Rachelle shain
Winter Haven,FL
Summary
Dynamic Customer Service Manager with a strong work ethic at Hiddin, enhancing satisfaction rates through effective issue resolution and process improvements. Expert in cash handling and guest engagement, I successfully reduced complaints and fostered loyalty, leveraging exceptional communication skills to drive team collaboration and elevate customer experiences.
Offering strong foundation in communication and problem-solving, eager to learn and grow in customer service management environment. Brings ability to quickly grasp essential customer service concepts and techniques, along with strong organizational and leadership skills. Ready to use and develop communication and problem-solving skills in new roles.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Hiddin
05.2025 - Current
- Led customer service team, enhancing response time and satisfaction rates.
- Implemented feedback systems to gather insights, driving process improvements and customer engagement.
- Analyzed customer interactions to identify trends, informing strategic decisions for service enhancements.
- Managed escalated issues effectively, ensuring timely resolutions and maintaining customer loyalty.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Server
Glory Days Grill
08.2024 - Current
- Collaborated with kitchen staff to fulfill orders efficiently and promptly.
- Assisted with menu recommendations, enhancing customer satisfaction and engagement.
- Maintained cleanliness and organization of dining area, adhering to health standards.
- Handled cash transactions and managed point-of-sale system accurately.
- Adapted quickly to changing priorities during busy service periods.
- Supported team members by sharing best practices for effective service delivery.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Returns Manager
Hiddin
06.2024 - Current
- Managed end-to-end returns process, ensuring timely and accurate processing of all returned items.
- Developed and implemented efficient procedures for handling product return inquiries and escalations.
- Collaborated with cross-functional teams to enhance return policies and customer satisfaction metrics.
- Analyzed trends in return data to identify root causes and recommend process improvements.
- Utilized inventory management software to track returned products and adjust stock levels accordingly.
- Maintained detailed records of returns transactions to support reporting and compliance requirements.
- Led initiatives to streamline the returns workflow, reducing turnaround time for processing refunds or exchanges.
- Unloaded, inspected, and stored damaged and returned products.
- Enhanced customer satisfaction by efficiently processing returns and resolving issues.
- Documented returned product details in online inventory tracking system.
Server
Lake Wales Family Restaurant
07.2023 - 09.2023
- Provided attentive service to guests, ensuring a positive dining experience.
- Accurately took and processed customer orders in a fast-paced environment.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Maximized table turnover rate by managing reservations and seating arrangements.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Contributed to inventory management by monitoring stock levels.
- Facilitated team-oriented atmosphere, assisting coworkers during rush periods to ensure smooth operations.
- Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
- Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
- Streamlined order-taking process to minimize wait times for diners.
- Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
- Improved dining experience by providing prompt, attentive service to guests.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Built rapport with guests to enhance their dining experience and encourage return visits.
- Adapted to diverse customer needs, providing personalized service that increased guest satisfaction.
- Assisted in planning and execution of special events, contributing to restaurant's reputation for hosting.
- Enhanced team efficiency, collaborating effectively in high-pressure settings.
- Managed inventory of dining supplies to prevent shortages during service.
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
- Ensured customer satisfaction with detailed attention to special dietary needs and preferences.
- Coordinated with kitchen staff to ensure order accuracy and timely preparation of dishes.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Education
High School Diploma -
Lake Wales High School
Lake WalesSkills
- Strong work ethic
- Exceptional customer service
- Cash handling
- Guest engagement
- Hospitality service expertise
- Memory retention
- Customer service
- Safe food handling
- Menu memorization
- Food running
- Team collaboration
- Food safety practices
- Table bussing
- Suggestive selling
- Allergy awareness
Certification
CPR certified
Languages
English
Native or Bilingual
Timeline
Customer Service Manager
Hiddin
05.2025 - Current
Server
Glory Days Grill
08.2024 - Current
Returns Manager
Hiddin
06.2024 - Current
Server
Lake Wales Family Restaurant
07.2023 - 09.2023
High School Diploma -
Lake Wales High School