Summary

Hands on and successful at consistently delivering high quality service. I am a fast and efficient worker who is capable of multi-tasking and working in a fast paced environment. Well versed in POS systems. Extremely qualified in customer relations and guest services.

Experience

HMS HOST @ Toronto Pearson Airport June 2010- June 2020

Bartender/Shift leader at Hearth by Chef Lynn Crawford

nMultitasks to meet customer’s needs, business operations and server needs with minimal supervision, errors or delays.

nPrepared and served hundreds of drinks and conversed with hundreds of guests in a high volume, fast paced environment.

nKept detailed inventory of bar supplies and kept work area well stocked

nRestocked beer and alcohol with nightly inventory and orders

nOperated POS systems efficiently, including processing voids, printing server reports as well as manager voids in chase machines

nInventories glass and stemware for monthly orders

nBalanced registers and generated sales reports for staff at end of shift

nTrained new staff to increase their product knowledge of menu to enable efficient upselling

Executive Snooker Club February 2001- May 2010

Bartender/ Shift Manager

nPerformed weekly liquor counts to maintain inventory, accepted alcohol deliveries and maintained proper levels.

nSupervised cleanliness of guest service areas before, during and after shift.

nMotivated team by providing positive feedback regarding guest service.

nRestocked beer and liquor during and end of shift

nMonitored guests to ensure alcohol being consumed in designated areas

nSet effective employee schedules, maintaining coverage at peak times and minimizing labor costs

nPrepared cocktails, mixed drinks, poured beer, wine and made non alcoholic cocktails through shift

nMonitored cash intakes and discrepancies

nTrained staff to enhance customer service and increase profits through upselling

nResolved escalated customer complaints to quickly maximize customer satisfaction

nMaintained excellent cash handling policies with zero discrepancies

Grocery Gateway By Longo’s September 2001- April 2008

Customer Service Rep

Asked probing questions to determine service needs and accurately input information into system

Assisted customers with product questions, answering questions related to service issues and addressing concerns resulting in reduction in complaint calls

Informed customers of billing procedures, processed payments and issued product credits and refunds.

Answered inbound calls, directed calls to designated departments, processed catering orders as well as completed telephone orders for impaired clients.

Maintained calm and friendly demeanor with customers to deescalate situations

Cultivated relationships with customers by delivering excellent product knowledge.

Escalated customer concerns, store issues and inventory requirements to management

Interviewed customers and completed marketing research through outbound calls to discuss orders and improve service.

Set up and activated customer accounts, addressed website and product inquiries and converted customers into renewing accounts with great customer service.

Education

Health Training Medical terminology Course June 2020

Currently enrolled in medical terminology course through healthtrainingonline.ca

Sheridan College January – April 2009

Institute of Law Clerks Real Estate Certificate

UCCB Sept 1995- April 1996

Bachelor Of Science 1st year

Highland Senior Secondary Sept 1992- June 1994

Grade 12 Diploma

Skills

WHMIS

Staff development and leadership training

Excellent communication skills

Team orientated

Work well on own or in a team environment

Functions well under pressure

Empathetic and patient

Able to take on responsibility and multitask

Attentive and excellent listener

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