Tracy Salls
Commerce City,CO
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
Store Assistant Profit Center
Travel Centers of America
Commerce City, CO
04.2020 - Current
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
Server
Country Pride Restaurant
Commerce City, CO
04.2016 - 04.2020
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
- Prepared beverages and filled food orders for customers.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs
- Educated guests on daily specials and appetizers, entrees, desserts and other menu items
- Operated POS terminals to input orders, split bills and calculate totals
- Prepared salads, appetizers and set up garnish stations to assist kitchen staff
- Restocked nonperishable food items, condiments and napkins to keep pantry well-supplied
Customer Service Representative
Los Tamales
Commerce City, CO
02.2016 - 04.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Answered constant flow of customer calls with up to five calls in queue per minute.
- Communicated with vendors regarding back order availability, future inventory and special orders.
General Manager
Village Inn
Parker, Co, CO
05.1997 - 02.2016
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Supported regulatory compliance by overseeing all audits to verify protocol adherence.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Skills
- Sales expertise
- International sales support
- Report preparation
- Complaint resolution
- Order Fulfillment
- Money handling abilities
- Staff education and training
- Key holder experience
- Recordkeeping strengths
- Creative problem solving
- Administrative support
- Customer Assistance
- Stock Replenishment
- Payroll Coordination
- Point of Sale Systems
- Deposit Preparation
- Drawer Balancing
- Upselling Strategies
- Merchandise Display
- Loss Prevention
- Employee Scheduling
- Assignment Delegation
Timeline
Store Assistant Profit Center
Travel Centers of America
04.2020 - Current
Server
Country Pride Restaurant
04.2016 - 04.2020
Customer Service Representative
Los Tamales
02.2016 - 04.2018
General Manager
Village Inn
05.1997 - 02.2016
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