RUTH MILLS

• Same as Adecco/Computershare description
• I have been trained on various skill sets: TA (including TWDC/METL&BHFC), Restricted, Broker Line, Private Market, ESPP & SOP
• Also have helped with training through shadowing shifts as well as providing coverage in chat pods for academy when new hires go live on calls.

• Answer incoming calls from shareholders & 3rd parties
• Use active listening and probing questions resolve issues/concerns
• Adhere to security & documenting procedure to ensure accountability
• Provide empathy when necessary
• Maintain professional/courteous tone with callers.

• Responding to 50+ inbound calls per shift
• Maintaining high level of confidentiality as well as HIPAA compliance while handling sensitive personal information of customer
• Use of active listening and probing questioning when needed to ensure successful solutions to customer's inquiries
• Documentation and detailed notes of each call to communicate with other agents, if needed, for the customer
• Multitasking by using multiple company given software programs to acquire information needed
• Contacting doctors, pharmacy and hospitals to personally research / resolve customer issues
• Worked outbound welcome calls and information confirmation with customers.

• Chose to quit my job of 10 years to focus on family management and raising my daughter while her father traveled for work

BAR

• From the opening of the new restaurant site: interviewing & hiring, contacting vendors, set up of bar displays, storage arrangement, inventory sheets etc. to ensure we were ready to open
• Overseeing training scheduling, coaching and development of bar staff
• Continually educating all FOH staff on beer & liquor as well as suggestive selling & upselling
• Maintained a consistent weekly liquor cost of 25%-27%
• Balanced liquor orders and beer pars to ensure our on hand inventory did not exceed 10% of our average weekly sales
• Scheduling staff in order to maintain needed coverage while adhering to labor cost projections.

SERVICE

• Planned all FOH scheduling while maintaining budgeted labor hours based on projected weekly sales
• Maintained staffing pars through interviewing, hiring and overseeing training was done thoroughly
• Scheduling staff in order to maintain needed coverage while adhering to labor cost projections
• Motivated staff through positive reinforcement & empowerment by delegating responsibilities and following up on their completion
• Continually educating all FOH staff on suggestive selling, up-selling, service steps and food safety.

KITCHEN

• Interviewing, hiring, and overseeing training of BOH employees
• Maintaining a weekly food cost of 29%-31%
• Setting daily prep quotas based on predicted sales to help prevent shortage or loss
• Balanced ordering of food and supplies to properly control our products on hand
• Maintained high standards of food safety and recipe adherence
• Development of BOH staff by requiring them to learn all stations on the cook line, prep procedure, as well as the dish station within 3 months of employment to ensure adequate kitchen coverage
• Scheduling staff in order to maintain needed coverage while adhering to labor cost projections.

• From the opening of the new restaurant site: interviewing & hiring, contacting vendors, set up of bar displays, storage arrangement, inventory sheets etc, to ensure we were ready to open
• Overseeing training scheduling, coaching and development of bar staff
• Continually educating all FOH staff on beer & liquor as well as suggestive selling & upselling
• Maintained a consistent weekly liquor cost of 25%-27%
• Balanced liquor orders and beer pars to ensure our on hand inventory did not exceed 10% of our average weekly sales
• Scheduling staff in order to maintain needed coverage while adhering to labor cost projections
• Involved in developing a new market where O'Charley's had never had a store location before
• Cultivating the O'Charley's culture to many who had never known of the O'Charley's concept
• Scheduling staff in order to maintain needed coverage while adhering to labor cost projections.

• Opened 33 new stores in 12 states
• Taught seminars to large groups of 60-120 members
• Involved in the training of Managers, FOH & BOH employees
• Developed training syllabus & seminars used in both new store and in store training
• Training of team members to effectively teach seminars
• Scheduling and placement of team members in specific areas to observe and assist during operating hours of the new store
• After a new store opening, staying 2-8 weeks to ensure successful execution of all aspects of the restaurant
• Developed a mentoring program assigning training team members with key team members from each new store for any assistance after the opening team leaves location.