Customer Care Service

SC SHA'TWAN COX

Las Vegas ***** 812-***-**** *********@*****.***

PROFESSIONAL

SUMMARY

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. As well as being a phenomenal server/trainer, in a fast paced, high volume dining environment.

SKILLS Guest Engagement

Beverage Preparation

Daily Specials Memorization

Food Delivery

Sales Expertise

Point of Sale Operation

Quality Control

Relationship Management

Suggestive Selling

Hospitality Service Expertise

Strong Work Ethic

Cash Handling

WORK HISTORY SERVER/CREW TRAINER 11/2020 to 05/2023 Texas Roadhouse Louisville, KY

Served food and beverages promptly with focused attention to customer needs.

Cultivated warm relationships with regular customers. Worked with POS system to place orders, manage bills, and handle complimentary items.

Maintained clean and organized dining areas to uphold restaurant hygiene standards.

Resolved customer complaints promptly and professionally to maintain positive reputation.

Set positive tone for entire dining experience as first point of contact for incoming guests.

Bussed and reset tables to keep dining room and work areas clean. Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.

Explained menu items and suggested appropriate options for food allergy concerns.

Utilized communication practices with kitchen staff to deliver customer meals in timely manner.

SERVER 10/2017 to 11/2020

HOMETOWN PIZZA Louisville, KY

Served food and beverages promptly with focused attention to customer needs.

Worked with POS system to place orders, manage bills, and handle complimentary items.

Cultivated warm relationships with regular customers. Maintained clean and organized dining areas to uphold restaurant hygiene standards.

Set positive tone for entire dining experience as first point of contact for incoming guests.

Bussed and reset tables to keep dining room and work areas clean. Resolved customer complaints promptly and professionally to maintain positive reputation.

Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.

Explained menu items and suggested appropriate options for food allergy concerns.

Used slow periods to restock supplies, ice, trays, and delivery bags. CHECKER 07/2015 to 09/2017

KROGER LAGRANGE, KY

Restocked and organized merchandise in front lanes. Performed checks to determine most accurate pricing. Processed both cash and card purchases and returns. Spoke with upset customers and notified appropriate management to resolve conflicts.

Identified produce items and input corresponding PLU codes. Assisted with unloading customer carts onto conveyor belt. Checked personal identifications during alcohol and tobacco sales. Directed customers on methods to obtain refunds, returns and exchanges. Informed supervisor of front-end product gaps, scanning problems and price mismatching.

Notified management of associate theft, customer shoplifting, unauthorized mark downs and property defacement.

CUSTOMER CARE REPRESENTATIVE 05/2013 to 07/2015

ANTHEM LOUISVILLE, KY

Responded to customer needs through competent customer service and prompt problem-solving.

Assisted call-in customers with questions and orders. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Navigated multiple computer systems and applications to find information. Communicated with clients regarding account services, statements, and balances.

Logged call information and solutions provided into internal database. Maintained and managed customer files and databases. Trained new employees on best practices and customer care procedures to eliminate inefficiencies.

Analyzed customer feedback for process improvements to achieve long-term business objectives.

Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.

Resolved concerns with products or services to help with retention and drive sales.

Generated weekly and monthly reports to highlight customer service performance and measure milestones.

Investigated and resolved customer inquiries and complaints quickly. Met customer call guidelines for service levels, handle time and productivity.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Maintained up-to-date knowledge of product and service changes. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Exhibited high energy and professionalism when dealing with clients and staff.

Educated customers about billing, payment processing and support policies and procedures.

Followed up with customers about resolved issues to maintain high standards of customer service.

Delivered prompt service to prioritize customer needs. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Responded proactively and positively to rapid change. Promptly responded to inquiries and requests from prospective customers. Sought ways to improve processes and services provided. Reached out to customers after completed sales to suggest additional service or product purchases.

Managed timely and effective replacement of damaged or missing products.

Enhanced productivity levels by anticipating needs and delivering outstanding support.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Cross-trained and backed up other customer service managers. Investigated and resolved accounting, service and delivery concerns. Trained new personnel regarding company operations, policies and services.

Increased efficiency and team productivity by promoting operational best practices.

Optimized customer support by establishing collaborative service environments through targeted operational initiatives. Promoted available products and services to customers during service, account management, and order calls.

Cross-trained and provided backup support for organizational leadership. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Implemented and developed customer service training processes. Trained staff on operating procedures and company services. Increased efficiency and performance by monitoring team member productivity and providing feedback.

EDUCATION Associate of Applied Science CRIMINAL JUSTICE EXPECTED IN 06/2025 American InterContinental University, Schaumburg, IL

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