Customer Service Manager

James M. Silva

**** *********** ***** 347-***-**** (Cell)

Manassas, Va 20109 **********@*****.***

EDUCATION

Northern Virginia Community College

Candidate for B.S. Biotechnology

Expected graduation date May 2014

EMPLOYMENT

Uncle Jimmy's Backyard BBQ, March 2010 – May 2012

Waiter

-Interacted with customers in a busy, crowded restaurant

-Performed duties as supervisor when necessary

-Greeted customers, developed rapport; accepted, processed and delivered orders

-Performed all aspects of food preparation, delivery, and clean-up

-Responsible for serving approximately 50 patrons per dinner shift

-Trained new servers in protocol and etiquette

-Advised patrons on the details of a 30-entree menu

-Transformed "difficult" customers into loyal, repeat guests by leveraging strengths in premium

service delivery and ability to find win-win resolutions

383 Bar and Grill, July 2011-November 2012

Waiter/Barback

-Served alcohol in accordance with New York State liquor laws

-Ordered supplies and tracked inventory

-Promoted customer satisfaction through personal interaction

-Commended for multitasking abilities; frequently assigned the largest section of restaurant during

peak dining hours

-Demonstrated ability to interact with customers from diverse cultures and backgrounds

-Operated computer/cash register and enthusiastically accepted payments from customers

-Assisting kitchen staff with food preparation

-Handled food substitutions and special requests efficiently

-Calculated restaurant customers’ bills accurately

-Processed orders for customers accurately and within "service" times

79 pizzeria and Restaurant, March 2008-August 2009

Waiter/Floor Manager

-Acquired the necessary skills to interact efficiently with clients/staff professionally.

-Trained new bus and wait staff

-Resolved customer complaints.

-Coordinating banquets anywhere from 30-60 people alone.

-Stocking and preparing floor for full business day.

-Handled cash and credit card transactions.

-Trained and scheduled staff

-Began as bus person and was quickly promoted to waiter; ultimately ascended to managerial staff

and contributed as part of management team

-Received "exemplary" and "exceeds expectations" ratings on all performance reviews

-Cited for excellence in interpersonal communications, teamwork, customer service, flexibility and

reliability

References Available Upon Request

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