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Customer Service Manager

Gwynn Oak, MD
15 hourly
March 06, 2019

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Yvonne Edwards

*** ********* ******, **, **********, DC 20011


A passion for mixology and customer service. Outgoing, personable, energetic, approachable, collaborative and flexible. Strong sales and marketing, multi-tasking and organizational skills.

Creative problem solver, skilled at resolving conflict, improving morale and developing productive relationships with colleagues, vendors, customers and staff.

Proficient in numerous software programs including Microsoft Word.

Certified in ServSafe Safe Food Protection Manager, and TIPS.

Hospitality Training and Education

Goodwill of Greater Washington, Hospitality Certificate March 2019

Coursework on Effective Communications, Customer Service, Teamwork, Conflict Resolution

American Hotel & Lodging Educational Institute, Washington, DC March 2019

Guest Service Professional, Front Desk Certificates

Professional Bartending School, Arlington, VA

Professional certification

Montgomery Blair High School, Silver Spring, MD

High School Diploma

Work and Volunteer Experience

Crown Plaza Hotel, Alexandria, VA April 2017 – present


Prepare, pour, and serve all beverages accurately and expeditiously to all guests and servers in fast-paced hotel restaurant, lounge and bar.

Cheerfully greet guests, describe meals, assist customers to make decisions, place orders. Check in with guests to ensure satisfaction with each food course and/or beverages.

Maintain accurate inventory of bar products. Record transaction in POS system, process payments accurately. Clean and sanitize work areas, china, glass, etc., throughout the shift.

University of Maryland Marriott Conference Center, College Park, MD July 2017 – November 2017

Bartender, “The Common”

Created a welcoming and enjoyable experience by maintaining a friendly and positive attitude.

Prepared drinks for restaurant and bar. Combined and served a wide variety of beverages. Handled all operations of bar, including cash handling, and inventory control.

Gaylord National Hotel and Resort, Oxon Hill, MD May 2008 – June 2011


Provided exceptional service to guests by promptly welcoming and courteously serving guests in a can-do fashion. Took orders, prepared and served alcoholic and non-alcoholic beverages to guests courteously and efficiently. Created signature drinks for VIP customers.

Prepared the bar for opening and closing shifts. Restocked bar products, garnish trays as necessary throughout shift, conducting accurate and up-to-date inventory.

Recorded all orders in POS System. Cheerfully collected all forms of payment, including cash, credit and debit cards. Checked identification of customers to verify age requirements.

Swiftly and smoothly limited problems and liability by through persuasion, stopping orders of alcohol or calling for transportation for intoxicated patrons.

Received numerous commendations for gracious customer service, attendance and punctuality.

From me2U, Washington, DC May 2011 – June 2014

Retail Manager/Stylist

Greeted customers and proactively created an enhanced shopping experience through personalized service and use of tools, technology and collaboration.

Recognized for ability to quickly establish rapport with customers, as well as knowledge of store products and service to build sales and minimize returns.

Conducted daily inventory, placed orders. Designed and prepared displays to showcase latest styles. Evaluated market trends, products and pricing to increase profitability.

Maintained store cleanliness and organization; returned items to proper display location and neatened racks and shelves.

Opened and closed store, and set alarm. Promoted to Key Manager after six months for demonstrated on-the-job accountability, productivity.

Roses DeJa Vu, Washington, DC May 2006 – June 2017


Utilized knowledge of mixed beverages, specialty liquors and craft beers to serve customers and provide wait staff with well-prepared drinks in a timely fashion. Prepped bar, prepared cocktails for bar, lounge, and restaurant guests.

Carefully followed all cash handling and POS procedures. Managed liquor inventory.

Oversaw lounge logistics and private parties, tracking inventory, patrons and staff.

Focused attention on guest needs, remaining calm and courteous at all times. Followed responsible alcohol service policies, identifying limits and taking proactive measures to ensure safety and security at all times.

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