Customer Service Specialist and Hospitality Professional

Provide friendly and attentive guest service in a high-volume waterfront restaurant, helping ensure a positive dining experience throughout each shift. Process customer orders and payments accurately using the POS system while maintaining efficient service.

Support weddings, banquets, and private events through setup, on-site service, and breakdown. Maintain organized and sanitary dining and service areas in accordance with health and safety procedures, and cross-train with kitchen and housekeeping teams to support peak-period operations.

Delivered customer support through phone, email, and chat channels, resolving inquiries and complex issues with empathy, accuracy, and efficiency. Educated customers about products, services, and promotions to support retention and positive outcomes.

Consistently achieved 95–98% customer satisfaction and more than 92% first-contact resolution. Met weekly KPIs and quality standards while documenting customer interactions accurately in CRM systems.

Provided customer service and documented customer interactions while assisting with sales and service requests. Supported customers with money transfers, currency exchange, and other Western Union transactions.

Processed transactions accurately in accordance with Western Union policies and procedures. Assisted pharmacists with over-the-counter order processing and filling while maintaining accuracy and legal compliance.

Managed the General Manager's calendar, including meetings, appointments, and travel arrangements. Prepared and edited documents, presentations, and reports for management review.

Screened and managed calls, emails, and other communications on behalf of the General Manager. Coordinated internal and external meetings, including agenda preparation and follow-up activities.

Responded to customer inquiries professionally and in a timely manner, providing accurate product and service information and resolving issues to support customer satisfaction. Assisted customers with product inquiries and order placement.

Used empathy and active listening to understand customer needs and address concerns effectively. Gathered and analyzed customer feedback to identify trends and opportunities for service improvement.

Completed high school studies including CAPE and CSEC subjects. Relevant subjects included Communication Studies, Caribbean Studies, Environmental Science, Sociology, Integrated Science, Agricultural Science, English Language, Mathematics, Social Studies, and Chemistry. Also completed NCTVET Data Operations Level.

Currently pursuing a BSc in Tourism and Hospitality Management. Expected graduation is 2028.