Shayla Ho
Jacksonville ,FL
Summary
Customer-focused professional with over 9 years of experience in retail management, restaurant operations, and customer service support. Proven ability to lead teams, resolve complex customer concerns, and deliver high-quality service in fast-paced, high-volume environments. Adaptable at building rapport with diverse customers, managing escalated situations with professionalism, and balancing operational efficiency with exceptional guest experiences
Overview
6
6
years of professional experience
Work History
Waitress
Rio Restaurant & Lounge
Jacksonville, Florida
11.2023 - Current
- Demonstrated multitasking skills by balancing multiple tables and orders, ensuring prompt service to enhance guest satisfaction.
- Managed high-pressure situations with composure, consistently upholding service standards during peak hours.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Maintained a calm demeanor while resolving customer issues, contributing to a positive dining experience during busy shifts.
Studio Lead
JETSET Pilates
Jacksonville, Florida
08.2025 - 10.2025
- Identified customer needs to enhance service delivery.
- Assisted customers with requests and inquiries to elevate satisfaction.
- Performed daily operational tasks to maintain operational standards.
Waitress/Waitress Trainer
Yamas Lounge
Jacksonville, FL
09.2021 - 07.2023
- Resolved staff conflicts by actively listening to concerns and facilitating constructive dialogue.
- Cross-trained employees, enhancing team flexibility and collaboration.
- Maintained organized and safe environment, ensuring positive experiences for employees and patrons.
Restaurant Manager
Anh's Kitchen
Atlanta, Georgia
08.2020 - 09.2021
- Supervised daily restaurant operations and ensured smooth workflow among staff.
- Coordinated with kitchen staff to ensure timely food preparation and delivery, enhancing guest satisfaction.
- Resolved customer complaints professionally, reinforcing positive relationships with guests.
- Trained new employees on service standards and restaurant policies.
- Managed inventory levels and ordered supplies to ensure stock availability, supporting uninterrupted service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Maintained detailed records of sales transactions and daily shift reports.
Customer Service Agent
MCI Telecommunications
Jacksonville, FL
05.2020 - 09.2021
- Assisted high volume of customers daily with positive attitude, enhancing overall customer satisfaction.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Managed multiple tasks and projects simultaneously with high attention to detail and organization.
Health Services Data Support Representative
MAXIMUS
Jacksonville , FL
06.2020 - 09.2020
- Supported clients with inquiries about services and benefits, enhancing their understanding of available options.
- Assessed customer needs, identified issues, and provided solutions for customer inquiries.
- Provided technical support to customers via phone, email and chat.
- Recorded customer interactions and feedback to inform quality assurance processes and improve service delivery.
- Managed detailed records of customer interactions in CRM system to ensure accurate tracking and follow-up.
- Adhered to company policies and procedures while providing excellent customer service.
Education
High School Diploma -
Samuel W. Wolfson High
Jacksonville, FL05-2018
No Degree - Esthetician
Alpha School of Massage
Jacksonville, FL11-2023
Skills
- Team leadership
- Customer service
- Time management
- Strong multitasking
- Active listening
- Performance improvement
- Critical thinking
- Data entry
- Customer relationship management
- Conflict resolution
- Effective communication
- Problem solving
- Service excellence
- Complaint resolution
- Service prioritization
- Reliability and punctuality
- Staff training
- POS terminal operation
- Menu knowledge
- Inventory control
- Relationship management
Timeline
Studio Lead
JETSET Pilates
08.2025 - 10.2025
Waitress
Rio Restaurant & Lounge
11.2023 - Current
Waitress/Waitress Trainer
Yamas Lounge
09.2021 - 07.2023
Restaurant Manager
Anh's Kitchen
08.2020 - 09.2021
Health Services Data Support Representative
MAXIMUS
06.2020 - 09.2020
Customer Service Agent
MCI Telecommunications
05.2020 - 09.2021
High School Diploma -
Samuel W. Wolfson High
No Degree - Esthetician
Alpha School of Massage