Renita Taylor
McDonough,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
ERS Solutions
Atlanta, GA
06.2017 - Current
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered inbound calls, chats and emails to facilitate customer service.
- Oversaw warranty counseling process to manage expense controls.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Supported sales team members to drive growth and development.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Took special orders in person and over telephone, generating additional revenue every month.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted available products and services to customers during service, account management and order calls.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Excelled in exceeding daily credit card application goals.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Improved customer service wait times to mitigate complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Led on- and off-site customer support teams across multiple time zones.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Strengthened customer retention by offering discount options.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Completed day-to-day duties accurately and efficiently.
- Maintained schedule of class assignments to meet deadlines.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Shift Supervisor
Jackmont Hospitality Inc.
Atlanta, GA
01.2012 - 05.2023
- 10 year experience in a high volume restaurant in the world busiest airport in th world.
- Working knowledge of high volume restaurant operations, and safe, responsible alcohol service.
- Standard food preparation/presentation
- Wine and Liquor knowledge
- GA Food Service Safety Certification
- Explained goals and expectations required of trainees.
- Worked directly with servers for more than ten shifts during training process.
- Facilitated team building activities to promote collaboration among staff members.
- Monitored training costs and prepared budget reports to justify expenditures.
Bartender
Concessions Paschals
Atlanta, GA
03.2018 - 11.2022
- Made friendly conversation with customers to provide enjoyable bar experience.
- Arranged bottles and glasses behind bar to make attractive displays.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Greeted customers and provided excellent customer service.
- Completed regular bar inventories and daily requisition sheets.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Provided drink suggestions to customers based on their preferences.
- Balanced daily registers and generated sales reports for management.
- Stayed up-to-date on latest mixology trends, bar equipment, and sanitation standards.
- Described drink flavors and taste profiles to customers to help with ordering decisions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Adhered to state regulations regarding serving alcohol responsibly.
- Greeted guests with friendliness and professionalism.
- Remained calm and poised during busy periods, promoting great customer service to guests.
Banquet Server
Concessions International LLC.
Atlanta, GA
02.2006 - 12.2012
- Resolved guest complaints to maintain complete customer satisfaction.
- Offered samples of new ice cream flavors to guests, promoting new flavors, special combinations and upselling to more expensive selections such as sundaes, waffle cones and special toppings.
- Portioned, plated and garnished menu items to meet company standards.
- Engaged pleasantly with patrons and delivered information on beverage specials to encourage positive dining experience.
- Participated in ongoing training to enhance job skills and knowledge.
- Totaled checks and used cash register to accept payment for services.
- Greeted guests upon arrival and provided assistance throughout the event.
- Maintained cleanliness of work area throughout shift including tables, chairs and floors.
- Upheld exceptional food, beverage and service standards to surpass customer expectations.
- Changed table settings between courses as necessary.
- Prepared final bills for customers at conclusion of meal.
- Presented meal options to help patrons select food and beverages.
- Cleared away used plates and utensils following end of meal service.
- Adhered to sanitation and safety policies, protecting establishment, and patrons.
- Walked among tables and refilled water and beverage glasses or took orders for more drinks and food.
- Used clear communication to relay food and drink orders to kitchen staff.
- Provided refills on drinks as requested by customers.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Answered questions regarding menu items and assisted guests in making selections.
- Ensured that all dishes were served at the correct temperature.
- Prepared or assisted in preparing variety of food in accordance with departmental work production standards.
- Transmitted orders to bar and kitchen staff by recording customer choices on POS system or notepad.
- Greeted arriving guests and escorted each to assigned tables, took drink orders and answered questions about events.
- Communicated with chefs regarding any special requests from guests.
- Verified food tray contents and transported each from kitchen to banquet hall.
- Prepared for busy periods by restocking stations and maintaining clean work areas.
- Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.
- Shared thorough knowledge of menu items and cooking methods with customers.
- Carried appetizer and drink trays around events and maneuvered around guests and furniture without spilling.
- Removed and replaced dirty dishes and utensils to maintain table settings.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Inspected completed meals against individual orders to verify accuracy.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Modified existing software systems to enhance performance and add new features.
- Maintained updated knowledge through continuing education and advanced training.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Education
Associate of Arts - Early Childhood Education
Georgia State University
Atlanta, GA05-2016
Skills
- Scheduling
- Data Entry
- Call Management
- Appointment Scheduling
- Complaint Resolution
- Consultative Sales
- Coordination
- Customer Relations
- Retail Marketing
- Research
- Prioritization
- Customer Service
Timeline
Bartender
Concessions Paschals
03.2018 - 11.2022
Customer Service Representative
ERS Solutions
06.2017 - Current
Shift Supervisor
Jackmont Hospitality Inc.
01.2012 - 05.2023
Banquet Server
Concessions International LLC.
02.2006 - 12.2012
Associate of Arts - Early Childhood Education
Georgia State University
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