Shaina Maliszewski

Oswego,NY

Summary

Experienced Senior Customer Service Executive with strong background in customer relationship management. Proficient in leading teams and managing operations to ensure seamless service delivery. Strong interpersonal, problem-solving, and communication skills, coupled with ability to handle high-pressure situations effectively. Proven record of improving customer satisfaction and driving customer loyalty in previous roles.

Overview

years of professional experience

Work History

Bartender

G.S. Steamer's

Oswego, NY

10.2022 - Current

Greeted customers and provided excellent customer service.
Provided drink suggestions to customers based on their preferences.
Upsold customers from shelf to premium brands to help boost sales.
Trained new bartenders on drink preparation and upselling techniques.
Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
Planned and coordinated special events to boost customer numbers and profits.
Effectively multitasked within fast-paced environment.

FOH Supervisor

The Dunedin Smokehouse

Dunedin, FL

01.2021 - 08.2022

Implemented new policies or procedures as directed by upper management.
Kept up with current trends in the industry to maintain high level of service excellence.
Assigned tasks to FOH employees based on their skill set and availability.
Monitored cash flow at all times to ensure accuracy in financial transactions.
Established clear communication between FOH staff members by providing regular updates during shifts.
Responded quickly to any operational issues that arose throughout the shift.
Handled complaints, settled disputes and resolved customer conflicts.

Skills

Performance Improvement
Follow-up skills
Organizational ability
Account Management
Customer service expertise
De-Escalation Techniques

Calm & Professional Under Pressure
Interpersonal Communication
Remote Office Availability
Self Motivation
Problem-solving aptitude
Reliability

Related Experience

Senior Team Lead/Customer Service Executive

BUDDI LLC - Palm Harbor, Florida

Jan 2016 - Jul 2021

Trained new staff in relevant processes and procedures.
Provided technical support during system upgrades or implementations that impacted business operations or processes.
Verified customer information and processed orders accurately.
Analyzed performance metrics on a regular basis to identify areas needing improvement.
Ensured quality standards were met throughout all customer interactions.
Answered incoming customer inquiries via phone, email and live chat.
Assisted in training new Customer Service Representatives when needed.
Participated in team meetings to discuss best practices for retention strategies.
Provided feedback on current procedures based on experience gained while handling escalated cases.
Communicated effectively with customers via telephone or email regarding their complaint resolution status updates.
Developed strategies to respond quickly and accurately to customer inquiries while maintaining a high level of customer satisfaction

Timeline