Summary
Overview
Work History
Skills
Timeline
Generic

Rebecca Sheward

Tallahassee,FL

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Shiftsmart
Tallahassee, FL
03.2020 - 02.2022
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Updated databases with new and modified customer data.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Set up and activated customer accounts.

Salesperson

Waffle House
Tallahassee, FL
08.2011 - 07.2019
  • Provided excellent customer service to ensure satisfaction.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Performed opening and closing duties such as setting up the dining area, restocking supplies.
  • Provided exceptional service to high volume of daily customers.
  • Took orders from customers accurately and in a timely manner.
  • Handled money transactions accurately while following company procedures for handling cash payments.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
  • Displayed enthusiasm and knowledge about restaurant's menu and products.
  • Responded efficiently to guest inquiries and complaints in a professional manner.
  • Communicated effectively with kitchen staff regarding customer allergies or special requests.
  • Delivered food orders promptly and courteously.
  • Cleaned tables and chairs to prepare dining area for next customers.
  • Assisted in training new servers.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
  • Followed health safety guidelines when preparing and serving food products.
  • Served food and beverages to patrons and immediately remedied issues with orders.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Upheld high standards of sanitation in accordance with health department regulations.
  • Trained new employees on restaurant procedures and plating techniques.
  • Monitored dining room for cleanliness and proper set-up at all times.
  • Checked food before serving it to customers.
  • Presented menus to patrons to answer questions about offered items and make suitable recommendations.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Trained new employees to perform duties.
  • Stocked service areas with supplies during slow periods.
  • Prepared checks, itemizing total meal costs and taxes.
  • Filled condiments and napkin containers during slack periods.
  • Set up tables in between patrons to reduce wait times.
  • Responded to ad hoc cleaning duties at end of shift.

Server Assistant Manager

IHOP
Pensacola, FL
09.2008 - 02.2011
  • Monitored inventory levels to ensure sufficient stock was available at all times.
  • Ensured compliance with all food safety regulations and established quality standards.
  • Trained, supervised and evaluated staff on proper service techniques, sanitation standards and menu items.
  • Coordinated with kitchen staff to ensure timely delivery of orders to customers' tables.
  • Promoted team spirit among restaurant staff by encouraging cooperation between departments.
  • Assisted in the development and implementation of new menu items and promotions.
  • Regularly inspected dining areas for tidiness, cleanliness and appearance.
  • Implemented effective strategies aimed at improving efficiency within the restaurant operations.
  • Provided superior customer service by anticipating guests' needs and responding promptly to their inquiries.
  • Maintained current knowledge of industry trends related to hospitality services.
  • Resolved customer complaints in a professional manner while maintaining high level of customer satisfaction.
  • Maintained accurate records of daily transactions such as sales, invoices and payments.
  • Maintained table setting by removing courses, replenishing utensils, and refilling drinks.
  • Served orders by picking up and delivering customers' choices from bar and kitchen.
  • Communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.
  • Provided information about menu selections and made recommendations.
  • Motivated staff through acknowledgment of hard work and achievements.
  • Oversaw food preparation and safety protocols to comply with federal, state and local regulatory guidelines regarding food service.
  • Pitched in to deliver food and beverages to tables during high-volume periods.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Worked in close collaboration with team members to ensure customers received high-quality service.
  • Trained new employees to perform duties.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Delegated work to staff, setting priorities and goals.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Resolved problems or concerns to satisfaction of involved parties.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Skills

  • Appointment Scheduling
  • Inbound and Outbound Calling
  • Consultative Sales
  • Product Knowledge
  • Complaint resolution
  • Information Security
  • Data Collection
  • Account updating
  • Report Generation
  • Scheduling
  • Customer Service
  • Critical Thinking
  • Problem-solving abilities
  • Adaptive team player
  • Customer Education
  • Professional telephone demeanor
  • Tactful and diplomatic
  • High-energy attitude
  • Follow-up skills
  • Positive and professional
  • Multi-Task Management
  • Conflict Resolution
  • Call Center Operations
  • Typing proficiency
  • Reading Comprehension
  • Quality Assurance Controls
  • Problem Resolution
  • Complaint Handling
  • Courteous demeanor
  • Prioritization
  • Quality Control
  • Call triaging
  • Team Development
  • Computer Skills
  • Honest and dependable
  • Basic Math

Timeline

Customer Service Representative

Shiftsmart
03.2020 - 02.2022

Salesperson

Waffle House
08.2011 - 07.2019

Server Assistant Manager

IHOP
09.2008 - 02.2011

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Rebecca Sheward