Firehiwot Akalu
Uber And Lyft
Silver Spring
27
years of professional experience
Customer Service Representative handling customer requests, complaint resolution, and service recovery across restaurant and hospitality settings. Supports guests by answering 10+ phone calls per day, sharing product and service information, and consulting outside parties to clear discrepancies. Compiles customer feedback for management and helps improve service delivery and satisfaction.
Work History
Customer Service Representative
8 Years 5 Months- Handle 5-10 customer requests weekly and provide accurate product, service, and company information.
- Coordinate with outside parties to resolve discrepancies and deliver timely, practical solutions.
- Compile customer feedback and share service improvement recommendations with management.
- Maintain courteous service standards while responding to customer questions and requests.
Buffet Attendant
8 Years 6 Months- Transport 5-10 carts and trays daily from prep areas to guest tables while supporting timely meal service.
- Greet guests promptly, take orders, and provide guest relations support during buffet service.
- Explain menu items and dietary restrictions to help guests make informed dining choices.
- Deliver clean, well-stocked buffet stations and efficient food and beverage service throughout each shift.
Uber and Lyft Driver
1 Year 9 Months- Provide courteous passenger support from pickup through drop-off, adapting to changing schedules and routes.
- Accept cash and card payments accurately while keeping transaction records organized during shifts.
- Resolve rider concerns calmly and professionally to maintain a positive service experience.
- Communicate clearly with passengers to confirm destinations, adjust pickup details, and reduce confusion.
- Maintain a clean and organized vehicle interior to support comfort and a professional image.
- Follow service standards consistently while responding to rider needs in a fast-paced environment.
- Navigate efficiently between destinations using local area knowledge and real-time traffic awareness.
- Adapt quickly to changing demand, traffic conditions, and passenger preferences throughout each shift.
- Track trip details and payment activity accurately to support daily reconciliation and reporting.
- Assist passengers with luggage and entry support when needed, keeping interactions professional and respectful.
- Manage passenger timing expectations by providing prompt updates on arrival changes and delays.
- Support service coordination by confirming pickup details and keeping schedules aligned with rider requests.
- Keep supplies and personal items organized in the vehicle to support smooth daily operations.
- Deliver dependable service during early morning, evening, and weekend demand periods.
Colonial Parking
5 Years 1 Month- Directed parking flow and guided guests to available spaces with clear, courteous communication.
- Handled customer questions and concerns in a professional manner to maintain a positive service experience.
- Completed payment transactions, issued receipts, and balanced cash drawer activities at shift close.
- Maintained orderly parking areas and followed service standards during busy arrival and departure periods.
Waitress
10 Years 11 Months- Greeted new guests, presented specials, and built positive first impressions through attentive service and professional communication.
- Kept server areas clean and stocked during service hours to support efficient table coverage and steady order flow.
- Coordinated dining room staff tasks to deliver prompt, courteous service across busy meal periods.
- Prepared beverages, filled food orders, handled banquet food stations, and managed dish sorting and re-washing support.
Education
High School Diploma
Skills
Guest service operations
Complaint resolution
Service recovery
Guest relations
Front desk operations
Order fulfillment
Telephone etiquette
Service standard compliance
Food and beverage service
Banquet service
Credit card processing
Cash handling
Inventory stocking
Cash register operation
Room assignment coordination
Reservation management
Guest check-in procedures
Guest check-out procedures
Language
i can speak, read and write English and Amharic
i can speak Arabic
Timeline
Uber and Lyft Driver
Uber And Lyft
01.2025 - CurrentRead More
Colonial Parking
Colonial
12.2019 - 01.2025Read More
Customer Service Representative
Qategna Restaurant
05.2018 - CurrentRead More
Buffet Attendant
Residence Inn By Marriott
04.2018 - CurrentRead More
Waitress
Abu Dhabi Saba Hotel
01.2000 - 12.2010Read More
TMS
High School Diploma
Read More