Customer Service Support

Susan M. Conway

Professional Summary

Dynamic professional with robust management and sales foundations, backed by a business degree from the University of Phoenix. Proven track record in various roles, from sales, managing front and back-of-house operations, to delivering superior customer service. Exhibits strong leadership as a Restaurant General Manager and Business Owner, coupled with extensive experience in hospitality and tourism as a reservationist that moved into property management. Possesses superb expertise in customer service, team management, and the development and operation of entrepreneurial ventures. Committed to delivering exceptional guest/customer experiences and elevating operational efficiency within the landscape of hospitality and tourism.

Contact

Phone: 678-***-****

Email: **************@*****.***

Education:

University of Phoenix

Associates Degree, Business Administration

GPA: 3.8/4

2002-2004

Skills:

Customer Service: Exceptional ability to meet and exceed customer expectations, ensuring satisfaction.

Leadership: Proven track record of effectively leading teams to achieve organizational goals.

Operations Management: Skillful in optimizing operational processes for efficiency and effectiveness.

Team Management: Experience in recruiting, training, and managing teams to deliver high-performance results.

Entrepreneurship: Successfully built and ran a cleaning company, demonstrating entrepreneurial acumen.

Property Management: Extensive experience in managing residential, commercial, and construction cleaning projects.

Business Administration: Solid foundation in business administration with practical application in company development and management.

Adaptability: Able to thrive in diverse roles and industries, showcasing flexibility and quick learning.

Experience:

Ted’s Montana Grill

Server

May 2022 - Present

Exemplary Service: Delivered exceptional fine dining service, demonstrating a high level of professionalism and attention to detail.

Menu Expertise: Possessed an in-depth knowledge of the menu, including ingredients, preparation methods, and wine pairings, to provide informed recommendations to guests.

Tableside Presentation: Conducted elegant and precise tableside presentations, enhancing the overall dining experience for guests.

Upselling: Proactively suggested premium menu items and beverages to enhance the fine dining experience and increase sales.

Customer Engagement: Engaged with guests in a polished and courteous manner, creating a welcoming atmosphere and building rapport.

Team Collaboration: Worked closely with kitchen and support staff to ensure seamless coordination and efficient service.

Order Accuracy: Ensured accurate order taking and delivery, catering to individual guest preferences and dietary restrictions.

Payment Handling: Managed financial transactions with precision, maintaining a high standard of integrity in handling payments and gratuities.

Setting Ambiance: Contributed to maintaining a sophisticated ambiance, upholding the restaurant’s reputation for providing an upscale dining experience.

Taco Mac

Server

January 2020 - May 2022

Customer Service: Provided exceptional customer service by taking orders, offering menu recommendations, and ensuring a positive dining experience.

Order Accuracy: Accurately recorded and communicated customer orders to the kitchen, ensuring precision and timely delivery.

Upselling: Proactively suggested additional menu items and promotions to enhance guest satisfaction and increase sales.

Table Maintenance: Ensured cleanliness and organization of assigned tables, promptly clearing dishes and resetting for new guests.

Knowledge of Menu: Possessed a comprehensive understanding of the menu, including ingredients, preparation methods, and dietary information, to assist guests with inquiries.

Collaboration: Worked closely with kitchen staff and other servers to ensure smooth communication and efficient service.

Payment Handling: Processed customer payments accurately, providing receipts and maintaining a secure and organized cash handling process.

Adherence to Policies: Complied with restaurant policies, health and safety regulations, and service standards to uphold the restaurant’s reputation for excellence.

Main Street Deli

Front of House Manager

August 2018 - January 2022

Staff Supervision: Managed and supervised front-of-house staff, including servers and hosts, to ensure a cohesive and efficient team.

Customer Service: Oversaw customer interactions, ensuring a positive and welcoming experience for guests.

Scheduling: Developed and maintained employee schedules, optimizing staffing levels to meet operational needs.

Training and Development: Conducted training sessions for front-of-house staff, focusing on service standards, product knowledge, and customer engagement.

Ordering and Inventory: Managed inventory of front-of-house supplies, including condiments, utensils, and menus, and placed orders as needed.

Problem Resolution: Addressed customer concerns and resolved issues promptly, maintaining a positive and customer-focused environment.

Collaboration: Worked closely with kitchen staff and other managers to ensure seamless communication and coordination between front and back of house.

Quality Control: Maintained high standards for cleanliness, organization, and overall presentation of the dining area.

Adherence to Policies: Ensured staff compliance with company policies, health and safety regulations, and industry best practices.

Beau Monde Restaurant and Cigar Bar

General Manager

February 2016 - August 2018

Operational Leadership: Oversaw day-to-day operations, ensuring smooth functioning of all aspects of the restaurant and cigar bar.

Team Management: Recruited, trained, and led a dynamic team, fostering a positive work environment and high-performance standards.

Customer Experience: Prioritized an exceptional customer experience, managing service quality and addressing customer feedback to enhance satisfaction.

Financial Management: Controlled budgets, monitored expenses, and implemented cost-effective measures to optimize profitability.

Inventory Control: Managed inventory levels, ordering supplies, and maintaining stock to meet demand while minimizing waste.

Regulatory Compliance: Ensured compliance with health and safety regulations, licensing requirements, and industry standards.

Marketing and Promotion: Developed and executed marketing strategies to promote the venue, increase customer traffic, and enhance brand visibility.

Event Coordination: Organized and coordinated special events, promotions, and entertainment to attract and retain a diverse customer base.

Quality Control: Enforced high standards for food, beverage, and service quality, contributing to the establishment’s reputation for excellence.

Beach Vacations

Reservations/Property Management

March 2013 - February 2016

Reservation Management: Facilitated guest bookings, managing reservations efficiently to optimize property occupancy.

Customer Service: Provided exceptional service to guests, addressing inquiries, resolving concerns, and ensuring a positive experience.

Property Oversight: Managed a portfolio of vacation properties, overseeing maintenance, cleanliness, and overall guest satisfaction.

Communication: Maintained effective communication with property owners, addressing their needs and ensuring the properties met high standards.

Coordination: Collaborated with cleaning services and maintenance personnel to ensure timely turnover of properties between guests.

Administrative Tasks: Handled administrative duties, including processing reservations, managing inquiries, and maintaining accurate records.

Problem Resolution: Proactively addressed and resolved issues, ensuring a seamless and enjoyable experience for guests and property owners alike.

Market Knowledge: Stayed informed about local market trends, adjusting pricing strategies to remain competitive in the vacation rental industry.

Shore Clean Cleaning Services

May 2010 - Current

Business Development: Established and developed a successful cleaning company, specializing in residential, commercial, and pre/post-construction cleaning services.

• Strategic Planning: Formulated business strategies, identifying market trends, and implementing initiatives to ensure sustained growth and competitiveness.

• Client Relationship Management: Cultivated strong client relationships through effective communication and delivering high-quality cleaning services tailored to meet individual needs.

• Operational Oversight: Directed day-to-day operations, including scheduling, staff management, and resource allocation, to ensure efficient and timely service delivery.

• Quality Assurance: Implemented and maintained rigorous quality control measures to uphold the company’s commitment to excellence in cleaning services.

• Team Leadership: Recruited, trained, and managed a dedicated team of cleaning professionals, fostering a collaborative and high-performance work environment.

• Project Management: Oversaw pre and post-construction cleaning projects, ensuring meticulous attention to detail and adherence to safety standards.

• Marketing and Branding: Developed marketing strategies to promote the company’s services, enhance brand visibility, and attract new clients.

• Customer Satisfaction: Prioritized customer satisfaction by promptly addressing concerns, maintaining open communication, and consistently exceeding service expectations.

• Regulatory Compliance: Ensured compliance with industry regulations, safety standards, and licensing requirements to uphold the company’s reputation and trustworthiness.

• Financial Management: Managed budgeting, invoicing, and financial tracking to maintain profitability and sustainability in a competitive market.

Contact this candidate