Expert Customer Service Support Lead
Resume:
Robert Wheaton
Biloxi, MS *****
********@*****.***
Professional Summary
Skilled customer service expert with 17 years of experience in various roles, including customer-facing positions, hospitality, and food service. Proficient in managing daily operations, resolving customer complaints, and maintaining a clean driving record. Possess strong problem-solving skills and experience with inventory management, accounting, and restaurant operations. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Tier 1 Voice Order Support
Apple-Biloxi, MS
June 2023 to February 2025
• Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.
• Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques.
• Recommends changes in products, service, and policy by evaluating results and competitive developments.
• Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management.
• Contributes to team effort by accomplishing related results as needed. Night Auditor/Front Desk Clerk
Days Inn & Suites-Ocean Springs, MS
November 2022 to May 2023
• Check in guests, answer phones and take reservations
• Respond to guest complaints, requests and emergencies
• Process invoices, post checks to vendors and distribute employee checks
• Reconcile accounts
• Balance the cash drawer and log receipts
Night Auditor/Front Desk Clerk
Holiday Inn Express and Suites-Biloxi, MS
October 2022 to May 2023
Night Auditor responsibilities include checking in guests, handling their requests and taking reservations. The Night Auditor also reconciles all accounts, processes invoices and prepares paychecks. Front Desk Auditor
Hampton by Hilton-Biloxi, MS
February 2022 to January 2023
Night Auditor responsibilities include checking in guests, handling their requests and taking reservations. The Night Auditor also reconciles all accounts, processes invoices and prepares paychecks. 1. Check in guests, answer phones and take reservations 2. Respond to guest complaints, requests and emergencies 3. Process invoices, post checks to vendors and distribute employee checks Assistant Kitchen Manager
Dennys cook Dennys-Biloxi, MS
January 2022 to October 2022
• Assisted in the management of daily kitchen operations, ensuring efficient workflow and timely preparation of meals
• Trained and supervised kitchen staff on proper food handling techniques, resulting in a XX% decrease in foodborne illnesses
• Ensured compliance with health and safety regulations by regularly inspecting equipment, monitoring sanitation practices, and enforcing cleanliness standards Driver
Lyft Corporate-San Antonio, TX
April 2017 to July 2022
• Maintained cleanliness inside the vehicle by regularly cleaning the interior surfaces
• Demonstrated strong problem-solving abilities by resolving unexpected situations such as road closures or mechanical breakdowns without compromising delivery timelines
• Maintained a clean driving record with zero accidents or traffic violations Driver
Uber-Pooler, GA
January 2017 to July 2022
• Maintained a clean driving record with zero accidents or traffic violations
• Followed all traffic laws and regulations to ensure compliance and prevent accidents
• Demonstrated excellent navigation skills using GPS systems or maps to find the most efficient routes for delivery destinations
• Assisted with loading/unloading of goods when necessary, ensuring proper handling techniques were followed at all times
Rockstar Grill Operator
Waffle house-Biloxi, MS
February 2021 to May 2022
• Cook all food for customers to ensure everyone customer is happy and satisfied
• Inventory
• Train new hires
• Assist the general manager
Call Center Representative
Conduit Global-San Antonio, TX
February 2019 to February 2020
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile Overnight Valet
LA CANTERA RESORT & SPA-San Antonio, TX
August 2019 to December 2019
• Provided exceptional customer service by promptly and courteously greeting guests, assisting with luggage, and opening doors
• Maintained accurate records of vehicle locations and keys to ensure efficient retrieval for guests
• Adhered to all safety protocols and regulations while driving and parking vehicles Kitchen Manager/Server
IHOP-Pooler, GA
January 2017 to January 2018
To provide excellent food, and great service to all who walk thru those doors. Make sure all safety regulations are being followed and also to role model for the employees who work with me. To provide the best experience and best breakfast we have to offer. Education
High school diploma
Pascagoula High School - Pascagoula, MS
January 2010 to May 2010
• Basic problem solving and reading skills
• General studies
Skills
• Retail sales (2 years)
• Pricing
• Upselling
• Kitchen Management Experience
• Valet Parking
• Help Desk
• Accounting
• Restaurant Experience
Certifications and Licenses
Driver's License
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