Shea Workman
New Smyrna Beach,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Professional
Longhorn Steakhouse
Delray Beach, FL
11.2022 - Current
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Recognized by management for consistently surpassing performance targets and demonstrating a strong commitment to the organization''s customer-centric values.
- Conducted thorough research to provide accurate information, enhancing the overall customer experience.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high-quality service standards by adhering to company policies and procedures.
Front of House Manager
Mulligans Beach House Bar & Grill
Lake Worth, FL
12.2013 - 06.2016
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
- Trained new hires on company policies, procedure, s as well as proper food handling techniques which resulted in reduced turnover rates.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Performed cash handling activities and secured nightly bank deposits.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
Host, Server, Bartender, Employee Trainer
Red Lobster
Huntington, WV
08.2004 - 05.2012
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
Education
Marshall University
Huntington, WVSkills
- Payment Processing
- De-Escalation Techniques
- Quality Assurance
- Product or Service support
- Feedback Handling
- Active Listening
- Data Entry
- Staff education and training
- Sales expertise
- Product Knowledge
- Conflict Mediation
- Coordination
- POS systems expert
- Order Fulfillment
- Stock management
- Call Management
- Complaint Handling
- Store maintenance
- Customer Service
- Problem-solving abilities
- Customer Relations
- Team Development
- Money handling abilities
- Scheduling
- Quality Control
- Staff Training
- Administrative Support
Certification
State of Florida Food Safety Certified in Management
Timeline
Customer Service Professional
Longhorn Steakhouse
11.2022 - Current
Front of House Manager
Mulligans Beach House Bar & Grill
12.2013 - 06.2016
Host, Server, Bartender, Employee Trainer
Red Lobster
08.2004 - 05.2012
Marshall University