Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Su'Ryah Cullins

Customer Service Manager
Houston,TX

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

12
12
years of professional experience
2
2
Certifications

Work History

Manager

Vision Lounge
Houston, TX
04.2022 - Current
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Increased staff performance and engagement via motivational leadership.
  • Raised club traffic and brand reach with innovative online promotions.
  • Recruited, hired and trained to develop high-performing staff.
  • Restored customer loyalty by resolving complaints with workers, activities or services rendered.
  • Assigned work to staff, set schedules and motivated strong performance in key areas.

Policy Specialist

Progressive
Houston, TX
01.2022 - 09.2022
  • Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Responded to customer calls swiftly to resolve issues and answer questions.

Bartender

Houston Livestock Show And Rodeo
Houston, TX
02.2022 - 03.2022
  • Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Prepared for events by setting up bar, stocking supplies and arranging tables.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.

Bartender

Kapri Ultra Lounge
Houston, TX
10.2021 - 02.2022
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Trained 6 new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
  • Served high customer volumes during special events, nights and weekends.

Customer Service Representative

Veterans Evaluation Services
Houston, TX
10.2021 - 01.2022
  • Responded to customer requests for products, services and company information.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained and managed customer files and databases.
  • Placed outbound customer service calls to follow up on issues.

Vip Menu Operator

Uber Eats
HOUSTON, TX
03.2021 - 06.2021
  • Successfully expanded menu options, arranging limited-time-offered food selections for popular restaurants such as Zoe’s Kitchen, Taco Bell, McDonald’s, and Wing Stop
  • Personally reduced order cancellations by 85% by identifying and resolving order cancellation issue
  • Implemented a series of critical business processes and created training SOPs for employees, enhancing onboarding efficiency and impact.

Senior Menu Operations Coordinator

Postmates
Nashville, TN
12.2018 - 03.2021
  • Personally reviewed and revitalized menus, becoming a brand ambassador for Top 150 Strategic Brand Restaurants, including McDonald’s, Zoe’s Kitchen, and Taco Bell
  • Directed a team of 10, creating, delegating, and supervising assigned weekly tasks and providing weekly reports to upper management
  • Expertly coordinated onboardings and created key menu updates, closely tracking data to uncover and pinpoint root cause analysis
  • Reviewed and prepared impactful new hire training processes and procedures.

Content Specialist

Postmates
Nashville, TN
04.2018 - 12.2018
  • Held responsibility to report 1000 weekly updates involving menu items and menu category, to lead content manager
  • Efforts eliminated need to outsource to third-party vendor, saving company significant revenue
  • Fueled market research through the use of company websites and published daily restaurant news
  • Worked in unison with various team members to track data, pinpoint critical order cancellation patterns, and root cause analysis.

Buyer Support Specialist

Postmates
Nashville, TN
10.2017 - 04.2018
  • Drove and delivered an expanded level of Class A+ Customer Service via phone and email to a minimum of 50+ customers per day
  • Stressed the delivery of best-in-class service through empathy and effective listening to thoroughly explain processes and procedures
  • Proudly awarded bonus for earning exceptional customer feedback as well as high scores on monthly quality assessments
  • Tapped for promotion within just six months as a Content Specialist as a result of stellar ability to implement processes and procedures from company SOPs for customer engagement.

Education

Bachelor of Science - Psychology

Fisk University
Nashville, TN

Skills

Active Listeningundefined

Certification

Bartending, Texas Bartending School - October 2021

Timeline

Manager

Vision Lounge
04.2022 - Current

Bartender

Houston Livestock Show And Rodeo
02.2022 - 03.2022

Policy Specialist

Progressive
01.2022 - 09.2022

Bartender

Kapri Ultra Lounge
10.2021 - 02.2022

Customer Service Representative

Veterans Evaluation Services
10.2021 - 01.2022

Vip Menu Operator

Uber Eats
03.2021 - 06.2021

Senior Menu Operations Coordinator

Postmates
12.2018 - 03.2021

Content Specialist

Postmates
04.2018 - 12.2018

Buyer Support Specialist

Postmates
10.2017 - 04.2018

Bachelor of Science - Psychology

Fisk University

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Su'Ryah CullinsCustomer Service Manager