures.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Utilized various software and tools to streamline processes and optimize performance.
- Completed day-to-day duties accurately and efficiently.
- Updated and maintained databases with current information.
- Completed routine maintenance and repair.
- Operated a variety of machinery and tools safely and efficiently.
Education
High School Diploma -
Northeast High School
Kansas City 05-2007
Skills
- Account updating
- Complaint resolution
- Scheduling
- Email management
- Sales closing
- Warehousing functions
- Conflict resolution
- Call center procedures
- Cultural awareness
- Stress management
- Task prioritization
- Critical thinking
- Punctuality and reliability
- Tracking complaints
- Customer relations
- Order fulfillment
- POS systems expert
- Complaint handling
- Call management
- Problem-solving
- Follow-up skills
- Inbound and outbound calling
- Call center operations
- Empathy and patience
Affiliations
- I spend about 50% of my time helping me relatives with autism. I am a devoted employee and always strive to do my best. I am the one who is most willing to meet and go above what is expected of me.
Timeline
Customer Service Representative
365 personnel
01.2016 - Current
PM Shift Supervisor
Isle of Capri Casino
06.2014 - 02.2015
Server/ AM Supervisor /Head Bartender
Ruby Tuesdays Restaurant
03.2010 - 01.2014
AM Supervisor
Cold Stone Creamery
03.2007 - 09.2010
High School Diploma -
Northeast High School
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