Customer Service Specialist

Heather E. Ponte

**** ****** *** ***** ****** Park, FL 32065 904-***-**** ******@*********.***

CAREER OBJECTIVE

I am seeking a position that will allow me to demonstrate my strong administrative, communication and customer service skills. I have many years of experience working with multiple service and supply providers on a day to day basis. I excel at “attention to detail” taskings and adherence to corporate policies and procedures. I am used to multi-tasking in order to achieve company goals and meet deadlines. I am fully committed to meeting or exceeding all company expectations and goals.

QUALIFICATIONS HIGHLIGHTS

11 years of experience as an Administrative Assistant.

Outstanding problem solving and organization skills. Continually looks for ways to enhance operational efficiencies by emphasizing team work and adherence to quality control.

Excellent communication skills. Effortlessly solves problems with vendors and service providers.

Tireless work ethic. Recognized for outstanding performance, reliability, and job efficiencies.

High level of personal and professional integrity. Continuous history of being selected for positions of greater responsibilities.

Knowledgeable in computer operations, popular applications, and multiple operating systems such as MS Word, Excel, PowerPoint, Publisher, Outlook, and Office.

EXPERIENCE

Customer Service Specialist, Nana and Pop’s Barbershop – 2021 to 2023

As the Customer Service Specialist, I provide customer support for products and services. I worked with the owner for scheduling appointments. I maintained sale records nightly, weekly, and monthly. I kept inventory of all products and placed all orders.

Joint Venture Partner (JVP) Executive Assistant, Outback Steakhouse - 2011 to 2014

Complied, tracked, and forecast daily, weekly and monthly sales for two different JVPs and a total of 20 restaurants. I combined regional data into a master data base and reported the findings to senior management. I composed PowerPoint presentations for the JVP when they briefed the field managers and when they met with senior level company leadership. Followed up on and tracked all customers concern complaints from corporate headquarters for all 20 restaurants. Posted all job announcements and processed new hire employee information. Worked with Human Resources to ensure all new employees were properly entered into the payroll system and ensure they were briefed on company policies and procedures. Composed training schedules for all new hire Managers. Tracked payroll for 20 restaurants and computed Manager Bonus’s based on monthly sales. Tracked all manager performance and training requirements. Updated and distributed marketing for new Limited Time Offerings. Coordinated and scheduled all travel arrangements for the JVP.

Office Manager, Outback Steakhouse - 2003 to 2011

As the Office Manager I was responsible for all scheduling of the front of house employees and completing payroll for all employees. I reviewed, verified and paid invoices for all food and liquor orders. I ensured all inventories were up to date. I budgeted and ordered all restaurant supplies. I regularly interfaced with vendors and delivery employees for all food orders. I handled all issues surrounding incorrect deliveries and product that did not meet corporate standards. I handled all customer concerns and complaints that came from Corporate Headquarters or directly to the restaurant. I prepared all weekly and monthly financial reports for submission. I prepared, verified and signed bank deposits.

Key Employee/Training Coordinator, Outback Steakhouse - 2003 to 2011

As a Key Employee I am the first line supervisor for my assigned areas. I monitor the lobby, bar and dining areas to ensure everything is running smoothly and the customers were pleased. I ensured that all orders for daily produce, fresh fish, and liquor are placed, received, and properly stocked. I was responsible for reducing staff and closing out server cash receipts. As the Training Coordinator I worked with each trainee and determined his or her strengths and weakness and then devised a personalized training plan for them to ensure the best customer experience. I was responsible for creating and monitoring their training schedule. I then concentrated my efforts to ensure that every person I trained understood their duties and responsibilities to the company and the customers.

EDUCATION

Associate in Arts Degree – Florida State College at Jacksonville 2002

Concentration in Accounting and Mathematics

University of North Florida – 120 credits towards a BA degree in Mathematics Education

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