ANNETTE BATES

Richmond, VA ***** 804-***-**** adkcks@r.postjobfree.com

Professional Summary

Dedicated Customer Service Representative, devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding, The Highest of Standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Dedicated and talented at processing high volumes of error-free transactions and meeting departmental goals. Offering over 30 years of experience in quickly resolving customers issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations. Skills

Microsoft Windows

Microsoft Word

MIcrosoft Office

Data Entry, 13,000 kph

Typing, 60 wpm

Customer Service

Data Entry

Filling

Insurance

Inventory

Marketing

Medical Billing

Microsoft Word

Office Administration

POS

Sales

Beverage preparation

Dining area maintenance

Sales expertise

Food and beverage pairings

Stocking and Replenishing

Point of Sale Knowledge

Order Accuracy

Menu Memorization

Hospitality Service Expertise

Guest Relations Management

Statement Review

Past Due Account Management

Accounts Payable and Accounts Receivable

Preparing Statements

Customer Relations

Financial Management

Clerical

Detail-oriented

Budgeting

Work History

Server/Hostess 06/2017 to 06/2018

Shoneys of Richmond – Chester, VA

Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags. Kept register accurate through correct billing, payment processing and cash management practices.

Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals. Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.

Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints. Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.

Supervised restocking of salad bar and buffet for lunch and dinner service. Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.

Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.

Served needs of more than 30 customers in busy buffet environment. Greeted and maintained relationships with regular customers. Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods. Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business. Bussed and reset 30 tables per shift, working efficiently to keep dining room and work areas clean.

Increased sales from by upselling desserts to customers. Prepared beverages and filled food orders for customers. Server/Cashier 08/2016 to 06/2017

Waffle House – Chester, VA

Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.

Processed POS transactions, including checks, cash and credit purchases or refunds. Reviewed and resolved differences between accounting information and cash drawer. Organized and reported on financial information to document payment histories and assist with sound financial accounting.

Mentored new team members on POS system operation, customer service strategies and sales goals.

Used cash registers and POS systems to request and record customer orders and compute bills. Prepared and submitted end-of-shift reports using POS. Assisted customers by answering questions and fulfilling requests. Educated customers on promotions to enhance sales. Worked closely with cook staff to solve problems and handle customer concerns. Trained as server and provided back-up coverage to provide customers with optimal support. Operated cash register for cash, check and credit card transactions with 100% accuracy. Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Served needs of more than 20 customers in busy restaurant environment. Worked with managers to complete daily counts and maintain funds security to minimize theft and mismanagement risks.

Assisted customers with special services, account updates and promotional options. Efficiently processed new orders, 50+ daily transactions with remarkable accuracy. Counted cash in register drawer at beginning and end of shift. Answered questions about store policies and concerns to support positive customer experiences.

Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

General Manager 03/2001 to 10/2005

H2O Hospitality – Farmville, VA

Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.

Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.

Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.

Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency

Increased monthly staff retention rate by 50% after implementing new training programs. Increased sales by 74% by establishing goals, overseeing performance . Identified and capitalized on community business opportunities with effective networking. Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.

Devised and deployed successful marketing strategies, dramatically boosting store ranking. Implemented innovative programs to increase employee loyalty and reduce turnover. Enforced quality assurance protocols to deliver ideal customer experiences. Designed modern employee recognition program which boosted productivity and improved morale.

Improved productivity while reducing staffing and operational costs . Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

Drove year-over-year business growth while leading operations, strategic vision and long-range planning.

Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency. Managed budget implementations, employee reviews, training, schedules and contract negotiations.

Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.

Exceeded regional annual sales target .

Implemented operational strategies and effectively built customer and employee loyalty. Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system.

Developed and maintained relationships with customers and suppliers through continual communication.

Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.

Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.

Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits. Renovation Supervisor 01/2000 to 02/2001

The Stratford House – Ponca City, OK

Supervised renovation of 200 room Hotel.

Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands. Enhanced training programs to strengthen employee knowledge and promote new managers from within.

Oversaw and optimized work of 5 employees .

Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts. Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

Measured team performance and reported metrics to leadership team members. Identified individual employee's unique work styles and adapted management methods. Conducted scheduled and impromptu evaluations to assess work performance. Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.

Interviewed, hired and trained new employees for renovation position. Set and managed schedules to give proper coverage to required areas and meet customer service demands.

Evaluated employees' strengths and assigned tasks based upon experience and training. Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual. Monitored employee performance and provided coaching and constructive guidance to address areas of concern.

Set overall vision and provided team leadership.

CSR, Agent 06/1997 to 10/2000

Rockingham Group Insurance Co – Lexington, VA

Accounts Receivables, Accounts Payables, Customer Service, Sales, renewals, Collections, Inspections, and deposits.

Was Property and Casualty licensed.

Transcribed information with 100% accuracy.

Documented caller information inwindows

Answered 30-50calls per day.

Handled and resolved customer complaints.

Advised customers about new products and assisted customers in determining best insurance product for needs.

Informed clients of policies and procedures.

Delivered transcription with precise use of grammar, spelling and punctuation. Compiled lists of potential clients to develop and expand book of business. Quoted prices and credit terms to prepare sales contracts. Typed up to 60 wpm to provide verbatim transcripts. Collaborated with 3 team members to resolve issues and identify appropriate issues for escalation.

Resolved caller issues quickly and thoroughly.

Used DOS and Windows to input and process several insurance policies. Increased company profits by 78% by exceeding individual daily sales goals. Obtained knowledge on how to operate various pieces of equipment. Assisted callers to achieve organizational goals.

Comprehended and documented legal terminology.

Obtained client information by answering telephone calls. Called several prospective clients in market area. Liaised between new customers and various departments throughout organization. Excepted Payments

Completed cash reports daily.

Made daily deposits.

Efficiently quoted rates, after inspecting property. Wrote and sold Insurance policies.

Server, Trainer 08/1995 to 10/2000

Country Cookin – Lexington, VA

Served, trained.

Was an opener and closer.

Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.

Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags. Supervised restocking of salad bar and buffet for lunch and dinner service. Eliminated process gaps by implementing new methods of standardized training. Identified and proactively solved internal problems related to employee turnover by revamping training approaches.

Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.

Recognized and tapped talented staff to fill key positions and maximize productivity. Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. Mentored new hires, resulting in stronger staff development and increased productivity. Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.

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.

Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals. Prepared beverages and filled food orders for customers. Greeted and maintained relationships with regular customers. Served needs of more than 25 customers in busy buffet environment. Monitored participant workflow and behaviors throughout training process. Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.

Bussed and reset 40 tables per shift, working efficiently to keep dining room and work areas clean.

Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods. Server/Bartender 03/1996 to 04/1999

Todd's BBQ – Buena Vista, VA

Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.

Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.

Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons. 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.

Supervised restocking of salad bar and buffet for lunch and dinner service. Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.

Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags. Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals. Served needs of more than 20 customers in busy social environment. Prepared beverages and filled food orders for customers. Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business. Greeted and maintained relationships with regular customers. Checked identification to enforce age regulations for alcoholic beverages. Bussed and reset 25 tables per shift, working efficiently to keep dining room and work areas clean.

Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.

Server/Bartender 03/1992 to 09/1995

Rice Diner – Rice, VA

Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.

Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.

Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons. 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.

Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags. Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals. Served needs of more than 60 customers in busy social environment. Prepared beverages and filled food orders for customers. Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business. Greeted and maintained relationships with regular customers. Checked identification to enforce age regulations for alcoholic beverages. Bussed and reset 25 tables per shift, working efficiently to keep dining room and work areas clean.

Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.

Medical Account Representative 02/1991 to 07/1994

Cooney Radiology. LLC – Farmville, VA

Accts Rec, collections, medical billing, deposits, Cash reports. Analyzed accounts for delinquencies and other ongoing issues. Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.

Processed client payments and updated accounts.

Contacted customers to assess satisfaction and current needs. Responded to customer requests for products, services and company information. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Entered customer interaction details in windows to track requests, document problems and record solutions offered.

Offered advice and assistance to customers, paying attention to special needs or wants. Handled month-end and year-end end finances by managing and reporting fixed assets and other data.

Drafted financial documents, including variance reports, regulatory filings and related schedules.

Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.

Efficiently performed insurance verifications, pre-certifications and pre-authorization functions. Accommodated patients by scheduling appointments, and establishing relationships with managed care organizations, area hospitals and insurance companies to expedite payments and resolve issues.

Pulled charts and prepared for nurse and doctor assessment. Adhered to strict HIPAA guidelines at all times to protect patient privacy. Directed patients to exam rooms, fielded questions and prepared for physician examinations. Improved timely payment of bills by developing flexible payment plans for patients. Gathered forms, copied insurance cards to collect patient information for billing and insurance filing.

Reviewed and sent medical records to other physicians upon request. Located, checked in and pulled medical records for patient appointments and incomplete charts.

Contacted patients regarding unpaid and underpaid accounts to resolve issues. Accts Rec Clerk 03/1985 to 10/1990

Overnite Trucking Co – Richmond, VA

Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.

Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.

Tracked invoices, receipts and deposit slips to generate monthly fiscal statements. Leveraged computerized accounting software to create and maintain accurate customer account records.

Entered figures using 10-key calculator to compute data quickly. Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.

Processed bill reminders and consulted with third-party collection agency to resolve past-due customer accounts.

Responded to inbound inquiries regarding accounts and payments. Assessed data and information to verify entry, calculation and billing code accuracy. Reconciled accounts receivable ledger to verify payments and resolve variances. Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems.

Input financial data and produced reports using DOS system. Made outbound calls to vendors and customers to discuss and resolve account needs. Submitted cash and check deposits and generated cash receipts to record money received. Prepared and mailed invoices to customers, processed payments and documented account updates.

Reported financial data and updated financial records in ledgers and journals. Floor Girl/Industrial Seamstress 03/1983 to 02/1985 Brandy Ann Garment – Pamplin, VA

Cleaned garment factory after school each day and every Sunday. During summer I worked as a floor girl, in charge of 15 seamstresses, and seamstress. Operated sewing machines to join, reinforce or decorate products and performed hand stitching for smaller projects.

Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.

Followed sewing instructions and inspected quality of finished pieces to exceed customer expectations.

Determined appropriate repair solution based on garment damage to employ proper tools or equipment.

Created new garments based on established parameters or specific body measurements. Repaired and replaced defective garment parts, including pockets, pocket flags and coat linings.

Repaired garments and corrected construction mistakes. Measured parts such as sleeves or pant legs and marked or pin-folded alteration lines. Education

High school diploma: Business

Appomattox County High school - Appomattox, VA

Accomplishments

10-finger key35 years Customer Service15 years Management ExperiencePage 4Certifications and LicensesServ safe certification May 2002 to PresentProperty and Casualty LicenseMarch 1998 to March 2001.

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