Rholda Williams
New York,NY
Summary
Dedicated and experienced customer service professional with over 15 years in hospitality and guest relations, seeking a position as a Ticket Agent / Customer Service Representative at Delta Airlines. Committed to providing excellent service, handling high-pressure situations with ease, and ensuring passengers have a smooth travel experience from check-in to takeoff.
Overview
18
18
years of professional experience
2013
2013
years of post-secondary education
Work History
Food and Beverage Server
Harlem Tavern
New York, NY
08.2023 - Current
- Provided excellent customer service in a fast-paced dining environment.
- Collaborated with kitchen staff to ensure timely food delivery.
- Managed table settings and prepared dining areas for guests.
Food and Beverage Server
Red Rooster Harlem
New York, NY
06.2021 - 07.2023
- Managed table settings and prepared dining areas for guests.
- Assisted guests with menu selections and beverage recommendations.
- Maintained cleanliness and organization of the dining space.
Food and Beverage Server
Galleybay Resort and Spa
Antigua, West indies
04.2018 - 03.2021
- Processed customer orders accurately using point-of-sale system.
- Upsold daily specials to enhance guest dining experience.
- Handled cash and credit transactions in a secure manner.
Customer Service Representative
NCO Financial
Antigo, Wisconsin
02.2017 - 04.2018
- Assisted customers with inquiries and resolved issues efficiently.
- Processed customer requests using proprietary software systems.
- Collaborated with team members to enhance service delivery methods.
Customer Service Representative
DIGICEL Head Office
Antigo, Wisconsin
05.2014 - 12.2016
- Handled escalated complaints with professionalism and empathy throughout interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Food and Beverage Server
Jumbybay Resort and Spa
Antigua, West indies
11.2013 - 02.2014
- Maintained cleanliness and organization of the dining space.
- Provided exceptional service to high volume of daily customers.
- Followed proper sanitation standards when handling food and beverage items.
Food and Beverage Server
St James Club
Antigua, West indies
07.2012 - 01.2013
- Completed opening and closing checklists to ensure smooth restaurant operations.
- Assisted other servers as needed during peak periods or when short-staffed.
- Checked back with guests to ensure satisfaction with their meals.
Customer Service Representative
NCO Financial Group
Antigua, West indies
01.2011 - 07.2012
- Documented customer interactions in detailed reports for future reference.
- Educated customers on payment options and account management procedures.
- Trained new staff on customer service protocols and best practices.
- Monitored account statuses and followed up on outstanding balances promptly.
- Handled escalated complaints with professionalism and empathy throughout interactions.
Food and Beverage Server
Sandals Grande Antigua Resort and Spa
Antigua, West indies
08.2007 - 10.2010
- Explained menu items, describing ingredients and cooking methods upon request.
- Implemented feedback from customers to improve service quality and menu offerings.
- Presented menus and answered questions regarding items.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Set up tables in between patrons to reduce wait times.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
Education
Jennings Secondary School
Antigua, West indies School Leaving Certificate -
Bolans Primary School
09.1994 - 07.1999
Skills
Exceptional customer service and communication skills
Fast learner with excellent problem-solving abilities
Adaptable to shift work and fast-paced environments
Strong organizational and multitasking abilities
Conflict resolution and calm under pressure
Professional appearance and demeanor
Team player with leadership qualities
Timeline
Food and Beverage Server
Harlem Tavern
08.2023 - Current
Food and Beverage Server
Red Rooster Harlem
06.2021 - 07.2023
Food and Beverage Server
Galleybay Resort and Spa
04.2018 - 03.2021
Customer Service Representative
NCO Financial
02.2017 - 04.2018
Customer Service Representative
DIGICEL Head Office
05.2014 - 12.2016
Food and Beverage Server
Jumbybay Resort and Spa
11.2013 - 02.2014
Food and Beverage Server
St James Club
07.2012 - 01.2013
Customer Service Representative
NCO Financial Group
01.2011 - 07.2012
Food and Beverage Server
Sandals Grande Antigua Resort and Spa
08.2007 - 10.2010
School Leaving Certificate -
Bolans Primary School
09.1994 - 07.1999
Jennings Secondary School