Zhane(Jahnay) Townsend
Tampa,FL
Summary
Talented and Reliable Individual bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Server, host / Certified Trainer
Bahama Breeze
2021.01 - Current
- Answered telephone calls and assisted guest with reservations , questions, or to go orders
- Greeted and seated customers while providing excellent customer service
- Operated sales register quickly and efficiently
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Displayed enthusiasm and knowledge about the restaurant's menu and products
- Routinely cleaned work areas throughout each shift
- Certified To train incoming new team members in the Front of the house position
- Serving tables by following the 5 steps of service
- Adhered to class plan and deadline-oriented training schedule.
- Maintained organization of documents, materials and equipment.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Cultivated warm relationships with regular customers.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Checked identification for minimum age for sale of alcoholic beverages.
Fulfillment Associate
Amazon Warehouse
2020.04 - 2022.11
- Receive / Stock Products on shelves from trucks
- Pick and pack customers orders
- Properly follow CDC guidelines for social distancing
- Batching - Getting the orders sorted and out to the drivers at a proper time .
PCA Personal Care Assistant
St Andrew rehabilitation
2020.08 - 2021.11
- Assisted with daily living activities, running errands and household chores.
- Remained alert to problems or health issues of clients and competently responded.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Assisted patients with self-administered medications.
- Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
- Followed CDC guidelines for Covid -19 precautions
Customer Service Billing Representative
Spectrum - Charter Communication
2019.02 - 2019.12
- Accurately transfer customer to proper department if request is out of scope.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Cage Cashier
HARD ROCK HOTEL AND CASINO TAMPA
2018.06 - 2019.01
- Complied with all casino processes, regulations, and government Title 31 and CTRC regulations
- Balanced cash at end of shift
- Maintained custody and proper accounting of designated funds, ensuring all transactions are performed promptly and efficiently while maintaining exceptional guest service
- Redeemed vouchers, chips cashed personal checks, credit card checks, extended cash advances and loans, and made change
- Maintained Large Lump sum of daily cash revenue of $150,000 or more .
- Processed various cash transactions and answered gaming customer questions.
- Counted and recorded assigned funds and made exchanges of funds throughout shift.
Inbound Sales Agent
One Touch Direct
2017.04 - 2018.07
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered constant flow of customer calls with up to 120 calls in queue per minute
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Processed customer order, quote and return transactions and offered additional products and services.
- Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
Education
Certification in Nursing Assistant -
Ultimate Medical Academy
High School Diploma - undefined
Rockledge High School Rockledge
Associate of Science - Nursing
Herzing University
Tampa, FL04.2024
Skills
- Customer Inquiries
- Customer Service and Assistance
- Call Center Processes
- Billing and Payment Processing
- SAP Implementation
- Conflict Resolution Techniques
- Team Goals
- Microsoft Office
- Customer Loyalty
- HIPAA Guidelines
- Sales and Upselling
- Mobility Support
- Household Tasks
- Personal Grooming Care
- Tact and Diplomacy
- Range of Motion Exercises
- EMR Systems
- Direct Patient Care
- Medication Management
- Vital Signs Management
- Client Transportation
- Meal Planning and Preparation
- Personal Hygiene
- Emergency Situations
- Vitals Monitoring and Documentation
- Reading Comprehension
- Store Opening and Closing
- Credit Card Transaction Processing
- Financial Transactions
- Cash Register Operations
- Cash Balancing
- Critical Thinking
- Gaming Regulation Compliance
- Customer Experience
- Customer Satisfaction
- Phone Inquiries
- Store Operations
- Conflict Resolution
- Order Accuracy
- Safety Codes
- High-Volume Dining
- Attentive to Detail
- Server Improvements
- Safe Food Handling
- Menu Knowledge
- Special Dietary Requirements
Certification
BLS / First Aid /CPR
Timeline
Server, host / Certified Trainer
Bahama Breeze
2021.01 - Current
PCA Personal Care Assistant
St Andrew rehabilitation
2020.08 - 2021.11
Fulfillment Associate
Amazon Warehouse
2020.04 - 2022.11
Customer Service Billing Representative
Spectrum - Charter Communication
2019.02 - 2019.12
Cage Cashier
HARD ROCK HOTEL AND CASINO TAMPA
2018.06 - 2019.01
Inbound Sales Agent
One Touch Direct
2017.04 - 2018.07
Certification in Nursing Assistant -
Ultimate Medical Academy
High School Diploma - undefined
Rockledge High School Rockledge
Associate of Science - Nursing
Herzing University
BLS / First Aid /CPR