Samantha Dell
Waterloo,IL
Summary
Experienced hospitality professional skilled in team training and complex problem-solving. Successfully developed staff competencies while consistently delivering outstanding service, resulting in increased customer satisfaction and loyalty.
Experienced with customer relationship management, ensuring high levels of customer satisfaction and retention. Utilizes persuasive communication techniques to drive sales and foster customer loyalty. Track record of effectively collaborating with team members to achieve sales objectives and maintain positive store environment.
Overview
25
25
years of professional experience
Work History
Bartender
Catfish's Sandy Ridge Again
Cahokia, IL
11.2024 - Current
- Prepared and served a variety of cocktails, ensuring quality and consistency.
- Maintained cleanliness and organization of bar area to enhance customer experience.
- Assisted in inventory management, tracking stock levels and ordering supplies as needed.
- Engaged with customers to provide personalized service and recommend drink selections.
- Handled cash transactions accurately, ensuring proper change and payment processing.
- Served high customer volumes during special events, nights, and weekends.
Bartender
Triplelakes Tavern
Dupo, IL
10.2016 - 11.2024
- Trained new staff on bar procedures, safety protocols, and customer service standards.
- Resolved customer inquiries and complaints promptly to maintain satisfaction levels.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Collaborated with kitchen staff to synchronize food and beverage orders efficiently.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
Team Leader Manager
Convergys, AT&T
Arnold, MO
01.2010 - 04.2017
- Led team of customer service representatives to enhance client satisfaction and retention.
- Implemented training programs that improved employee performance and morale.
- Analyzed operational workflows to identify inefficiencies and recommend improvements.
- Coordinated cross-functional communication between departments for seamless project execution.
- Developed performance metrics to assess team productivity and effectiveness.
- Mentored junior team members, fostering skill development and career growth.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
Quality Control Inspector
Belleville Shoe Company - Belleville
Belleville, IL
01.2001 - 03.2010
- Conducted thorough inspections of finished products to ensure compliance with quality standards.
- Collaborated with production teams to identify defects and implement corrective actions promptly.
- Utilized precision measurement tools to assess product dimensions and performance specifications accurately.
- Analyzed quality data trends to drive continuous improvement initiatives within production workflows.
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
Education
High School Diploma -
Waterloo High School
Waterloo01-2009
Skills
- Customer service
- Complex Problem-solving
- Payment processing
- Hospitality service expertise
- Team training and development
- Task prioritization
- Active listening
- Professionalism
- Written communication
- Customer needs assessment
- Computer skills
- Administration and reporting
- Positive attitude
- Call center experience
- Complaint resolution
- De-escalation techniques
- Filing
- Spreadsheets
- Call escalation
- Work prioritization
- Product and service sales
- Record keeping
Timeline
Bartender
Catfish's Sandy Ridge Again
11.2024 - Current
Bartender
Triplelakes Tavern
10.2016 - 11.2024
Team Leader Manager
Convergys, AT&T
01.2010 - 04.2017
Quality Control Inspector
Belleville Shoe Company - Belleville
01.2001 - 03.2010
High School Diploma -
Waterloo High School