Customer Service Representative
Resume:
Steve Samuels
Concordia, MO *****
****************@*****.***
Professional Summary
Over 25 years of providing exceptional customer service in different environments. A dedicated team player, coach and leader
Willing to relocate to: Concordia, MO
Authorized to work in the US for any employer
Work Experience
Food and Beverage Director
Treasure Lake RV Resort-Branson, MO
May 2021 to November 2024
• Oversaw all aspects of food and beverage operations, including menu planning, inventory management, and cost control
• Implemented quality control measures to maintain high standards for food preparation, presentation, and service
• Instituted effective cost-saving measures without compromising on the quality or variety of menu offerings
• Maintained accurate financial records related to food costs, labor expenses, sales figures, and budget allocations
• Elevated customer experience by ensuring prompt resolution of any complaints or concerns raised by guests
Customer Service Representative
Big D's BBQ-Branson, MO
September 2021 to January 2023
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Upsold additional products or services to customers based on their needs and preferences
• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
Assistant Manager
Center Stage Restaurant-Branson, MO
August 2018 to April 2021
• Assisted in the management of daily operations, ensuring smooth and efficient workflow
• Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction
• Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times
• Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations
• Analyzed sales data to identify trends and opportunities for improvement, implementing effective strategies accordingly
• Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies
• Monitored employee performance through regular evaluations, providing constructive feedback for professional development
• Ensured compliance with health & safety regulations by conducting regular inspections and implementing corrective actions when necessary
• Utilized POS systems effectively to process orders accurately while maintaining a high level of efficiency Call Center Customer Service Representative
FedEx-Harrison, AR
October 2017 to September 2018
• Handled a high volume of inbound customer calls, averaging 70- 100 calls per day
• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information
• Achieved an average customer satisfaction rating of 98.6% through effective problem-solving and communication skills
• Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution for customers
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and first-call resolution rate
• Managed irate or upset customers with empathy and professionalism to de-escalate situations effectively
• Maintained up-to-date knowledge of products, services, promotions, and company policies to provide accurate information to customers
• Participated in regular team meetings to discuss challenges, share best practices, and collaborate on solutions for improving overall performance
• Recognized by supervisors for consistently meeting or exceeding performance targets on a monthly basis
Rural Mail Carrier
Post Office USPS-Kansas City, MO
March 2008 to June 2017
• Delivered products to assigned locations on established routes, ensuring timely and accurate delivery
• Developed strong relationships with customers, providing exceptional service and addressing any concerns or issues promptly
• Performed routine vehicle inspections and maintenance to ensure safe operation of the delivery vehicle
• Resolved customer complaints or inquiries regarding deliveries, demonstrating excellent problem- solving skills
• Maintained cleanliness and organization of the delivery vehicle at all times to uphold company standards
• Utilized handheld devices or software applications to track deliveries, update order status, and capture electronic signatures from customers
• Adhered to all traffic laws and safety regulations while operating the delivery vehicle on public roads
• Followed established procedures for handling returned merchandise from customers according to company policies
• Safely operated specialized equipment such as lift gates or pallet jacks when required for loading/ unloading heavy items
• Assisted in training new route drivers on company policies, procedures, and best practices
• Managed customer complaints in a timely manner, ensuring satisfactory resolution and maintaining positive relationships
Surveillance Supervisor
Ameristar Casinos, Inc.-Kansas City, MO
October 1996 to March 2008
• Monitored surveillance cameras and alarm systems to ensure the safety and security of the premises
• Maintained accurate records of all incidents, including detailed descriptions and timestamps
• Identified suspicious activities or individuals through careful observation and analysis
• Responded promptly to emergency situations, following established protocols and procedures
• Conducted regular inspections of surveillance equipment to ensure proper functioning
• Implemented proactive measures to prevent theft, vandalism, or other criminal activities
• Assisted in training new surveillance agents on monitoring techniques and procedures
• Prepared comprehensive reports documenting observations, incidents, and actions taken
• Coordinated with other security personnel to maintain a cohesive security system across the facility
• Utilized advanced software systems for video monitoring and data analysis purposes
• Participated in team meetings to discuss ongoing security concerns or improvements needed
• Ensured compliance with legal regulations related to surveillance operations and privacy rights
• Provided support during internal investigations by gathering relevant video footage or documentation
• Maintained confidentiality of sensitive information obtained through surveillance activities
• Developed strong working relationships with local law enforcement agencies for effective collaboration
• Regularly reviewed recorded footage for quality assurance purposes
• Investigated any technical issues related to surveillance equipment malfunctions or connectivity problems
• Demonstrated excellent attention-to-detail when observing multiple camera feeds simultaneously Customer Service Representative
Wilbert Funeral Services-Kansas City, MO
June 1993 to October 1996
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Identified opportunities for process improvement based on common customer inquiries or pain points
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Upsold additional products or services to customers based on their needs and preferences
• Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
• Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
• Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Education
Some college in Vocal music
Missouri State University-Springfield - Springfield, MO August 1987 to August 1990
Skills
• Fundraising
• Security System Experience
• Curriculum Development (3 years)
• Pricing (3 years)
• Leadership (10+ years)
• Marketing (4 years)
• Budgeting (4 years)
• Microsoft Excel (10+ years)
• Social Media Management (3 years)
• Restaurant Management (5 years)
• Teaching
• Writing Skills
• Public Relations (10+ years)
• Restaurant Experience
• Catering (5 years)
• Culinary Experience (10+ years)
• Kitchen Management Experience (4 years)
• Profit & Loss
• Public Speaking (10+ years)
• Event Planning (5 years)
• Route Driving
• Microsoft Office (10+ years)
• Video Editing
• Kitchen Experience
• Menu Planning (5 years)
• Banquet Experience
• Food Preparation
Certifications and Licenses
Food Handler Certification
CDL
Driver's License
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