Summary
Overview
Work History
Education
Skills
Tel
Special Awards
References
Languages
Timeline
Generic

Shawna Miller

Old Harbour District,Jamaica

Summary

I am a friendly, loyal and clearly dedicated individual who has an ambition to succeed in any environment. Although I have extensive experiences in customer service, I love to learn and I am always up for a challenge whatever the situation. I get along well with others and also work efficiently on my own. I am seeking a position where I can develop and excel while giving my best to an employer and my customers.

I seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Call Centre Agent, CSR

Optimum Jamaica
05.2022 - Current
  • Service inbound Customer Service and Technical Calls
  • Organize and escalate issues to appropriate personnel for a resolution
  • Troubleshoot Television/Internet and Home Security Systems via VOIP
  • Update customer accounts and modify services as requested via CRM tool
  • Maintain Confidentiality and monitor account activity to ensure customer security.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Learned and adapted quickly to new technology and software applications.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Call Centre Agent, C.S.R.

Advantage Communications Inc.
04.2021 - 05.2022
  • Generating Leads through calling customers
  • Meeting and Exceeding Sales Target
  • Coordinating Sales efforts with Marketing Programs
  • Understanding and Promoting company programs
  • Maintaining Client Records
  • Responding to Clients calls and Troubleshooting Technical problems with Client Accounts
  • Explaining basic readings of Bill payments and Billing Cycles to customers
  • Collecting Overdue and Current fees from customers
  • Supplying good customer service to set customer satisfaction
  • Understanding and Explaining Products and Services to customers.
  • Informed clients of policies and procedures.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Resolved caller issues quickly and thoroughly.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Established strong customer relationships, building recommendations and loyalty.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Followed up on customers' inquiries to assess satisfaction with provided solutions.
  • Processed customer orders quickly and accurately for timely delivery.
  • Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency''s success.
  • Adopted customer feedback in process and system improvement initiatives.
  • Presented feedback to management on customer service trends and improvement areas.

Mixologist/ Waitress

Russell’s T20 Restaurant and Sports Bar
01.2017 - 01.2020
  • Established a loyal customer base by consistently providing exceptional service and memorable experiences, leading to repeat business and positive word-of-mouth referrals.
  • Maintained quality of garnishes, juices, and other perishables by preparing new stock daily.
  • Upheld strict regulations for safe alcohol service and food safety.
  • Prepared garnishes by evenly slicing and pitting fruits.
  • Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
  • Provided exceptional customer service by engaging patrons in conversation while preparing their drinks efficiently and accurately.
  • Prepared classic, modern, and unique cocktails for each customer.
  • Maintained cleanliness and organization of the bar area, adhering to health code standards at all times.
  • Coordinated with event planning teams to design custom cocktail menus tailored specifically for private parties or special occasions.
  • Trained new bartenders on mixology techniques, customer service skills, and workplace safety guidelines.
  • Collaborated with kitchen staff to create pairings between cocktails and menu items, enhancing overall dining experience.
  • Enhanced customer experience by creating visually appealing and innovative cocktails.
  • Maintained an expert knowledge of classic cocktails as well as emerging trends in mixology to continually refine skillset.
  • Optimized guest satisfaction by promptly addressing any concerns or complaints related to beverage offerings or service quality.
  • Prepared custom drink orders by accurately measuring and mixing house ingredients.
  • Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
  • Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
  • Mixed unique and interesting cocktails for customers, including bar specials.
  • Tracked bar stock levels and promptly replenished low materials to prevent shortages.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
  • Helped management plan and serve bar menu exceeding customer expectations.
  • Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
  • Assisted with inventorying beverage stock and bar supplies.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Managed high volume of customers during peak hours, maintaining prompt and efficient service.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately retained loyal clientele.
  • Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.
  • Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.

C.S.R. Waitress/Mixologist, Team Leader, Head Waitress

Kaluga Group of Companies (Kaluga Kafe/Kaluga Gourmet Access)
01.2014 - 01.2017
  • Responsible for Promotions
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Provided comprehensive training for new team members, Customer Service, Mixologists, Sales and Services and other Valuable Techniques, resulting in faster onboarding and better overall performance.
  • Full Time Waitress
  • Mixologist
  • Managed high volume of customers during peak hours, maintaining prompt and efficient service.
  • Team Leader
  • Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
  • Head Waitress
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Participated and Certified in Customer Service Operations, Food and Beverages.
  • Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
  • Greeted new customers, discussed specials, and took drink orders.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
  • Ensured food safety compliance by adhering to proper handling procedures when serving dishes.
  • Demonstrated extensive menu knowledge, enabling personalized recommendations for guests based on preferences or dietary restrictions.
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Contributed to the restaurant''s positive reputation by consistently delivering exceptional service and building rapport with regular patrons.

Education

AIM /USA Colbourne College.
01.2019

Portmore Community College (PCC)
01.2017

Portmore Community College (PCC)
01.2014

Career Advancement Program (CAP)
01.2012

Tacius Golding High School
01.2011

Skills

  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Dependable and Responsible
  • Flexible and Adaptable
  • Multitasking Abilities
  • Excellent Communication
  • Computer Skills
  • Calm Under Pressure
  • Active Listening
  • Problem Resolution

Tel

(876)-560-3755

Special Awards

  • Most Improved Employee (Kaluga Group of Companies) - July 2015
  • Certificate of Completion (Eastlink Customer Service and Billing Support)
  • Certificate of Completion in Wine 101 Course (Introduction to Wines)
  • Certificate in Participation in Waitstaff Training (Kaluga Group of Companies)
  • Certificate of Completion of Sales Training
  • Certificate of Good Values and Attitudes (Tacius Golding High) - October 2011
  • Certificate of Good Values and Attitudes (Tacius Golding High) - November 2011

References

  • Courtney Virgo, Executive Chef./C.E.O., (876)-453-7062
  • Akeelie Dixon, Executive Chef/Culinary, (876)-292-6296

Languages

Spanish
Limited Working

Timeline

Call Centre Agent, CSR

Optimum Jamaica
05.2022 - Current

Call Centre Agent, C.S.R.

Advantage Communications Inc.
04.2021 - 05.2022

Mixologist/ Waitress

Russell’s T20 Restaurant and Sports Bar
01.2017 - 01.2020

C.S.R. Waitress/Mixologist, Team Leader, Head Waitress

Kaluga Group of Companies (Kaluga Kafe/Kaluga Gourmet Access)
01.2014 - 01.2017

AIM /USA Colbourne College.

Portmore Community College (PCC)

Portmore Community College (PCC)

Career Advancement Program (CAP)

Tacius Golding High School

Similar Profiles

CREATE PROFILE
Shawna Miller