Sarah Keen
Lewes
Summary
Dynamic Customer Relations Manager with a proven track record at Sun Dazed Tanning, excelling in conflict resolution and team leadership. Enhanced customer loyalty through effective communication strategies and service delivery optimization, resulting in increased repeat business. Skilled in training and development, fostering a culture of excellence and continuous improvement.
Overview
11
11
years of professional experience
Work History
Customer Relations Manager
Sun Dazed Tanning
05.2015 - Current
- Developed and maintained strong customer relationships to enhance client satisfaction and loyalty.
- Resolved customer inquiries and complaints promptly, ensuring positive experiences.
- Implemented feedback systems to gather customer insights for service improvement.
- Trained and mentored team members on customer service best practices and protocols.
- Collaborated with marketing teams to develop promotions that increased customer engagement.
- Led initiatives to enhance operational efficiency in service delivery processes.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Managed customer relations on ongoing basis to maximize customer retention.
Head of Service
Louie's Pizza
02.2022 - 06.2024
- Led service operations, ensuring high-quality customer experience and satisfaction.
- Developed training programs for staff, enhancing team efficiency and performance.
- Implemented inventory management systems, optimizing stock levels and reducing waste.
- Collaborated with kitchen staff to streamline service flow during peak hours.
- Established standard operating procedures, promoting consistency across all service aspects.
- Mentored junior staff, fostering professional development and teamwork within the department.
- Guided team members through challenging situations using empathetic leadership skills, fostering resilience amongst staff during periods of change or uncertainty.
- Managed cross-functional teams to ensure seamless delivery of services across multiple departments.
- Oversaw the recruitment of top talent, resulting in a highly skilled workforce capable of meeting department objectives.
- Created a culture of continuous learning through the establishment of regular workshops and training sessions for employees at all levels.
- Evaluated existing technology infrastructure and implemented upgrades as needed to support efficient service delivery and data-driven decision making.
- Reduced employee turnover rate by developing comprehensive training programs for new hires and ongoing professional development opportunities.
- Enhanced customer satisfaction by streamlining service processes and implementing effective communication strategies.
- Spearheaded process improvements that led to increased productivity without sacrificing service quality or customer satisfaction.
- Successfully resolved complex customer issues, ensuring client satisfaction and maintaining company reputation.
- Championed best practices and knowledge-sharing within the department, promoting a culture of continuous improvement and professional growth.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
Lead Server
Theo's Steaks, Sides & Spirits
03.2021 - 02.2023
- Oversaw daily operations, ensuring high service standards and customer satisfaction.
- Trained and mentored junior servers in menu knowledge and service techniques.
- Developed and implemented efficient workflow processes to enhance team performance.
- Managed reservations and seating plans to optimize dining room capacity.
- Resolved customer complaints promptly, fostering positive dining experiences.
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
- Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Developed strong rapport with regular customers, encouraging repeat business through genuine connection-building efforts.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
- Supported other staff members during busy shifts by stepping in wherever needed to maintain smooth operations.
- Enhanced customer experience by providing attentive and personalized service during their dining visit.
- Improved overall table turnover rate by efficiently completing tasks such as clearing dishes and resetting tables between parties.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Increased sales significantly by upselling higher-end products to customers.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Processed orders and sent to kitchen employees for preparation.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Checked guests' identification before serving alcoholic beverages.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Lead Server
The Pines
05.2021 - 02.2022
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
- Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
- Ensured compliance with food safety regulations by regularly reviewing proper food handling procedures with the serving team.
- Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.
- Oversaw inventory management for front-of-house supplies, minimizing waste while ensuring adequate stock levels.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Analyzed customer feedback to identify areas for service improvement.
- Coordinated special events, enhancing restaurant visibility and patron engagement.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Resolved customer complaints promptly and professionally, maintaining positive relationships with patrons.
- Contributed to team success by consistently meeting or exceeding individual sales goals each month.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Coordinated large group reservations, working closely with event planners to ensure seamless execution of special occasions.
- Oversaw daily operations, ensuring high service standards and customer satisfaction.
- Trained and mentored junior servers in menu knowledge and service techniques.
- Resolved customer complaints promptly, fostering positive dining experiences.
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Cultivated warm relationships with regular customers.
Education
High School Diploma -
Milford Senior High School
Milford, DE05.2002
Skills
- Customer relationship management
- Conflict resolution
- Team leadership
- Service delivery optimization
- Training and development
- Staff recruitment and onboarding
- Performance evaluation
- Quality assurance protocols
- Upselling techniques
- Time management skills
- Communication strategies
- Strong work ethic
- Quality assurance
- Attention to detail
Timeline
Head of Service
Louie's Pizza
02.2022 - 06.2024
Lead Server
The Pines
05.2021 - 02.2022
Lead Server
Theo's Steaks, Sides & Spirits
03.2021 - 02.2023
Customer Relations Manager
Sun Dazed Tanning
05.2015 - Current
High School Diploma -
Milford Senior High School