Rickayla Hewitt
West Haven,CT
Summary
Dynamic Guest Service Specialist with a proven track record at IBEX Global, excelling in customer service and problem-solving. Leveraged active listening and de-escalation techniques to resolve conflicts, enhancing customer loyalty and retention. Recognized for efficiently handling escalated calls, ensuring satisfactory outcomes for clients and the company alike.
Overview
1
1
year of professional experience
Work History
Guest Service Specialist
IBEX Global
07.2024 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
- Managed over 50 calls per day.
Restaurant Hostess
Timber Lounge
12.2023 - 03.2024
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
- Supported needs of 50+ person wait staff who attended to specific needs of countless customers daily for a well-known restaurant with social relevancy and intentionality.
Education
Associate of Science - Nursing
Gateway Community College
New Haven05-2028
Associate of Science - Allied Healthcare
University of The Commonwealth Caribbean
Kingston, Jamaica07-2024
High School Diploma -
St Hugh's High School
Kingston, Jamaica06-2022
Skills
- Customer service
- Team collaboration
- Active listening
- Problem solving
- Call center experience
- Computer proficiency
- Follow-up skills
- De-escalation techniques
Languages
English
Timeline
Guest Service Specialist
IBEX Global
07.2024 - 11.2024
Restaurant Hostess
Timber Lounge
12.2023 - 03.2024
Associate of Science - Nursing
Gateway Community College
Associate of Science - Allied Healthcare
University of The Commonwealth Caribbean
High School Diploma -
St Hugh's High School
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