Conducted thorough quality assurance assessments on customer service interactions, ensuring adherence to company protocols and policies, resulting in a 15% improvement in overall customer satisfaction ratings.Identified areas for improvement in customer service agent performance through detailed analysis of call recordings and chat transcripts, leading to the implementation of targeted training programs that increased first-call resolution by 20%.Collaborated with cross-functional teams to develop and implement standardized quality assurance metrics, resulting in a more streamlined and efficient customer service process.Led weekly team meetings to provide feedback and coaching to customer service agents, resulting in a 10% decrease in average call handling time without sacrificing quality of service.Promoting products and services.Evaluate problems of the customers and provide logical lasting solutions.Provide customers with product and service information.

Outback SteakhouseLed a team of 15 servers and hosts, effectively managing shift schedules and ensuring smooth operations during peak dining hours.Implemented a new training program for new servers, resulting in a 20% decrease in training time and an increase in customer satisfaction scores.Developed and implemented procedures to streamline the reservation process, resulting in a 15% reduction in wait times for customers during busy periods. Collaborated with kitchen staff and servers to improve communication and enhance overall efficiency, resulting in a 10% increase in table turnover rate and revenue.