LOUZELLE HOLTZHAUSEN
Vacaville
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
SMITH-NEPHEW
01.2018 - 11.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Created and reviewed invoices to confirm accuracy.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Banquet Coordinator
WINDMILL CASINO
03.2015 - 12.2017
- Directed and managed banquet functions for events.
- Optimized workflow efficiencies by implementing standardized procedures for banquet operations across multiple venues within the company portfolio.
- Established strong relationships with vendors to secure high-quality products at competitive prices while maintaining consistent supply chain reliability.
- Facilitated successful events by coordinating staff schedules, delegating tasks efficiently, and providing clear direction during high-pressure situations.
- Enhanced overall guest experience by addressing concerns promptly, professionally resolving issues as they arose during events.
- Assisted in staff training programs designed to develop skills necessary for delivering world-class banquet services.
- Boosted revenue generation through proactive promotion of venue capabilities during site tours and consultations with prospective clients.
- Collaborated with sales teams to create custom event packages tailored to the unique needs of each client.
- Maintained a high level of industry knowledge, staying current on trends and innovation to ensure continued success in the competitive banquet services market.
- Increased repeat business through exceptional customer service skills and attention to detail in meeting client needs.
- Maximized venue utilization with precise space allocation planning and flexible room setups for various event types.
- Improved event efficiency by organizing and coordinating banquet setup, teardown, and equipment management.
- Managed budgets effectively for optimal cost control, negotiating vendor contracts and monitoring expenses closely.
- Supervised and mentored kitchen and serving staff.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Liaised with venue management to monitor logistics and timelines.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Monitored food inventory and supplies to prevent waste.
- Monitored food preparation, production, and plating for quality control.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Controlled food costs and managed inventory.
- Directed food preparation and cooking activities to meet health and safety standards.
- Supervised food presentation and plating to enhance visual appeal.
- Served consistent portions following recipes and control standards.
- Controlled expenses and boosted profitability by managing food and labor costs.
- Directed activities of team of skilled kitchen workers preparing and serving meals.
- Tracked kitchen performance metrics to monitor progress and identify areas for improvement.
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
Education
Diploma - TRAVEL AND TOURISM
DAMELIN
BLOEMFONTEIN SOUTH AFRICA12-1995
High School Diploma -
HIGH SCHOOL GENL HERTZOG
SMITHFIELD SOUTH AFRICA12-1993
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Exceptional telephone etiquette
- Conflict resolution techniques
- MS office
- Call center management
Timeline
CUSTOMER SERVICE MANAGER
SMITH-NEPHEW
01.2018 - 11.2024
Banquet Coordinator
WINDMILL CASINO
03.2015 - 12.2017
Diploma - TRAVEL AND TOURISM
DAMELIN
High School Diploma -
HIGH SCHOOL GENL HERTZOG
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