Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Theresa Bona

Plymouth

Summary

Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

Showdown Displays
08.2022 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Able to adapt to new changes in a positive manner while using the new system: Acumatica

LEAD SERVER

ALAMO DRAFTHOUSE
05.2018 - 04.2022
  • Managed high volume dining periods with effective time management and strong multitasking abilities.
  • Cultivated warm relationships with regular customers.
  • Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
  • Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.

FRONT DESK REPRESENTATIVE

BEST WESTERN PLUS COMO PARK HOTEL
04.2019 - 07.2019
  • Answered phones in a fast and efficient manner and accurately transferred to the correct department.
  • Completed daily tasks efficiently throughout the day.
  • Organized and re-stocked the pantry in the hotel, as well as created lists for management on what to re-stock.
  • Played a key role in upholding hotel brand standards by consistently providing top-notch service at the front desk area.
  • Assisted in training new team members to uphold high standards of guest service at the front desk.
  • Maintained accurate records of guest reservations, payments, and special requests, ensuring seamless experiences.

BARISTA

CARIBOU COFFEE
10.2018 - 03.2019
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Restocked bakery items, as well as switched out coffees for fresh batches.
  • Helped co-workers if they were falling behind, and always made sure to communicate with them, and see if they needed any help with re-stocking or customer orders.
  • Washed dishes, swept and mopped and made sure that the store was always tidy.
  • Developed great rapport with customers.

ASSISTANT FRONT DESK MANAGER

BEST WESTERN PLUS WHITE BEAR COUNTRY INN
07.2017 - 05.2018
  • Provided guests with a warm welcoming experience and efficient check in and check out process.
  • Accommodated guest’s questions for: billing, tourist attractions, hotel availability, and or maintenance. If unable to provide the answer, they would be transferred to the correct line to receive an accurate response.
  • Answered multiple phone-calls and emails at a time and made sure to document any specific requests for the guests.
  • Assisted Marketing and Catering by: answering any inquiry’s they had about the venue, creating, modifying, and cancelling reservations for room blocks, creating contracts, and or showing them around the hotel.
  • Communicated effectively with Housekeeping and Maintenance to keep the hotel in order.
  • Resolved issues with third-party reservations.

SERVER

MARCUS OAKDALE CINEMA
05.2016 - 07.2018
  • Served up to 30 guests at a time with a pleasant demeanor, and always made sure that their orders were accurately put into the system.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Provided customers with information about the loyalty program, as well as specials that were happening.
  • Worked with other staff to promote the business by participating in a parade, as well as going to local businesses and passing out pamphlets.

Education

CENTURY COLLEGE
WHITE BEAR LAKE, MN
01.2019

Skills

  • Customer support
  • Complaint resolution
  • Quality assurance
  • Adaptable
  • Strong work ethic
  • Guest engagement
  • Active listening
  • Critical thinking
  • Data entry

Certification

Software Skills Certificate from Century College

Timeline

Senior Customer Service Representative

Showdown Displays
08.2022 - Current

FRONT DESK REPRESENTATIVE

BEST WESTERN PLUS COMO PARK HOTEL
04.2019 - 07.2019

BARISTA

CARIBOU COFFEE
10.2018 - 03.2019

LEAD SERVER

ALAMO DRAFTHOUSE
05.2018 - 04.2022

ASSISTANT FRONT DESK MANAGER

BEST WESTERN PLUS WHITE BEAR COUNTRY INN
07.2017 - 05.2018

SERVER

MARCUS OAKDALE CINEMA
05.2016 - 07.2018

CENTURY COLLEGE

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