Urlich Ingabire
Ottawa,ON
Summary
Dynamic hospitality professional with a proven track record at Jack Fridays Bar, excelling in customer service and team training. Recognized for enhancing guest experiences through effective communication and problem-solving skills, while implementing upselling strategies that improved table turnover rates by 20%. Committed to maintaining high standards of cleanliness and service excellence.
Overview
2026
2026
years of professional experience
Work History
Bartender
Jack Fridays Bar
- Monitored team performance to maintain high-quality service delivery and strict alignment with operational guidelines.
- Implemented training initiatives focused on menu expertise and effective customer interaction to ensure high-quality service delivery.
- Facilitated memorable guest interactions by addressing issues proactively and providing customized service solutions.
- Coordinated with kitchen staff to improve workflow and expedite order fulfillment.
- Educated customers on diverse menu items and flavor combinations, empowering informed choices aligned with personal interests.
- Developed junior waitstaff capabilities through mentorship, resulting in improved service quality and enhanced team collaboration.
- Investigated and resolved customer issues swiftly, ensuring enjoyable dining experiences and promoting customer loyalty.
- Designed and delivered targeted training sessions aimed at developing upselling strategies and refining communication skills.
- Analyzed existing processes and introduced improvements that significantly boosted table turnover rates while maintaining high levels of customer satisfaction.
- Monitored inventory levels and orchestrated supply orders to maintain consistent availability of products.
- Acted as a point of contact for guests and kitchen personnel, effectively managing dietary inquiries and special requests to promote a positive dining experience.
- Implemented inventory control measures for front-of-house supplies, effectively reducing waste and lowering expenses.
- Investigated and resolved customer inquiries swiftly, ensuring a memorable and enjoyable dining experience.
- Resolved customer issues by professionally acknowledging complaints and demonstrating a strong commitment to service satisfaction.
Senior Waiter
Jack Fridays
South Africa
11.2020 - 01.2026
- Monitored team performance to maintain high-quality service delivery and strict alignment with operational guidelines.
- Implemented training initiatives focused on menu expertise and effective customer interaction to ensure high-quality service delivery.
- Facilitated memorable guest interactions by addressing issues proactively and providing customized service solutions.
- Coordinated with kitchen staff to improve workflow and expedite order fulfillment.
- Educated customers on diverse menu items and flavor combinations, empowering informed choices aligned with personal interests.
- Developed junior waitstaff capabilities through mentorship, resulting in improved service quality and enhanced team collaboration.
- Investigated and resolved customer issues swiftly, ensuring enjoyable dining experiences and promoting customer loyalty.
- Designed and delivered targeted training sessions aimed at developing upselling strategies and refining communication skills.
- Analyzed existing processes and introduced improvements that significantly boosted table turnover rates while maintaining high levels of customer satisfaction.
- Monitored inventory levels and orchestrated supply orders to maintain consistent availability of products.
- Acted as a point of contact for guests and kitchen personnel, effectively managing dietary inquiries and special requests to promote a positive dining experience.
- Implemented inventory control measures for front-of-house supplies, effectively reducing waste and lowering expenses.
- Investigated and resolved customer inquiries swiftly, ensuring a memorable and enjoyable dining experience.
- Resolved customer issues by professionally acknowledging complaints and demonstrating a strong commitment to service satisfaction.
Call Center Representative
Discovery SA
Pretoria, South Africa
09.2023 - 09.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized CRM software to track and manage customer interactions.
- Provided accurate information regarding products and services to enhance customer satisfaction.
- Collaborated with team members to improve response times and service quality.
- Adapted quickly to changing processes and technology for improved workflow efficiency.
- Trained new representatives on systems, protocols, and best practices for handling calls.
- Analyzed feedback to identify areas for improvement in service delivery processes.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Retail Worker
Superspar SA
South Africa
12.2017 - 03.2018
- Assisted customers in selecting products and resolving inquiries, contributing to an elevated shopping experience.
- Created innovative and appealing merchandise displays that effectively showcased products and promoted sales strategies.
- Oversaw cash register functions, facilitating precise financial exchanges while delivering prompt service to customers.
- Analyzed inventory workflows and collaborated with team members to maintain optimal stock levels.
- Oversaw strategic placement of promotional displays and ensured effective distribution of marketing materials to support marketing initiatives.
- Conducted thorough reviews of customer feedback to uncover service improvement areas, reinforcing connections with clients.
- Achieved high customer satisfaction by effectively connecting shoppers with preferred products. Increased sales through strategic merchandise recommendations. Fostered strong customer relationships that contributed to sustained loyalty.
- Collaborated with peers and customers to address inquiries promptly, thereby improving overall service quality.
- Oversaw maintenance of an orderly and pristine sales floor, contributing to improved customer satisfaction and shopping experience.
Education
High School Diploma - Mathematics Education
Dansa International College
Pretoria, South Africa12.2016
Skills
Strong multitasking
Customer service
Highly reliable
Team player attitude
Clear and effective communication
Patience and tolerance
Outgoing personality
Engaging personality
Cleanliness and hygiene
Customer service expertise
Responsible alcohol service
Complex Problem-solving
Payment processing
Handling difficult customers
Cash register operation
Menu memorization
Memory retention
Hospitality service expertise
Service-oriented mindset
Professional appearance
Suggestive selling
Alcohol awareness
Food service
Team training and development
New hire training
Languages
English
Full Professional
French
Limited Working
Timeline
Call Center Representative
Discovery SA
09.2023 - 09.2024
Senior Waiter
Jack Fridays
11.2020 - 01.2026
Retail Worker
Superspar SA
12.2017 - 03.2018
Bartender
Jack Fridays Bar
High School Diploma - Mathematics Education
Dansa International College