Shavona Hooks
Phoenix,AZ
Summary
Professional with hands-on experience in collaborative environments, prepared to contribute to project success. Known for reliability and adaptability in meeting dynamic team needs. Exhibits strong organizational abilities and effective communication skills.
Overview
10
10
years of professional experience
Work History
GIHD CSR
Peckham
10.2022 - Current
- Provided customer service support to customers over the phone and by email.
- Identified customer needs and provided appropriate solutions.
- Researched required information using available resources.
- Participated in team meetings or training sessions when necessary.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored new employees on procedures and policies to maximize team performance.
TSR (Training Support Rep)
Peckham Inc
10.2022 - 11.2024
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to positive work environment by actively participating in team-building activities.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
TO GO SPECIALIST
51ST AVE CAFE
10.2021 - 10.2022
- Greeted customers in a friendly manner and took orders for to-go items.
- Operated cash register, collected payment from customers and provided change when necessary.
- Prepared special orders according to customer requests while maintaining high standards of quality assurance.
- Verified accuracy of all orders before packing them into bags or containers for take-out.
- Maintained cleanliness of the restaurant by wiping tables, sweeping floors, cleaning windows, counters and other surfaces as needed.
- Kept track of inventory levels and restocked shelves with supplies such as condiments, napkins and utensils.
- Received incoming deliveries from vendors and checked contents against purchase orders for accuracy.
- Processed payments for take-out orders using POS system or credit card machine accurately and efficiently.
- Received payments, returned accurate change and closed checks in POS system.
Head Bartender
Olive Garden
08.2018 - 10.2021
- Ensured that all liquor laws were followed during service hours.
- Trained new bartenders on proper techniques for mixing drinks and pouring beers.
- Maintained a clean work area with appropriate safety standards according to health regulations.
- Enforced responsible alcohol consumption among customers by ensuring that no one was over-served or served underage patrons.
- Provided excellent customer service by attending to guests' needs promptly and courteously.
- Monitored cash register transactions throughout the shift to ensure accuracy of sales data.
- Handled food orders from customers seated at the bar.
- Checked identification of patrons who appeared under age 30.
- Performed opening and closing duties such as setting up glasses and bar equipment and restocking items.
- Managed high volume of shift customers and simultaneously assisted restaurant servers with diverse needs.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Upsold customers from shelf to premium brands to help boost sales.
- Introduced new seasonal and special events menu items to successfully increase monthly sales.
- Displayed and retained extensive knowledge of liquors, wines and entrees.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Balanced daily registers and generated sales reports for management.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Poured wine, beer and cocktails for patrons.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Effectively multitasked within fast-paced environment.
- Greeted guests with friendliness and professionalism.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Arranged bottles and glasses behind bar to make attractive displays.
- Neatly sliced and pitted fruit for garnishing drinks.
- Persuaded highly intoxicated customers to stop drinking and arranged alternative transportation.
Head Server
Applebee's Grill + Bar
08.2014 - 10.2018
- Explained daily specials and made recommendations upon request.
- Assigned duties to servers and monitored their performance.
- Ensured that all tables were properly set up with appropriate supplies.
- Monitored the dining room for cleanliness, proper table maintenance, and customer satisfaction.
- Supervised service staff in providing quality service to customers in a timely manner.
- Managed cash register operations including ringing up orders and processing payments accurately.
- Coordinated food delivery from kitchen to ensure accuracy of order placement and timeliness of service.
- Maintained an efficient working environment by ensuring all areas were stocked with necessary equipment and supplies.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Calculated charges, issued table checks and collected payments from customers.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Provided exceptional service to high volume of daily customers.
Education
GED -
CLEARFIELD JOB CORPS CENTER
10-2000
Skills
- Complaint Handling
- CRM Software
- Inbound and Outbound Calling
- Scheduling
- Appointment Scheduling
- Customer Education
- Microsoft Office expertise
- Positive and professional
- Professional telephone demeanor
- Building rapport
- Adaptive team player
- Microsoft PowerPoint
- Staff Training
- Fast learner
- Team collaboration
- Goal-oriented mindset
- Outstanding communication skills
- Problem-solving abilities
- Multitasking
- Team building
- Team leadership
- Experience in leadership
Employee Of The Month August
I received Employee of the month for the hard work I did for my training classes and Help with Supervisors reports and Teams.
Timeline
GIHD CSR
Peckham
10.2022 - Current
TSR (Training Support Rep)
Peckham Inc
10.2022 - 11.2024
TO GO SPECIALIST
51ST AVE CAFE
10.2021 - 10.2022
Head Bartender
Olive Garden
08.2018 - 10.2021
Head Server
Applebee's Grill + Bar
08.2014 - 10.2018
GED -
CLEARFIELD JOB CORPS CENTER
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