Samantha Barnes

Results-driven with over five years of experience driving revenue growth and building high-performance

goals. Proven expertise in strategic planning, operational efficiency, and customer relationship

management. A visionary leader with a track record of delivering exceptional results in a highly

competitive industr

• Used a consultative approach with home décor expertise to inspire customers to create tile design solutions
• Field requests and inquiries from customers, vendors, and members of the Showroom Team
• Developed product knowledge to assist cliental
• Identified and contacted new leads to generate future business
• Cooperated with team leaders to identify the best products to increase sales
• Broadened communication and relationship development skills
• Assisted with in-store and off-site events and programs.

• Manage large amounts of incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies.

• Trained employees on the proper procedures for serving food and drinks
• Managed wait staff team and monitored performance
• Kept track of inventory, ordered and replenished stock as necessary
• Oversaw maintenance of restaurant
• Organized and conducted pre-shift meetings communicating pertinent information to the staff, such as house count and menu changes
• Scheduled and directed staff in their work assignment
• Ensured the highest level of customer service & guest satisfaction
• Opened & closed the restaurant when needed
• Gave guidance toward improvement and make necessary adjustments for consistency
• Maintained high standards for customer service and ensured our guest's expectations are consistently met
• Interacted with guests, addressed inquiries and concerns promptly, and resolved any issues that may arise
• Moved throughout facility and kitchen areas to visually monitor and take action to ensure food quality and service standards are met
• Led kitchen operations alongside or in place of the Kitchen Manager when they are absent
• Collaborated with the manager to develop and implement strategies to increase sales and market share
• Fostered a positive and enjoyable work environment that promoted teamwork and professional growth

• Informed servers of allergies, celebrations, or special requests from the customers
• Plotted the floor plan
• Welcomed all customer with a friendly attitude to create an excellent first impression
• Communicated with supervisors & teams in the event of a significant matter
• Helped where necessary to get guests seated quickly
• Provided accurate wait times & monitor waiting list
• Coordinated with wait staff about available seating options
• Followed brand-specific operational policies and procedures including those for cash and credit card handling safety and security and all other policies procedures and standards
• Obtained knowledge on menu items and how dishes are prepared to be able to answer any questions about daily specials
• Handled booking of reservations, proficiently solved seating problems, and troubleshooted any phone inquiries from customers

• Answering inbound calls and providing inquiry resolutions in a timely and professional manner while

maintaining a goal of 1st call resolution, as well as making outbound calls, as directed.

• Providing accurate and up-to-date responses to all inquiries; utilizing the tools and resources available

to stay knowledgeable on each contracted program.

• Educating callers on matters associated with the program

• Accurately documenting call information in the database to include the issue, action, and resolution.

• Identifying the need for escalation when the inquiry cannot be solved on 1st contact and/or requires

a higher level of research.

• Providing callers with a positive experience while supporting compliance expectations for the

program(s).

• Meeting Quality Control requirements and other key performance metrics to ensure DIRAD’s success

in meeting our clients’ needs, contract requirements and contributing to a positive relationship between

the call center and the client.

• Being a reliable team member; consistently showing up for all scheduled shifts, starting shifts on-time

and ending shifts at the designated time.

• Assisting leadership with delegated tasks and tickets.

• Assisted over a thousand callers per month.