Shawnda Hegie
Baltimore,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in 16yr industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Dinning Service Professional
Lorien Health Services
01.2019 - Current
- Explained menu items and suggested appropriate options for food allergy concerns.
- Participated in ongoing professional development opportunities to stay current on industry trends and improve service offerings continually.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Worked well in a team setting, providing support and guidance.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
Front Desk Receptionist
Lorian Health Service
08.2018 - 01.2019
- Developed strong working relationships with team members, fostering a positive work environment.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Resolved customer problems and complaints.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Handled assignments independently with good judgement and critical thinking skills.
- Proven ability to learn quickly and adapt to new situations.
Dinning Service Professional
Maryland Masonic Homes
08.2016 - 07.2018
- Maintained clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Elevated customer satisfaction through followup and enthusiastic customer service.
- Successfully maintained an orderly workspace under pressure by clearing tables promptly after diners'' departures.
- Mastered menu knowledge to provide accurate information and helpful suggestions to guests.
- Handled special requests from guests to build positive relationships by meeting off-menu customer needs.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Restocked supplies during downtime to continue meeting customer demand for products and services.
Dinning Server
Hilton
06.2009 - 08.2016
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Coordinated meal pacing with precision by monitoring table progress throughout the dining experience closely.
- Contributed to teamwork efforts in the restaurant, supporting both front-and back-of-house team members as needed.
- Engaged in suggestive selling and other sales techniques.
- Displayed excellent teamwork skills while working alongside fellow team members in a fast-paced environment.
- Greeted guests pleasantly and answered menu questions.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Arrived to work in uniform and presentable in appearance to meet restaurant standards.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Greeted customers and answered inquiries regarding menu items and specials.
- Handled cash transactions accurately and efficiently, ensuring proper cash handling procedures were followed.
Education
GED -
Frederick Douglass High School
Baltimore, MD06.2006
Skills
- Tableside Service
- Guest Engagement
- Bill computation
- Warm and Friendly
- Memory retention
- Sales Techniques
- Food Safety Standards
- Upselling
- Report Preparation
- Documentation
- Administrative Skills
- Customer/Client relations
- Multi-Line Phone Systems
- Verbal and written communication
Timeline
Dinning Service Professional
Lorien Health Services
01.2019 - Current
Front Desk Receptionist
Lorian Health Service
08.2018 - 01.2019
Dinning Service Professional
Maryland Masonic Homes
08.2016 - 07.2018
Dinning Server
Hilton
06.2009 - 08.2016
GED -
Frederick Douglass High School
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