Tomi Shea’ Ohman
Godley,TX
Summary
Customer Care Representative supporting customers through empathetic issue resolution, clear communication, and responsive follow-through. Delivers active listening, professional tone management, and calm conflict handling to strengthen satisfaction and trust. Brings service experience from retail, restaurant, and logistics settings, with a focus on accurate answers and smoother customer interactions.
Overview
14
14
years of professional experience
Work History
Customer Care Representative
RidenSafe
12.2025 - 09.2026
- Handled 90-100% customer satisfaction rate by using active listening, empathy, and professional call handling.
- Resolved 40-45 customer cases per shift while maintaining accurate CRM documentation and clear customer communication.
- Updated customer accounts, processed order changes, and maintained accurate account notes for follow-up.
- Managed escalations with calm, responsive communication and applied conflict resolution to address customer concerns.
- Tracked service issues through ticket management, supported quality assurance monitoring, and helped maintain knowledge base accuracy.
Server/Bartender/Expediter
Rafferty’s
12.2023 - 11.2025
- Support 200-300 guests per shift with prompt service, accurate communication, and a professional guest experience.
- Handle 200-300 customer orders per shift while balancing dining room service, bar support, and expediter coordination.
- Deliver attentive table service by taking orders, answering questions, and maintaining a friendly, efficient pace.
- Mix and serve beverages accurately while maintaining bar cleanliness, stock awareness, and smooth guest flow.
- Coordinate with kitchen and front-of-house staff to expedite food, resolve timing issues, and keep service moving.
- Maintain clear, calm communication during busy shifts to support teamwork and consistent guest satisfaction.
Sales/Inventory Management/ Logistics Administrator
Worldwide Foam
08.2018 - 11.2023
- Maintain 90% first-contact resolution rate by using empathy, conflict resolution, and accurate account updates.
- Handle 40-50 customer cases per shift with active listening, clear communication, and prompt follow-up.
- Coordinate order processing, inventory records, and logistics updates to keep daily operations organized.
- Document customer interactions in CRM systems, tracking account changes and service requests accurately.
- Support ticket management and escalation handling by routing issues promptly and maintaining service level agreement tracking.
Hostess/Server/Bartender
Hacienda/Olive Garden/CB
05.2012 - 08.2018
- Maintain 99% guest satisfaction by responding quickly to requests and keeping service smooth during busy periods.
- Manage 100-150 guest interactions per shift with attentive, courteous service across dining room and bar areas.
- Greet and seat guests promptly, balancing wait times with a welcoming first impression.
- Take accurate food and drink orders, coordinate timing with the kitchen, and deliver tableside service efficiently.
- Use active listening, empathy, and professional communication to resolve concerns and support a positive guest experience.
Education
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Winfree Academy Charter School
Lewisville, TXSkills
- Active listening
- Empathy
- Collaboration
- Conflict resolution
- Professional communication
- Call handling
- CRM documentation
- Ticket management
- Account updates
- Order processing
- Customer account management
- Service level agreement tracking
- Escalation handling
- Call scripting
- Knowledge base management
- Customer satisfaction tracking
- Case management
- Quality assurance monitoring
Timeline
Customer Care Representative
RidenSafe
12.2025 - 09.2026
Server/Bartender/Expediter
Rafferty’s
12.2023 - 11.2025
Sales/Inventory Management/ Logistics Administrator
Worldwide Foam
08.2018 - 11.2023
Hostess/Server/Bartender
Hacienda/Olive Garden/CB
05.2012 - 08.2018
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Winfree Academy Charter School